Senior Manager, Guest Analytics

Why Wyndham?

By joining Wyndham Hotels & Resorts, you will play an integral role in our mission to make hotel travel possible for all.

You’ll be part of the largest hotel franchise company in the world, where we strive to deliver the best value to our owners and guests.

Most importantly, you’ll be entrusted to live our unique Count on Me culture, set by our core values of integrity, accountability, inclusive, caring and fun.

At Wyndham, we provide all team members the opportunity to grow through best-in-class training and career development, leadership training, mentorship opportunities and educational support.

 Supporting our team members is a top priority, which is why we offer competitive compensation and benefits, vacation, team member appreciation days, workplace flexibility and much more.

 At Wyndham Hotels & Resorts, we value and embrace a culture of diversity, equity and inclusion that supports team members of all backgrounds and experiences.

We can’t wait to welcome you!

The Role

The Senior Manager, Guest Analytics will play a critical role in maturing our customer experience by driving actionable insights based on profile and behavior data to build enduring relationships with our guests and Wyndham Rewards members.

By combining data science, analytics skills, marketing knowledge, customer data understanding and problem solving, you will assist in driving improvement of our critical business metrics.

Working closely with our cross functional teams you will be focused on delivering an in-depth understanding of Wyndham’s guest profiles and behaviors and will assist in shaping the strategic direction of our customer experience.


Responsibilities also include supporting guest engagement teammates to identify areas of opportunity for customization and personalization, as well as supporting the measurement of incremental revenue, booking conversions and guest engagement.

This team member will work closely with internal departments Paid Media, Digital Product & Analytics, Brand Marketing, Loyalty, and Operations to recommend courses of action to evolve the implementation of our guest engagement strategy.
 

What you'll do

• Lead development and implementation of interactive dashboards within Adobe Customer Journey Analytics to provide a holistic view of guest behaviors across marketing channels, enabling timely insights and journey optimization.
  
  
• Partner with stakeholders across the marketing team to measure, analyze and report on initiative performance and specific KPIs. 
• Assist in development and ongoing management of guest attribution framework in our internal Guest Datamart for personalization enablement through Adobe Experience Platform and Journey Optimizer.
• Work hand in hand with Paid Media leaders to mature customer segmentation and activations through a thoughtful test and learn approach in the channel.
• Responsible for all Paid Media and Partnerships audience creation and maintenance, currently 400+ sourced from our CDP, Amperity, as well as new development of guest journey audiences for Adobe Journey Optimizer.
• Foster an insights-driven marketing culture by managing a test-and-learn practice that drives profitable guest journeys and personalized marketing touch points
• Manage Guest Analytics partner to deliver quarterly guest demographics reports and insights to leadership, as well as ad-hoc requests from stakeholders throughout the business.
• Continually advance the team's analytical capabilities, including forecasting, test and learn, automation, incremental analysis, and other sophisticated methodologies based on AI and data science models.
• Profile first and third party guest date to develop personas, identify core segments and fulfill ad hoc requests from various business areas.
• Stay up to date with the latest Adobe Customer Journey Analytics and Amperity features and capabilities so that you’re able to make recommendations for how the tools can be leveraged to improve performance or process efficiencies.
• Oversee all 3rd party data enrichment partners and the regular append processing.

You'll be successful if you have

• Innate intellectual curiosity with a proactive mentality to seek further insights.
• Excellent interpersonal and communication skills (both written and verbal) to work with people at all levels and from all backgrounds and parts of the world.
• Ability to effectively prioritize tasks and work on multiple projects or work streams simultaneously.
• Self-starter, exhibiting initiative, confidence, professionalism, and good judgment.
• Flexibility during times of change and open to multiple points of view and possible solutions.
• Ability to capture and articulate business needs with diverse stakeholder with varying perspectives.
• Identify and communicate to leader - project risks, assumptions, dependencies, and critical paths.
• Ability to work under pressure and tight timelines, as well as both independently and in a team environment.
   

Required Qualifications/Experience

• Bachelor's Degree in business, mathematics, marketing analytics or other related field from an accredited college or university required.
• 4+ years of progressive and successful work experience in marketing, digital or customer analytics.
• Proficiency in SQL is required.
• 3-5 years experience with Adobe Experience Platform technologies, such as Adobe Analytics, Adobe Customer Journey Analytics, or similar technologies.
• An understanding of current and emerging travel industry reporting and tools is beneficial.