Director of Guest Engagement
About the Company
A U.S.-based marketing and technology consultancy in the hospitality industry is seeking a passionate leader to join our dynamic team. Our client is known for their innovative approach, combining creative and data-driven solutions to help brands connect more deeply with their customers. Their services include crafting compelling brand experiences, developing loyalty programs, and building digital systems that enhance customer engagement. They design everything from analytics dashboards to online ordering systems, all with the goal of providing customers with seamless and satisfying interactions. Their core focus is on going above and beyond to elevate guest experience.
About the Position
This role is an exciting opportunity to lead data-driven strategies that drive customer engagement, sales, and overall business growth within the hospitality sector. We’re looking for a strategic thinker who can leverage data insights to shape guest engagement strategies across various brands. The ideal candidate will use their expertise in analytics, customer experience, and leadership to advance the guest engagement practice, with a focus on enhancing systems that ensure client satisfaction and process efficiency.
In this role, you’ll lead a team of guest engagement specialists, guiding them in implementing systems and developing data-backed insights. The position is remote-first, so you’ll have the flexibility to work from anywhere with a stable internet connection.
What You’ll Be Doing Here
Design and implement a robust analytics strategy to track, measure, and improve business outcomes related to guest engagement.
Identify trends and opportunities that enhance guest experience across touchpoints.
Deliver insights and recommendations for personalizing guest experiences.
Continuously assess and refine engagement strategies to ensure maximum impact.
Lead and mentor a team of guest engagement specialists, providing guidance on best practices and process improvements.
Champion a culture of data-informed decision-making across the team.
Create dashboards and reports that provide actionable insights for clients at all organizational levels.
Present data findings and recommendations clearly and effectively.
Translate complex data into engaging narratives to drive strategic goals.
Track KPIs associated with guest engagement and satisfaction.
Qualifications:
Bachelor’s degree in Data Science, Statistics, Business Analytics, or a related field; an advanced degree is preferred.
5+ years in analytics, customer experience, or a related area with a strong focus on data-driven decision-making.
Familiarity with guest engagement or loyalty systems.
Leadership experience with proven expertise in guiding teams is a plus.
Strong communication and presentation skills, with the ability to turn data into actionable insights.
Background in hospitality, retail, or a related industry is advantageous.
This role offers the chance to make a real impact in the hospitality industry, utilizing data to shape and elevate the guest experience.