Responsibilities

• The owned-channel engine. Email, SMS, push, and the website and location-page experience where a considering guest becomes a booked visit. You own how these channels perform and how they work together as one guest journey.
• Loyalty and retention. A program with close to twelve million members, reimagined to actually drive frequency, spend per visit, and winback of guests before we lose them. You own the loyalty strategy and the platform roadmap behind it.
• Personalization as the growth unlock. Moving from one message for everyone to relevant, behavior-based communication that reflects what a guest actually does.
• Lifecycle and CRM. The full guest journey from first visit to loyal regular, including dynamic journeys, always-on winback, and the offers and triggers that create a reason to return.
• The customer data and martech foundation. In partnership with IT, turning a fragmented stack across two brands into a connected, trustworthy, and activatable view of the guest. You will help make the platform decisions that unblock everything else, and you will make our marketing investment measurable.
• Insights and measurement. Trustworthy, standardized reporting that proves the business impact of retention and loyalty, and gives leadership a clean answer to how our owned marketing is driving visits.
• Team and partners. Developing a capable team that is ready to level up, and shaping the agency relationships so they deliver real value for a lean, ambitious group.