The Power of One®

The "Power of One" is the key component of the Omni Hotels' company culture:  it's the way we work.

Omni Hotels associates are encouraged to make decisions that exceed the expectations of our internal and external customers by using The Power of One" service code.  Our culture provides associates with the training and authority to make these decisions in a positive, supportive environment and rewards them through the Omni Service Champions program.

Job Description

SUMMARY


The Manager, CRM and Data Quality is responsible for
delivering strategic and tactical customer insights that
help drive the loyalty programs, marketing, and overall
business strategy. The Manager, CRM and Data Quality
will provide a holistic view of the Omni customer and
produce reporting to the business. The position will
help define the customer lifecycle, identify campaign
triggers, perform customer segmentation, and suggest
improvements, while also functioning as the liaison
between Marketing and Information Technology (IT), and
to ensure relevant customer data is captured and
accessible for reporting and analysis.


ESSENTIAL JOB DUTIES AND RESPONSIBILITIES


* Develop standardized customer reporting and
communicate statistical and accounting data into
simplified, actionable formats
* Produce reports and utilize key insights and
implications generated from those reports
* Analyze all published reports for credibility,
consistency, and adherence to established business
processes and rules. Interpret results and offer summary
insights, conclusions, and recommendations as
appropriate
* Establish design format and full-circle methodology
for gathering, calculating, distributing and archiving
data
* Assist with the day-to-day operation, data
extracts/loads and efficiency of the loyalty marketing
database(s)
* Leverage database(s) and provide reports on
transaction activity
* Analyze market tests within all channels (direct,
email, mobile), providing results, conclusions, and
recommendations
* Deliver recommendations and conclusions drawn from
analyses of internal and external data sources
* Maintain functional expertise in database analytics
best practices and the tools that support them
* Manage internal and external partnerships to enhance
or modify the database(s)
* Develop and manage the customer database update
process, monitor the delivery of data inputs, database
dupe/hygiene processes, data enhancement processes, and
data integrity
* Create customer segmentation specific to loyalty
* Serve as the in-house data expert on our loyalty
initiatives


RELATED COMPETENCIES


* Information Monitoring ? identifies, develops, and
implements monitoring systems, and analyzes data
regularly to make any necessary adjustments to those
systems.
* Work Standards ? self-imposes standards of excellence
while establishing criteria and work procedures to
achieve a high level of quality, productivity, and
service.
* Building Partnerships ? identifies opportunities and
takes action to build strategic relationships between
the Marketing team and other individuals, areas, teams,
or departments.
* Technical/Professional Knowledge and Skills ? stays
abreast of current developments and trends in database
analytics and the tools to utilize them; proficient
understanding of the retail industry and the basic
factors that can affect it; ability to use these factors
in decision making and recommendations.

Job Requirements

BASIC AND PREFERRED QUALIFICATIONS (EDUCATION and/or
EXPERIENCE)


* Bachelor?s degree from an accredited program or
equivalent experience in an analytical field is required
* 5 or more years experience in modeling and analytics
is required. Prefer experience in database marketing
within a multi-channel retail or travel/leisure
environment
* CRM, loyalty marketing, direct marketing and/or
relationship marketing background is preferred


MINIMUM QUALIFICATIONS, JOB SKILLS, ABILITIES


* Expert analytical skills and proficient with advanced
financial analysis
* Ability to quantify marketing related data
* Proficient SQL skills mandatory, SAS or SPSS preferred
* Ability to create new and innovative processes
* Talent for developing strong working relationships
both inside and outside of the organization
* Ability and preference to undertake action-oriented
and self-motivated projects
* Ability to define problems, collect and analyze data,
and draw valid conclusions
* Proficient knowledge of Microsoft PowerPoint and Word
* Expert knowledge of Microsoft Excel
* Proficient communication skills, both verbal and
written
* Must be comfortable in a fluid and evolving
organization
* Passionate about delivering a positive, consistent
customer experience at all touch points