Job Responsibilities:
Customer Insights & Analytics
- Lead analysis of guest behavior across attractions and hotel touchpoints, including visitation patterns, booking behavior, length of stay, spend, and repeat visitation.
- Segment customers by demographics, psychographics, behavior, and value to inform targeting, personalization, and commercial strategies.
- Translate complex data into clear, actionable insights that influence sales, marketing, pricing, and customer experience initiatives.
- Monitor and report on guest satisfaction, NPS, and feedback trends, identifying drivers of performance and areas for improvement.
Market Research
- Design, manage, and interpret quantitative and qualitative research studies, including surveys, focus groups, and ad‑hoc research.
- Conduct competitive benchmarking and market landscape assessments covering attractions, hotels, and integrated resorts regionally and globally.
- Evaluate consumer trends, travel demand shifts, and market opportunities to support new product development and go‑to‑market planning.
- Partner with external research vendors where required, ensuring data quality, relevance, and value.
Commercial & Sales Support
- Support attractions and hotel sales teams with insight‑based recommendations on pricing, packaging, promotions, and channel strategies.
- Analyze campaign effectiveness, funnel performance, and conversion drivers across direct and indirect channels.
- Provide insight inputs for revenue forecasting, budgeting, and strategic planning cycles.
- Support business case development for new attractions, room offerings, experiences, or bundled products.
Job Requirements:
- Bachelor's degree in Business Analytics, Marketing, Economics, Statistics, Hospitality Management, or a related field.
- Relevant experience in customer insights, market research, analytics, or commercial intelligence.
- Experience within integrated resorts, hospitality, attractions, tourism, airlines, or consumer‑focused businesses is strongly preferred.
- Proven track record of influencing commercial or strategic decisions through insights.
Technical & Analytical Skills
- Strong proficiency in data analysis tools such as Excel, SQL, and BI platforms (e.g. Power BI, Tableau).
- Experience working with large datasets from multiple sources (CRM, booking systems, surveys, digital platforms).
- Solid understanding of market research methodologies and statistical concepts.
- Ability to synthesize quantitative and qualitative insights into cohesive narratives.
Soft Skills & Competencies
- Strong business acumen with a clear understanding of commercial drivers in attractions and hotel operations.
- Excellent communication and storytelling skills, with experience presenting to senior stakeholders.
- Highly structured, detail‑oriented, and able to manage multiple projects simultaneously.
- Collaborative, curious, and proactive, with the confidence to challenge assumptions constructively.
Personal Attributes
- Guest‑centric mindset with passion for improving customer experience.
- Insight‑driven and outcome‑focused, balancing rigor with speed.
- Comfortable working in a fast‑paced, dynamic integrated resort environment.
