Guest Knowledge and Engagement Manager

The Guest Knowledge and Engagement Manager focuses on guest data and is responsible for extracting, reporting, analyzing data, and providing insights and KPIs to enable the business to make informed decisions on strategy and progress against key targets. This role applies strategic thinking to translate guest insights into defined business opportunities that drive guest value and loyalty across the Membership and Private Client Services Programmes. It requires a combination of big picture thinking and an analytical and technical background.

Key Responsibilities

• Build and maintain weekly, monthly, and annual KPI reporting for Membership and PCS programmes.
• Build and maintain dashboards for business leaders to effectively monitor performance in real time.
• Structure and execute analysis that proves the overall effectiveness of the Membership and PCS programme.
• Assess the effectiveness of various initiatives by performing ad hoc analysis to support program optimization (e.g., performance of program rewards, performance of AB tests on email and other communications).
• Define targets, set up trackers, update results during campaigns, and create end-of-campaign reports for AAR.
• Summarize insights from analysis and clearly communicate analytical findings in a cohesive story, articulating arguments to be presented to the business.
• Codify best practices with a focus on performance.
• Run segmentation analysis on the database to understand key driver segments and identify opportunities to enhance customer LTV and loyalty through targeted communications or other initiatives.
• Identify high-value guest segments within the Membership programme that could help grow the Programme.
• Build and run reward redemption reports, including setting up templates in the cube for each village, to be run every few months and shared back as benchmark reports.
• Create program cost models for all villages to demonstrate the potential of rewards per village.
• Estimate potential eligible guests for all types of rewards for each village.
• Set up the annual budget in agreement with villages and provide two forecasts (June & September).
• Phase targets for 6 villages at a daily level (Spain & BV typically handle their phasing, but this can change).
• Create dashboards in partnership with IT, follow up during development, and test new measures before publishing.
• Support ad hoc special projects such as unusual activity (Fraud rules) testing, monitoring, rules validation, and estimation of potential impact.
• Manage reports to demonstrate Value/Cost/ROI and deliver reports to the governance committee.