Manager, Data Analytics and Reporting, CXO

Solaire Resort Entertainment City | Full time

• Date Opened 04/02/2025
• State/Province NCR
• Country Philippines

POSITION SUMMARY

The Customer Experience Manager, Prestige Customers (CXM Prestige, CXO) is responsible for strategically managing and promoting high-level customer experience initiatives for the resort’s most valuable customer segment: Prestige customers. Prestige customers expect personalized, exclusive, and seamless experiences across all resort touchpoints at both properties. The CXM Prestige, CXO will focus on developing long-term customer strategies that reward loyalty and drive engagement, while ensuring that every interaction is enjoyable and that the Prestige customer experience remains at the forefront of luxury and exclusivity. This role is highly collaborative, working closely with internal teams (Gaming, Resort, G&A), external partners, and the Data Science team to ensure every customer experience is data-informed, customer-centric, and strategically executed, delivering highly personalized, elite experiences that reflect both the sophistication and fun of the Solaire brand. This role is strategic in nature, aiming to deepen customer relationships through engaging, elegant, and high-end experiences.

KEY RESPONSIBILITIES

1. Customer Journey Management
   
   1. Map the entire journey of Prestige customers, identifying every touchpoint from pre-arrival through post-departure, to ensure a seamless, luxurious experience across all resort interactions.
   2. Design and oversee a customer journey that ensures personalized, exclusive interactions, consistently delivering high-touch experiences at every point in the customer lifecycle.
   3. Collaborate with the Data Scientist and Junior Data Analyst to analyze customer behavior and map individual customer journeys, using insights to anticipate needs and deliver proactive, tailored service at every interaction.
   4. Regularly review and refine the Prestige customer journey map, ensuring that it evolves with changing customer expectations.
2. Customer Retention and Upsell Strategies
   
   1. Develop retention strategies rooted in the Prestige customer journey map, focusing on personalized touchpoints that create long-term loyalty, exclusive offers, and bespoke services that align with their preferences.
   2. Identify key moments within the journey where upselling or cross-selling opportunities can enhance the customer experience, offering tailored services like VIP gaming rooms, private dining, and exclusive event access.
   3. Leverage luxury partnerships and internal offerings to create high-end upsell and cross-sell opportunities, offering customers unique and personalized experiences that drive revenue while enhancing engagement.
   4. Use data-driven insights to refine retention and upsell strategies, aligning offers with key milestones in the Prestige customer journey to maximize engagement and revenue growth.
   5. Ensure consistent follow-up with significant touchpoints (e.g., private events or VIP experiences) to reinforce loyalty and deepen customer relationships, offering invitations to future exclusive opportunities.
3. Strategic Customer Experience Planning
   
   1. Develop and implement long-term strategies to elevate the experience of Prestige customers, ensuring that interactions are not only exclusive and reflective of the resort’s luxury brand standards, but also engaging, enjoyable, and memorable.
   2. Collaborate with department leadership to ensure that strategic customer initiatives are personalized and fun without compromising sophistication, and thoroughly integrated across Gaming, Resort, and G&A units.
   3. Leverage data insights and trends to anticipate the evolving preferences of Prestige customers and drive continuous improvement in service delivery, working closely with the Data Scientist and Junior Data Analyst to use customer behavior data to inform strategy.
   4. Continuously assess market trends in luxury hospitality and innovative engagement methods to maintain the resort's competitive edge in delivering elite customer experiences.
4. Relationship Management & Loyalty Building
   
   1. Develop exclusive partnership opportunities with luxury brands, enhancing the Prestige customer experience by offering unique, high-value products and services.
   2. Work to increase customer retention and lifetime value through carefully tailored engagement strategies that address customer preferences and feedback.
   3. Build and maintain strategic relationships with Prestige customers, ensuring personalized attention and a proactive approach to deepening loyalty and engagement.
   4. Act as a trusted advisor to high-net-worth individuals, understanding their unique preferences and delivering experiences that exceed expectations.
5. Collaboration with Business Units
   
