Senior Manager, Digital Experience
Job Description
Our client, a leading travel and hospitality company, seeks to hire an experienced professional to focus on spearheading efforts to elevate the digital customer experience across start to finish touchpoints, balancing a strategic, long-term vision with strong project management to achieve clear milestones and business goals.
As the client forges ahead to continue growing over the coming decades, delivering an exceptional guest experience will continue to be at the heart of their business. There is tremendous potential to elevate the customer journey and meet growing expectations & guest needs enabled through innovative technology and digital interactions that complement the client's signature personal care legacy. Layering on digital touchpoints will require close coordination and teamwork across departments as they enable more efficient and modernized business processes.
KEY RESPONSIBILITIES:
Strategy & Implementation:
- Alongside the VP of Patron Experience, drive the strategy, planning and implementation of company-wide initiatives that specifically enhance our guest's 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, Mobile App, Messaging platforms, 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 in the office near Norwalk, CT a minimum of 3 days per week
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