Director of Guest Engagement

Description

It’s Plein Air Agency is a leading marketing consultancy focusing on the restaurant and hospitality industry providing solutions from Creative, Production, Media Strategy & Buying, Digital Content to Website and Mobile App development. As a remote-first company, you'll engage in frequent virtual meetings, but you have the flexibility to work from almost any location with a reliable internet connection.

Director of Guest Engagement

We’re looking for a leader who will drive the development and execution of data-driven strategies to grow sales and other business results by activating known guests. The ideal candidate will leverage data insights to guide decision-making and strategic planning in the development of our guest engagement practice and across all of our clients. Analytic background as well as extensive experience designing and interpreting test scenarios is required.

This role will support the growth and development of the Guest Engagement team: implementing systems to ensure client satisfaction and repeatability across all GE processes and initiatives. We’re looking for someone with a strong background in analytics, customer experience and leadership - with the ability to turn complex data into actionable insights. Communicating the “story” of the data is a must.

Key Responsibilities

Data Strategy and Analysis:

• Develop and implement a comprehensive analytics strategy to measure, analyze, and improve business results through guest engagement.
• Identify trends, patterns, and opportunities for improving the guest experience.
• Build strategic and calendar plans for execution and for test/learn/optimize cycle of learning.
• Guest Engagement Optimization:
• Provide insights and recommendations to personalize guest experiences and improve touch points throughout the guest journey.
• Monitor and evaluate the effectiveness of engagement strategies, adjusting as necessary.
• Team Leadership and Development:
• Manage and mentor a team of guest engagement specialists, providing guidance on systems and processes while improving the platform overall.
• Foster a culture of data-driven decision-making across the organization.
• Reporting and Insights Communication:
• Develop the Guest Engagement practice so that on-boarding, planning, execution, learning and reporting are all systematized across all clients.
• Lead reporting development that provides actionable insights to clients at various levels within their organizations
• Present data findings and recommendations in a clear, concise, and compelling manner.
• Translate complex data into meaningful narratives that drive strategic initiatives.
• Track key performance indicators (KPIs) related to guest engagement and satisfaction.
  
  

Requirements

• Bachelor's degree in Data Science, Statistics, Business Analytics, or a related field; advanced degree preferred.
• 5+ years of experience in analytics, customer experience, or related roles, with a focus on data-driven decision-making.
• Experience with guest engagement or loyalty systems
• Strong thought leadership with experience managing a team preferred
• Excellent communication and presentation skills, with the ability to translate data into actionable insights.
• Experience in hospitality, retail, or a similar industry is a plus.
  
  

What Makes You a Great Fit

• Inquisitive: Great ideas come from diverse sources. If you’re not constantly seeking new inspiration, the work will never reach its full potential.
• Fun to Work With: We spend a lot of time on our work. Let’s ensure that time is enjoyable.
• Self-Starter: We’re a small, growing team, not a large, bureaucratic organization. There will be times when you’ll need to figure things out on your own.
• Driven: We’re looking for people who believe they can make a significant impact.
• Strong Writing Skills: Communicating ideas is a big part of the role, and that often requires strong writing abilities.