Vice President of Customer Data and Analytics

Wyndham Worldwide   •  

Orlando, FL

11 - 15 years

Posted 178 days ago

This job is no longer available.

This role is accountable for the following: 

  • Develop an end-to-end customer data strategy, inclusive of gaps and cost-effective ways to solution. Create and manage the roadmap, integration, and maintenance of the customer data, as well as vendor relationships related to the data and new/existing analytical tools. Support all Business Units at a Wyndham Destinations as well as the integration of data that will be sourced from Wyndham Hotels. 
  • Oversee acquisition, maintenance and distribution of leads across the enterprise to help drive sales and marketing goals and support all communication efforts. In addition to pulling leads for campaigns from the current database, identify new sources of leads both internally and externally.
  • Elevate the abilities to create personalized 1:1 communication with prospects and members through owning the strategy of all 1:1 interactions, identifying effectiveness of the interactions, and continuously revisit new data/analytical ways to drive understanding and satisfaction. Identify and enhance target market and ways to segment the data to drive more effective marketing approaches
  • Provide and be knowledgeable in campaign development best practices to optimize efficiency and quality of campaigns across all channels (direct mail, email, phone, web, social, etc).
  • Access and maintain large volumes of sensitive (PII) data and hold to the highest levels of data security knowledge and procedures, inclusive of close partnerships with legal and IT. 
  • Leverage the data to build reporting and dashboards that not only share the data but also provide insights; including both lagging and leading indicators. Measure the effectiveness of existing marketing programs and make recommendations for future spend.
  • Identify ways to connect the dots between data outside of the customer data mart (e.g., research, call volume, financial data, etc.).
  • Champion innovation in decision science and analytics for the Marketing organization; doing it in a way that is cost effective while also finding ways to drive the most value to the team.
  • Must have strong communication skills and ability to develop effective, insight-driven presentations around complicated topics to share with Senior Executives. In addition, being able to build collaborative partnerships and influence at all levels of the organization is critical to success in this role. 
  • Able to build, lead, and develop a world-class customer data and analytics team, including many who are at director-level. Motivate highly analytical associates to constantly evolve their skills and be on top of industry best practices but also their soft skills. Inspire them to constantly be seeking new sources of leads and be a steward for the customer and the business 
  • Oversee operational and P&L responsibilities for the department 

Qualifications

  • Bachelor of Science degree in marketing, analytics, business, industrial engineering or related field
  • Minimum of 10 years progressive leadership experience, including 5+ years as an executive, preferably in CRM, campaign management, or marketing data sciences/advanced analytics
  • Demonstrated ability to create an innovative vision and lead and develop a team to deliver on the vision; anticipating the quickly changing marketing and sales landscape and inspiring and aligning the team around a clear, achievable vision
  • Subject matter expert in marketing, paid media, CRM, digital and social media analytics
  • Experience with understanding the consumer, identifying where to provide value, and knowing how to create personalized experiences
  • Knowledge of data structures and advanced analytical tools within the CRM and marketing effectiveness area 
  • Demonstrated ability to influence partners and senior leadership with a collaborative and solution-oriented approach
  • Strong ability to glean insights and tell a story (both written and verbally) from data, analytics and insights inspiring action and change; Skillful and impactful communicator with the ability to deliver presentations with poise, confidence and authentic style
  • Must understand data privacy regulations and work effectively with legal and IT teams to ensure they are being upheld
  • Understands personally and knows where to find best practices in the data, analytics, and campaign management space; and, have the ability to understand what would have applicability 
  • Must be able to work under pressure; and handle multiple priorities effectively
  • Creative, passionate and innovative thinker – motivated and excited about creating a plan for the future
  • Proven ability to establish relationships, trust and credibility; and, follow through on decisions
  • Motivational leader that not only delivers excellent results, but creates a world-class team that enjoys working for them
  • Possesses unquestioned ethics and integrity

PREFERRED SKILLS AND EXPERIENCE

  • MBA or related master’s degree 
  • Development of big data marts and knowledge of trends for storing data 
  • Statistical and analytical tools for mining data (e.g., SAS)
  • Strategy and use of marketing technology
  • CRM experience from a company known for understanding and servicing the consumer
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