Customer Intelligence

hace 2 semanas

Madrid, España Radisson Hotel Group, Madrid Office- Marketing & Digital A tiempo completo

**_1/Primary Purpose and Function:_**

The primary purpose of the Customer Intelligence & Analytics Manager is to **collect**, **analyse**, and **interpret** data to **help make informed decisions**. It is responsible for identifying trends, patterns, and insights in large sets of data, and then communicating their findings to relevant stakeholders in a clear and concise manner. Overall, the mission of the Customer Intelligence & Analytics Manager is to leverage data to help drive informed decision-making and improve the performance of the company.

**Collect**
- Collecting data from various sources, including databases, spreadsheets, and other software tools.

**Analyse & Interpret**
- Cleaning and processing data to ensure accuracy and consistency.
- Conducting statistical analyses and data mining to identify trends and patterns in the data.
- Conducting advanced analytics to train and fit data models.

**Help make informed decisions**
- Creating visualizations and reports to communicate insights to stakeholders.
- Collaborating with other teams within the company to develop data-driven strategies.
- Monitoring and tracking key performance indicators (KPIs) to measure the success of initiatives.

**_2/Roles/Responsibilities:_**

Project Management:

- Together with Customer Intelligence & Analytics Senior Manager, coordinate efforts with the Business Intelligence Team in order to provide necessary analysis and support for ensuring the accuracy of the Loyalty & Guest intelligence metrics.
- Secure data quality & KPI accuracy & investigate potential deviation root causes
- Together with Customer Intelligence & Analytics Senior Manager and BI team leads, coordinate and prioritize efforts with service providers (external) in term of Loyalty & guest intelligence insights & reporting.
- Preparing mockups for the development of Loyalty & Guest Intelligence reports, tracking progress & secure quality of the deliverables.
- Act as main point of contact for data extracts in order to secure program financial performance, including third party services interactions.
- Train & Educate: Act as point of contact for Loyalty Reporting in Power BI, conducting dedicated training sessions for Area Marketing responsible, Regional Directors, Franchise Team, PPHE/ Edwardian and Loyalty & CRM teams.

Data Management:

- Provide technical support for the definition of the KPIs and implemented the required data preparation layer to secure delivery
- Gather requirements from end users, assess opportunities for processes improvement and plan needed actions to secure delivery
- Enforce automation and monitorization to increase efficiency, data quality and time to deliver.

Test & Measurement:

- Develop Digital Reports in Adobe Analytics for the specific needs of the team (promotions, enrolments, app performance)
- Develop PowerBI reports for the specific needs of the team (enrolments, program performance, advanced insights)
- Review campaigns before the launch to ensure proper tracking
- Define each year the monthly enrolments goals for different channels/hotels and organized their monitoring
- Prepare ad hoc reports/ analysis to support different teams across the organization in better decision making
- Ensure rigorous testing/validation of campaigns and identified opportunities for improving customer experience

Problem Solving:

- Performing data-discovery analyses on different data sources to review whether connecting them would help answer questions related to member behaviour
- Fast adaptation to the changing business needs

Business background:

- Interact with senior & cross department leadership to assess & investigate insight opportunities & processes
- Ability to translate technical and data information into business insights in lay terms.

**_3/Competencies & skills requirements:_**
- **Strategic thinking and problem solving** - Ability to identify goals and objectives and develop a clear and actionable path for achieving them.
- **Leadership and communication** - Ability to guide and inspire to achieve company goals while being an effective communicator.
- **Analytical and data-driven** - Ability to collect and interpret customer data and draw insights to inform customer experience initiatives.
- **Accuracy and attention to detail** - Ability to focus on all areas of a project or task and deliver correct and precise information.
- **Project management and organizational skills** - Ability to manage multiple projects and meet deadlines.
- **Fast-changing environment.** Ability to adapt in a fast-paced, changing growth environment and to work independently.
- **Collaboration and team building - **Ability to work collaboratively with cross-functional teams to achieve desired results.
- **Customer centricity - **Passion for customers and customer experience.
- **Technical skills - **Databases knowledge, competencies in reporting software and statistical programming.

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