Senior Director, Guest Insights
Senior Director, Guest Insights
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Job Description
What will be your daily pursuit
The Senior Director Guest Insights will be responsible for fostering a culture of guestobsession and driving revenue through key insights into Guest preferences feedback demographics and how they make decisions. Working in close collaboration with Local Revenue Global Demand Generation Brand and Revenue Operations teams you will analyze key aspects of guest behavior to influence stronger decision making throughout the revenue team. Additionally these guestinsights will influence how operators think about their business and adjust to an everchanging guest mix through strategic capital and experience design investments. This role will be grounded in strong dataoriented process to eliminate bias though strategic storytelling will still be a key aspect of success.
Reporting to the VP Marketing the Senior Director Guest Insights will be a key member of the Revenue leadership team supporting and contributing to all core strategic decisions. This role includes one direct report; Guest Insights Specialist.
What will your compensation be
Pursuit offers a full suite of benefits including flexible time off an RRSP contribution matching plan and discounts at our hotels restaurants and attractions.
What will you do in this job
What will you do in this job
- GuestObsessed Culture: Promote a customercentric culture across the organization ensuring guest and potential guest needs and feedback are well understood and actioned.
- Grow Revenue: By identifying the most profitable guest segments defining what they value and working with revenue and operational team to measure grow and optimize the lifetime spend of our guests.
- Advanced Research: Utilize advanced analytics techniques (e.g. Environics focus groups behavioral tracking etc) to extract insights from complex data sets driving strategic decision making marketing investments and sharing information with key stakeholders
- CX Strategy Development & LongTerm Engagement: Support adoption of CX platform and help establish a strategy that delivers measurable impact aligns with the companys vision and fosters longterm guest engagement and loyalty.
- Performance Metrics: Establish and track key performance indicators (KPIs) to measure the effectiveness of CX initiatives and incremental revenue growth and drive continuous improvement. Lead the analysis of customer data to identify trends and growth opportunities.
- Collaborate: Partner with the leadership team to align key insights to support Pursuits Refresh Build Buy strategy. Partner with Revenue team leadership to ensure insights are effectively utilized.
- Team Development: Build mentor and lead a highperforming Guest Insights Team
Long Term Goals
- Adopt a guestcentric mentality with the revenue team aligned with customer segmentation strategies
- Help deliver a platform that can measure average guest lifetime value by guest segment and booking channel to drive incremental revenue by identifying highest value guest segments and maximizing their engagement.
- Help establish a successful and highly measurable CX platform embedded into the Pursuit culture
- Attract and retain a group of diverse and high performing contributors to the Guest Insights team
- Be a champion of innovation by anticipating market trends and positioning Pursuit for an everchanging guest profile to become a hospitality industry leader
Short Term Key Wins
- Establish Environics file structure and process with IT team
- Deliver Guest Segmentation profiles to IR Geo and LOB leaders
- Successfully launch new CX platform foundational phase
- Execute deliver and refine strategic roadmap
#LIEB1
#LIHybrid
What skills and experience do you need for this job
- 8 years experience analyzing data deriving insight and driving strategic optimizations at a senior leadership level
- Minimum of 5 years of experience preparing sales analyses & business cases for strategic initiatives in a sales/marketing environment or equivalent
- Bachelors degree in Marketing Business or Data Analytics (or comparable)
- Knowledge of the attraction and hospitality industry is an advantage
- Strong analytical skills and a passion to tell a story from the data to assist the business in make strategic decisions
- Ability to interpret data and identify data trends
- Keen focus on improvement and challenging the status quo
- Ability to communicate clearly and concisely with all levels of management
- Strong interpersonal skills including relationship management and conflict management
- Desire to work in a fastpaced entrepreneurial organization
- Ability to travel internationally
This job description describes this role at a high level but no document can anticipate every single task issue or project that could come up. We work as a team and believe that we succeed together these job duties may change based on the needs of the team and company as a whole.
To handle this job successfully any person hired must be able to perform responsibilities as described. Pursuit will make any reasonable accommodation to help a person with disabilities perform their job. This job is based in Alberta Canada. Relocation to the area and the legal ability to work in Canada is required.
What will your work environment be like
At Pursuit our office is more than just a place to work its a space where you can bring your whole self collaborate with talented teams across departments and build lasting friendships. We believe in fostering an environment where work and play coexist so whether youre tackling projects or enjoying our many perks youll feel supported and valued. With a variety of great benefits were committed to ensuring that your time with us is as fulfilling as it is fun.
About Us:
Were more than a hospitality and attractions company. We connect people to iconic places through unforgettable and inspiring experiences; Our team members included.
Thoughtfully united by their unique power to inspire and invigorate our collection of hotels and lodges recreational attractions ground transportation services retail food and beverage sightseeing tours and travel products are tied together by iconic destinationworthy locations in Alaska Montana the Canadian Rockies Vancouver Reykjavk Las Vegas and Chicago.
About Pursuit
Pursuit is a publicly traded company listed on the New York Stock Exchange under the symbol PRSU. As a member of the S&P SmallCap 600 index we specialize in attractionsled hospitality consistently generating revenue and delivering value to our shareholders.
EEO
Pursuit is an Equal Opportunity Employer committed to diversity in the workplace. We evaluate qualified applicants without regard to race color age religion gender sexual orientation disability veteran status and other protected characteristics.
Pursuit places a high value on diverse backgrounds and experiences recognizing that they serve as catalysts for creativity and innovation. We encourage individuals who are eligible to work in Canada to apply and join our inclusive team!
We are working to eliminate barriers for applicants and team members from equitydeserving groups. If you cant apply online or need accommodation during the application or hiring process please contact our Talent & Acquisition Team
We thank all candidates for their interest; however please note that only applicants selected for further consideration will be contacted.
Required Experience:
Exec
Employment Type
Full-Time