   1. Partner with internal business units in Gaming, Resort, and G&A to strategically align customer experience initiatives with each department’s goals and resources to create engaging, luxurious, and seamless experiences for Prestige customers.
   2. Ensure that customer experience strategies are cohesive across all resort operations, fostering a collaborative approach and allowing for a seamless, cross-departmental customer journey.
   3. Lead cross-functional efforts to develop personalized experiences for Prestige customers, leveraging the expertise of different business units to deliver luxury services across the resort.
6. Data-Driven Decision Making
   
   1. Collaborate with the Data Scientist, CXO, to utilize both real-time and historical data to refine customer strategies and personalize experiences for Prestige customers.
   2. Use predictive models and customer segmentation data to anticipate future customer needs, drive innovations that enhance customer loyalty and satisfaction, and create unique experiences that balance sophistication with fun.
   3. Regularly evaluate customer satisfaction metrics, feedback, and behavioral data to make informed, strategic adjustments that optimize the overall customer experience.
7. Innovation in Luxury Experiences
   
   1. Develop and drive the execution of bespoke, high-touch experiences that are unique to the Prestige customer segment, such as exclusive gaming events, VIP accommodations, private dining, and concierge services.
   2. Propose and lead initiatives to introduce innovative luxury offerings, such as personalized travel arrangements, exclusive access to events, and high-end retail collaborations.
   3. Work with the executive team to integrate cutting-edge technology into the Prestige customer journey, ensuring the resort is at the forefront of customer service innovation.
8. Alignment with Business Objectives
   
   1. Ensure that all customer experience strategies for Prestige customers are aligned with the resort’s overall business goals, including revenue generation, customer retention, and brand positioning.
   2. Contribute to strategic planning discussions with senior leadership, providing insights and recommendations based on customer trends, market research, and data analysis.
   3. Lead cross-functional initiatives to ensure that the Prestige customer strategy aligns with broader marketing, sales, and operational efforts across the resort.
9. Strategic Leadership and Team Development
   
   1. Lead a team of VIP concierges and relationship managers, providing strategic direction and mentorship to ensure they are equipped to deliver elite, high-touch customer experiences.
   2. Foster a culture of innovation and excellence, encouraging the team to consistently seek new ways to enhance the Prestige customer experience.
   3. Guide the team’s development and allocate resources strategically to support the resort’s long-term customer experience objectives.
10. Performance Metrics and Strategic Reporting
    
    1. Establish and track key performance indicators (KPIs) focused on Prestige customer satisfaction, retention, and overall business contribution.
    2. Regularly report to senior leadership on the performance of customer initiatives, offering data-driven insights and recommendations for continuous improvement.
    3. Monitor the financial impact of customer experience strategies, ensuring they contribute to both short-term profitability and long-term business growth.

KEY QUALITIES AND CHARACTERISTICS

1. Strategic Visionary: Capable of developing and managing the execution of long-term customer experience strategies that align with business goals and luxury standards.
2. Relationship-Driven Leader: Adept at building and nurturing relationships with high-value customers, ensuring personalized attention and loyalty.
3. Collaborative Team Player: Able to work cross-functionally with different business units to deliver cohesive, high-level customer experiences across the resort.
4. Analytical and Data-Driven: Skilled at using data insights and analytics to inform strategic decision-making and customer experience optimization.
5. Innovative and Creative: Always seeking new ways to elevate the Prestige customer experience through creative solutions and industry-leading trends.
6. Luxury Brand Ambassador: Embodies the resort’s luxury image, ensuring that all customer interactions are aligned with the highest standards of exclusivity and elegance.
7. Forward-Thinking: Stays ahead of industry trends, anticipating customer needs and preferences.

QUALIFICATIONS AND REQUIREMENTS

1. Bachelor’s degree in Hospitality Management, Business Administration, or a related field. Master’s degree preferred.
2. 5-7 years of experience in luxury hospitality or customer experience management, with a focus on high-value customer segments and strategic planning.
3. Proven ability to develop and execute long-term customer experience strategies for high-net-worth clients.
4. Extensive experience in relationship management, building partnerships, and working with luxury brands.
5. Demonstrated success in working cross-functionally with multiple business units to deliver integrated customer experiences.
6. Strong strategic thinking skills, with the ability to inspire and guide a team towards achieving long-term business goals.
7. Expertise in data analysis, with a focus on customer behavior, segmentation, and loyalty metrics.
8. In-depth understanding of luxury hospitality trends and best practices for delivering high-end customer experiences.