Vantage Travel | Deluxe World Travel Service | River Cruises & Tours

Director of CRM and Analytics

Job Title
Director of CRM and Analytics
Job ID
27629718
Location
Boston,  MA 02114
Other Location
Description
About Vantage
Since 1983, Vantage Deluxe World Travel develops and delivers memorable travel journeys on seven continents whether on land, riverboats or small ships.

If you are driven by working in a dynamic environment where you’ll discover the value of impactful contributions in an industry that’s easy to fall in love with – the travel industry…Vantage may just be your next home to learn, contribute, work hard and have a little fun. As we evolve technologically and proactively offer differentiated travel experiences to our customers, we search for dynamic, progressive and focused professionals to join the Vantage team whether that’s in our headquarters in Boston or in one of our global offices.

Our team at Vantage exemplifies the values of our company:
  • Adaptability to change
  • Effective Communication
  • Problem Solving
  • Teamwork & Cooperation
  • Accountability & Dependability
  • On Time & Accurate

At Vantage, you’ll discover team members as being talented, driven, globally aware, entrepreneurial individuals who are flexible in a fast-paced environment and who bring sense of pride and humility to a unique culture.  Vantage is proud to offer flexible hours and a robust hybrid work schedule as well as commuter benefits, 401K with company match, an onsite gym and several options for medical insurance. 

We have created a culture that embodies an appreciation for the deep history of the Company that is driven by the ultimate goal of delivering memorable journeys to our passengers worldwide. Individually we are one piece of an amazing group while working collaboratively across the globe. We have discovered success year-over-year, by appreciating a proven formula of success while evolving with an ever changing world whether as a result technology advancements or keeping in front of passenger demands for exhilarating and memorable travel experiences.

Job Summary
The Director of CRM is responsible for the growth and quality of all customer data used to for Vantage’s marketing database and lead acquisition database and operations. The improvement and renewal of this data requires the coordination of efforts across all channels, including direct mail, email, digital ads, PPC, SEO, website, social media, contact center, and on-site interactions. 
This role will manage, track and report on the customer qualification and requalification process, database hygiene and be responsible for the entire database and the growth of qualified leads on the database. This position will report directly to the CMO.  
List of Responsibilities
  1. Annually increase the number of qualified and new prospective customers in the company’s corporate file
  2. Update and deliver weekly Consolidated Leads Report by channel and by product
  3. Update and maintain Deferred Marketing Budget by channel including measurement of weekly actuals vs budget and forecast monthly
  4. Implement, improve, track all File Hygiene database programs including NCOA, Duplication, Data Append and Scoring
  5. Reduce costs to acquire customers through improved segmentation and modeling
  6. Report and track the number of qualified households with various views of the data-segments, contact preferences and scores
  7. Execute print requalification surveys list select to achieve company’s customer requalification goals by segment and targeted cost per lead (CPL’s)
  8. Report database metrics (# of customers, migration of customers, e-mail engagement, conversion reporting, etc.)
  9. Interpret and compile reports and analytics using MS SQL Server, SQL queries, Salesforce Marketing Cloud, and advanced Excel
  10. Enhance the data capture process, by configuring the database and specific channels to identify qualified prospects/customers
  11. Coordinate campaigns and initiatives to improve the customer database with internal teams and external partners
  12. Establish and enforce "Best Practices" for database marketing and qualification, based on company goals and strategic initiatives.
Required Skills  and Experience

Operational
  • Exceptional analytical skills coupled with solid business foundation, particularly in database marketing and CRM
  • An innovative, positive and self-directed attitude – interested in developing new solutions, ongoing improvements, and working efficiencies based on proven metrics
  • Hands-on experience in multi-channel, marketing automation (trigger marketing), direct marketing operations, strategy and analytics
  • Ability to mine data, using SQL query language to create data sets / development support for marketing program analytics and assessment
  • Asses and improve data collection and quality of data across all marketing platforms and programs
Leadership
  • Constantly measures results and hold other marketing and finance team members accountable for programs success
  • Assumes ownership for our company’s database marketing success (growing the corporate database of qualified households)
  • Project energy, enthusiasm and great work ethic
  • Excellent oral/written communication and presentation skills
Qualifications:
  • Bachelor’s degree required, MBA a plus
  • 7 + years of experience in CRM / Marketing Analytics
  • Proven track record of managing an enterprise CRM environment (data inputs, outputs, quality and hygiene)
  • High Proficiency with SQL, Excel and BI analytics tools (Tableau preferred or Power BI)
  • Proficiency with Salesforce Marketing Cloud a plus
  • Travel/hospitality experience a plus


Equal Opportunity Employer
Vantage Travel is an equal opportunity employer; applicants are considered for all roles without regard to race, color, religious creed, gender, gender identity, national origin, citizenship status, age, physical or mental disability, sexual orientation, marital, parental, veteran or military status, unfavorable military discharge, or any other status protected by applicable federal, state or local law.
 

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