Job DescriptionThe Senior Manager of Digital Experience will focus on spearheading efforts to elevate the digital patron experience across start to finish touchpoints, balancing a strategic, long-term vision with strong project management to achieve clear milestones and business goals.
KEY RESPONSIBILITIES:
Strategy & Implementation:
- Alongside the VP of Patron Experience, drive the strategy, planning and implementation of company-wide initiatives that specifically enhance our patrons' E2E digital journey experience (excluding actual tour/cruise product), engendering trust and overall brand satisfaction.
- Responsible for identifying, assessing, and prioritizing opportunities to elevate the digital customer journey from booking through post-trip; focused on "getting it right and making it simple" to mitigate points of friction.
- Focus areas will include a variety of digital initiatives at various stages of development, including Salesforce/Roadmap, My Account/Advisor Connect, Ecommerce, Tauck App, Messaging platform, etc.
Cross-Functional Collaboration:
- Partner closely with IT from user design through launch communications.
- Maintain a holistic view of digital touchpoints, collaborating across departments to ensure key communications and processes reflect and deliver Tauck brand standards.
- Collaborate with the Sales team to support advisor digital touchpoints that meaningfully affect the patron experience.
Digital Optimization:
- Actively monitor digital journey flows, usage, and satisfaction to drive adoption and engagement.
- Analyze key performance indicators and user behavior via analytic tools and patron research.
- Continuous focus on improvement, working to help scope and prioritize new features and piloting opportunities for future enhancements.
SKILLS & COMPETENCIES:
- Strong communicator who can effectively relay business requirements to IT and align key stakeholders
- Comfortable with digital user experience and web-based platforms (from a non-technical perspective)
- Naturally inquisitive, willing to challenge the status quo to drive change and problem-solve
- Exceptional project management skills, able to multi-task across competing priorities
- Ability to build relationships across all levels of the organization and collaborate to accomplish goals
QUALIFICATIONS:
- 7+ years of experience in a hospitality, travel, or service industry role
- Proven record of accomplishment of project management, leading from strategy through implementation.
- Ability to work from Wilton, CT office a minimum of 3 days per week
