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Start Your Hospitality Career with Wyndham Worldwide

Job ID: 
1714353
Job Function: 
Marketing
Sales & Marketing
Location: 
Parsippany, New Jersey United States
Brand / Resort: 
Wyndham Hotel Group
Schedule: 
Full-time

Vice President of Customer Relationship Management

20 Oct 2017
Wyndham Hotel Group, hotel giant with an unmatched global presence, is one of three hospitality business units of Wyndham Worldwide. We’re a hospitality powerhouse, with 19 iconic brands united by the most generous and simplest rewards program in the business, Wyndham Rewards.
 
We are driving the democratization of travel by transforming to deliver better value for the everyday traveler. We believe travelers deserve great experiences and real value, and our portfolio – including our strength in economy and midscale hotels – delivers that.
 
Our global portfolio consists of more than 8,000 hotels and over 697,600 rooms in 77 countries under the following brands: Dolce Hotels and Resorts®, Wyndham Grand®, Dazzler® Hotels, Esplendor® Boutique Hotels, Wyndham Hotels and Resorts®, Wyndham Garden® Hotels, TRYP by Wyndham®, Wingate by Wyndham®, Hawthorn Suites by Wyndham®, Microtel Inn & Suites by Wyndham®, Ramada®, Baymont Inn & Suites®, Days Inn®, Super 8®, Howard Johnson®, Travelodge® and Knights Inn®.
 

Wyndham Rewards, ranked number one hotel rewards program for 2016-2017 by U.S. News & World Report, offers more than 50 million members the opportunity to earn and redeem points at more than 25,000 hotels, condos and homes globally.

 

Wyndham Hotel Group is seeking a Vice President, Customer Relationship Management to develop and lead a CRM Center of Excellence, focused on driving channel contribution, loyalty occupancy and Rev Par index.  This data-driven storyteller will be responsible for assessing the impact of our multi-channel marketing investments to drive actionable insights and business strategy. This position will be responsible for connecting data from multiple sources to provide insightful, actionable analyses, reports, and dashboards that drive key business decisions.  The ideal candidate will have world-class data-driven marketing and analytical skills and will thrive on discovering new ways to use data to drive revenue.
 
This newly created role will report to the Vice President, Worldwide Loyalty & Partnerships and manage a team of approximately 10 professionals.

 

Responsibilities

 

  • Leverage quantitative and qualitative data to develop customer personas, identify customer segments, determine common/distinct cohort behaviors, and create a holistic view of our customer base to inform program-related strategy and decision-making. Translate insights into business priorities, strategies, and tactical initiatives that enhance loyalty program effectiveness via an increasingly personalized approach.
  • Develop capabilities to measure/track customer value at multiple lifecycle stages and return on investment associated with acquisition, retention, engagement and overall marketing efforts.  Introduce innovative data-mining techniques to support predictive analytics and the ongoing evolution of segmentation strategies to inform multi-touch point marketing programs across all forms of media (digital, social, direct, etc.).
  • Define KPIs against which to measure ongoing program success and develop action-oriented dashboards that present data in a clear and concise matter, enabling timely data-driven decision making.  Ensure the consistency and quality of analytical deliverables.
  • Partner with technology teams and key business partners to design and create the infrastructure to join our raw data in an easy-to-access, well-understood data layer.
  • Lead, direct, and mentor a team of professionals focused on customer acquisition strategy, member engagement and retention, customer insight development, and e-mail marketing.

 

Qualifications

Experience/Education

 

  • Bachelor's in Hotel Management, Business, Statistics, Marketing, Finance, Sales or a relevant field of work.
  • Master’s or advanced Degree in Analytics, Operations Research, Mathematics, Statistics or similar data focus is preferred.
  • 10 + years of progressive work-related experience in hotel revenue management, yield management, consulting, or analytics.
  • Demonstrated proficiency in distribution channel management, Hotel PMS / CRS and revenue management systems, Microsoft Office applications including knowledge and experience in hotel pricing concepts, yield management optimization and selling strategies.
  • Strong understanding of segmentation, optimum business mix and displacement.
  • Ability to work with, manipulate, and draw conclusions and recommendations from large quantities and sets of data.
 
Abilities/Key Competencies/Skills
 
  • Ability to work well both independently and as part of a team to achieve goals and targets.
  • Ability to manage and lead a team of developing associates.
  • Highly strategic with excellent commercial sense.
  • Ability to work simultaneously on a number of initiatives and priorities often under pressure.
  • Excellent interpersonal and communication skills to work with people at all levels and from all backgrounds and parts of the world.
  • Ability to build and deliver presentations or written communication in a concise and well organized manner.
  • Ability to stay objective and fair when dealing with sensitive internal/external customer situations maintaining constructive working relations.
  • Self-starter, exhibiting initiative, confidence, professionalism and good judgment.
  • Works with a high level of accountability, results orientated and dependable.
  • Ability to make business decisions with integrity and honesty.
  • Awareness of key marketplace and industry trends relative to consumer behavior.
 

Copyrights

If you require a reasonable accommodation to complete an application please email your request to Mycareer@Wyn.com and provide the job title and location to which you are applying.

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