Customer experience manager Jobs in Huntington Beach, CA

About the TeamThe Global Marketing Team at Interval International is on an exciting, multi-year journey to transform how we connect with our members. We're reimagining the way we engage, communicate, and bring value to our global community, with a strong focus on accelerating our marketing strategies and tools.Global Marketing seeks forward-thinkers who see the potential to shape the future member engagement. If you're passionate about innovative marketing, committed to understanding our members' evolving needs, and ready to make a lasting impact, you'll find a dynamic, growth-focused environment here. Join us as we redefine what's possible in our industry.About Interval InternationalInterval International has been a trusted leader in the travel exchange industry for 50 years, known for our commitment to exceptional service and meaningful experiences. As we embrace a new chapter, we're investing in transformative change to keep our offerings fresh and relevant for today and tomorrow's member. Guided by a deep respect for our legacy, we're on the lookout for forward-thinking individuals who can bring innovative ideas, build meaningful relationships, and contribute to shaping the next chapter of travel and exchange.This position is with Interval International, Inc., an operating business of Marriott Vacations Worldwide Corporation ("MVW" or "the Company"). Marriott Vacations Worldwide (MVW) is a leading global vacation company that offers vacation ownership, exchange, rental and resort and property management, along with related businesses, products, and services. The Company has over 120 vacation ownership resorts and approximately 700,000 owner families in a diverse portfolio that includes some of the most iconic vacation ownership brands.Position SummaryAs a member of the professional staff, contributes specialized knowledge and skill in a discipline (e.g. Accounting, Finance, Human Resources, Information Resources, Operations Planning & Support, Sales & Marketing) area to support team and / or department business objectives. Generally works under limited supervision, but within established guidelines, producing and analyzing more complex business information to assist in the decision making process.Expected ContributionsGathers, analyzes, and monitors data related to customer experiences across all touchpoints and marketing channels, including web, mobile app, call center, direct mail, email, and telemarketing. Identifies areas of opportunity and recommends enhancements to affect change in customer journey that aligns with business strategies and desired outcomes.Supports the execution of a customer listening strategy aligning to how and why our customers buy by segment and the insights needed to take timely relevant action.Develop, implement, and analyze customer satisfaction and ad hoc surveys to gather insights and drive improvements in overall customer experience.Gathers and analyzes data to help define customer segmentation strategies, personalization strategy, and overall contact

with Interval's Marketing Activation and Marketing Operations & Optimization teams to implement and test communications and segmentations strategies, including channel mix testing and optimization

as a liaison with Interval's Insights & Analytics team to monitor and optimize customers segmentations

with Interval team members to develop highly personalized communications through the implementation of customer journeys to influence behavior across channels.Monitors results and continuously optimize customer journeys.Manages and supports data planning to incorporate disparate data across the enterprise into one 360-degree view of the customer (buying profile, intent signals, operational performance, etc.) that allows for customer intelligence to be shared and acted on in support of predictive analysis.Defines data requirements for new projects or implementations based on data necessary for analysis and ongoing monitoring and management of customer behavior and customer experience.Manages data operations related to customer data. Work with team members and IT to automate and improve processes, as necessary.Manages data quality by setting standard and validating new data

necessary data is made available to key systems and processes where it is necessary to activate and / or conduct analysis.Works independently and collaboratively to generate timely results and push business initiatives forward.Maintains documentation related to data sources, data meaning, and data usage across systems.Performs other reasonable job duties as requested.Candidate ProfileEducationBachelor's Degree in Marketing, Business Administration, Communications, Creative Writing, or related discipline or equivalent work experience.ExperienceFour to seven years of progressive experience in data strategy and customer experience measurement and reporting.Experience utilizing Qualtrics, Business Objects or similar information systems.Adobe Analytics and Adobe Campaign experience preferred.Experience in Hotel Management, Vacation Ownership, Hospitality preferred.Experience in a matrixed structured organization preferred.Skills and Attributions Exceptional skills at building and nurturing relationships at all levels of the organization through collaboration, negotiation, and mentoring.Ability to proactively influence and shape the thinking of senior leaders that drives the right type of decision making to garner positive business results.Knowledge of marketing resources policies, practices, and procedures.Extensive experience with Microsoft Excel, including advanced functions, data analysis, and complex spreadsheet management.SQL & Power BI knowledge a plus.Able to facilitate and lead oral

listening, written, and verbal communications skills.Skilled in decision-making and conflict resolution in a fast paced, continuously changing, customer focused environment.Passion for strategic involvement in the creation and execution of departmental and company-wide goals and objectives.Knowledge of marketing trends and practices within the industry.Flexibility, adaptability, and capability to manage and prioritize multiple and conflicting priorities and tasksIntegrates and balances priorities, work activities and resources for the benefit of multiple key stakeholders.Understands how to manage in a culturally diverse work environment.Computer literacy on Microsoft Office products, e.g., Excel, Word, PowerPoint, Teams, etc.#LI-JC1Marriott Vacations Worldwide is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture.