Consumer Insights & Rewards Manager

City Experiences is seeking a Consumer Insights & Rewards Manager for our Marketing operation.

About You:

This person will be adaptable, dynamic, and embody City Experiences’ RESPECT Service System.

About the Opportunity:

City Experiences’ mission is to create amazing experiences. Our brand heritage dates back nearly 100 years and today our footprint spans 111 countries and more than 125 U.S. cities. We are proud to serve more than 30 million guests annually across our portfolio of water-based experiences, land-based experiences, overnight cruise experiences, and ferry and transportation services. If you’re an enthusiastic team player who thrives in an environment where communication, creativity, and cooperation are encouraged, this may just be the opportunity for you.

The Consumer Insights & Rewards Manager is a strategic thinker with a guest-centric, innovative mindset who can translate data and insights, trends, and gaps into soundly articulated business opportunities that strengthen and expand guest engagement with City Experiences. This person acts as the voice of the customer and oversees the development, execution, measurement, and optimization of the quality management and rewards programs in close collaboration with product teams. They have hands-on management of primary and secondary research that enable deep guest journey insights and present recommendations to improve the end-to-end guest experience and solve identified issues in alignment with company and marketing goals. The role is instrumental in communicating the consumer experience, sentiment, and perceptions of our guests and prospects, leveraging insights to optimize CX, introduce new or improve existing products, incentivize repeat purchase, and drive loyalty/retention.

This position may support any of the product teams, including City Experiences, City Cruises, Concessions & Tourism, Ferry & Transportation, Overnight, and new acquisitions. The right person will be adaptable, dynamic, and embody City Experiences’ RESPECT Service System.

Essential Duties & Responsibilities:

• Utilize market research, customer feedback, digital performance data, industry trends, and the competitive landscape to guide City Experiences business needs and identify new opportunities that deliver a best-in-class guest experience
• Act as the voice of the consumer. Become an expert on City Experiences brands, products, targets, and customers. Understand purchase barriers across products and markets and identify solutions with cross-functional teams to address them.
• Manage quality management program. Work closely with product, operations and guest service teams on consumer research (via Survey Monkey) to track CX performance. Improve brand NPS through the ongoing analysis of promoters/detractors.
• Manage loyalty/rewards program, inclusive of defining the loyalty experience strategy, gathering business requirements from cross-functional stakeholders, and executing the roadmap across web, app, retail, and customer service channels
• Work with CRM, eCommerce, & Marketing to manage all core program communications, including reward notification series, as well as member online account experience
• Inspire and engage internal stakeholders on the value of the programs, share program knowledge/expertise, identify opportunities, and drive alignment and accountability across the portfolio
• Act as a thought leader in suggesting and evaluating new ways to improve guest experience and engender guest loyalty, leading the roll-out of any new initiatives
• Establish and activate a measurement plan, inclusive of KPI performance trends (NPS, rewards redemption, repeat rate, etc.), analysis, implications, and recommendations to drive sustainable, long term financial growth.
• Define data sources, metrics, dimensions, and dashboards to facilitate inquiry, analysis, and reporting; collaborating with data science, martech, and/or IT teams to ensure data hygiene and data integration across sources.
• Publish standard dashboards and reports (via Tableau), performance tracking and ad-hoc analyses providing clear actionable insights. Share detailed and real-time customer feedback with the organization to provide a better CX.
• Drive decisions related to target customers, product direction, product set and prioritization, positioning, value prop, messaging, category/market expansion, product quality, and market white space opportunities.
• Support in the design, coordination, and management of research projects with vendors as needed.
• Additional job duties assigned

Requirements & Qualifications:

• 3-5 years of relevant work experience in consumer insights, analytics and/or loyalty products
• Experience managing primary / secondary research, including design, programming, fielding, and analysis across mixed methodologies (quantitative and qualitative)
• Understanding of customer experience and insights tools (e.g., Survey Monkey, Qualtrics, Medallia)
• Understanding of business principles beyond loyalty programs, including strategy development, finance, accounting, and operations.
• Experience taking data driven insights to building new and innovative loyalty & digital experiences across multiple partners, while developing and managing implementation plans and seamlessly executing.
• Experience with advanced Excel functions and BI tools (e.g., Tableau, Power BI) for report building and analysis
• Excellent communicator and compelling storyteller with superb verbal and written communication and presentation skills
• Ability to synthesize findings into essential insights and communicate them effectively to senior management
• A self-starter and efficient team player that is process and quality-oriented with sharp attention to detail
• Highly collaborative, a great listener, and able to work across geographies to drive action and results
• Strong time management and prioritization skills with ability to manage multiple projects simultaneously and tight timelines
• Uses business knowledge, innovative thinking, and sound judgment in the solution of problems or the pursuit of business opportunities
• Belief in our values and understand our mission

About Us:

City Experiences’ passion is to provide amazing experiences on land and water. Our 40-year success through organic growth and acquisitions has resulted in a portfolio of over 25 brands that welcome upwards of 30 million guests/riders annually. If you’re an enthusiastic team player who thrives in an environment where communication, creativity, and cooperation are encouraged, this may just be the opportunity for you.

The RESPECT Service System embodies City Experiences’ mission, vision, values and operating principles. By creating a company culture that puts RESPECT at its core, we believe it will drive us to achieve our goal of becoming a Global Experiences and Transportation Leader.

City Experiences is proud to be an Equal Employment Opportunity and Affirmative Action employer. We prohibit discrimination and or/harassment of any type, including but not limited to discrimination and or harassment based upon race, religion, religious creed, color, national origin, ancestry, citizenship, sex, sexual orientation, gender, gender identity, gender expression, age, pregnancy or relation medical conditions, childbirth, breastfeeding, parental status, veteran and/or military statue, disability (physical or mental) medical condition, genetic information or characteristics, political affiliation, domestic violence survivor status, marital status, or other characteristics prohibited by federal, state, or local law. Additional, City Experiences participates in the E-Verify program in certain locations.

We encourage qualified applicants with arrest and conviction records to apply.