Customer Intelligence & Analytics Manager Radisson Hotel Group is one of the world's largest hotel groups with nine distinctive hotel brands, and more than 1,600 hotels in operation and under development in 120 countries. The Group's overarching brand promise is Every Moment Matters with a signature Yes I Can! service ethos. People are at the core of our business success and future. Our people are true Moment Makers and together we bring the culture, spirit, environment, and opportunities that empower you to be your best, every day, everywhere, every time. Together, we make Every Moment Matter.
We are now looking for a Customer Intelligence & Analytics Manager to join our dynamic team here at Radisson Hotel Group! We focus on you as a person, your skills, talents, and passion - not only on your resume. Because mindset is what it's all about. And you can grow the rest with us. That's a promise!
Key Job ResponsibilitiesProject Management:Serve as the analytics and statistical consultant/lead within the Loyalty and CRM Team.Lead projects in the evaluation of current business processes and identification of weaknesses or inefficiencies.Be the center of expertise for Loyalty and CRM Reporting (being the point of contact with the BI Department).Integrate information from multiple sources to run Customer Analysis.Problem Solving:Fulfill position as Guest Intelligence and CRM specialist by using analytical problem-solving techniques to resolve issues and questions related to members.Be the source of unbiased data-supported insights to the organization on Loyalty program performance.Accurately identify and assess problems by asking the right questions to the right people.Develop customized statistical models to enhance customer personalization (segmentation models, customer profiling).Test & Measurement:Develop new metrics and indicators to help business units in improving performance and efficiencies.Maintain the departmental Reporting Model (defining new KPIs, visualizations and reports).Participate in the design of new initiatives that require test and measurement before full implementation.Data Management:Monitor, assess and recommend on Loyalty program performance, member base evolution and segmentation modeling.Integrate, monitor and improve loyalty Datamart.Interpret data and identify correlations using both univariate and multivariate analysis.Competencies & Skills RequirementsStrong analytics, statistics, and problem-solving skills required.Experience supporting Loyalty/Marketing Analytics and customer data required.Expertise with SQL and other statistical languages.Excellent written, verbal and interpersonal communications skills.Proactive & entrepreneurial mindset.Proven ability to interact and influence at all levels of an organization.Proven people and project leadership abilities.Demonstrated ability to teach complex analytical and statistical techniques to a wider audience.Proven track record of self-motivation and independent discretion.Strong intellectual curiosity; a willingness to ask questions and learn from others.Digital Analytics skills a plus.Job Requirements and QualificationsMinimum Education: Bachelor's Degree required; Master's Degree preferred.Minimum Experience: 7 plus years work experience with statistical methodology and analysis or equivalent experience and education combined.Language Skills: Must be fluent in English. Additional language(s) are a plus.
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