Manager, Customer Insights

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POST DATE 9/13/2016
END DATE 10/12/2016

Hilton Hotels and Resorts Mclean, VA

Mclean, VA
AJE Ref #
Job Classification
Full Time
Job Type
Company Ref #
Entry Level (0 - 2 years)


The Customer Insights team's charter is to provide ongoing and custom marketplace assessment and customer insights, with recommendations to increase market share, optimize revenue and reduce costs. The Manager, Customer Insights, is responsible for the management of and consumer insights delivery for ad hoc customer research and corporate department-directed/funded customer research initiatives. These include but are not limited to research in support of portfolio marketing; luxury, lifestyle, and full service brands; and enterprise initiatives, including Hilton HHonors, B2B, Product Marketing, and Customer Journey. Success requires the design and execution of ad hoc consumer research that results in actionable insights, effective dissemination/socialization of consumer insights within areas of responsibility, and effective integration at multiple levels and across multiple departments of Hilton Worldwide. The position includes delegating work, collaborative work, training, and the development of an Analyst. What will it be like to work for this Hilton Worldwide Brand? Hilton Worldwide is the leading global hospitality company, spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels. For nearly a century, Hilton Worldwide has offered business and leisure travelers the finest in accommodations, service, amenities and value. Hilton Worldwide is dedicated to continuing its tradition of providing exceptional guest experiences across its thirteen global brands, which include Waldorf Astoria Hotels & Resorts, Conrad Hotels & Resorts, Hilton Hotels & Resorts, Canopy by Hilton, Curio - A Collection by Hilton, DoubleTree by Hilton, Embassy Suites Hotels, Hilton Garden Inn, Hampton Hotels, Tru by Hilton, Homewood Suites by Hilton, Home2 Suites by Hilton and Hilton Grand Vacations. The company also manages the world-class guest reward program Hilton HHonors(R). If you appreciate the impact global travel can have on the world and know how to offer an exceptional hospitality experience, you may be just the person we are looking for to work as a Hilton Worldwide Team Member. What will I be doing? The Customer Insights Manager will lead design and execution of custom qualitative and quantitative marketing research and analysis, directing the grouping of and assignment of tasks, ensuring optimal allocation of resources and championing the on-time delivery of consumer insights. The Manager will serve as a Customer Insights liaison and support for brand and portfolio marketing, Hilton HHonors team, B2B Marketing, Product Marketing, and enterprise key constituents. Other key priorities are listed below: * Provide direction to the Analyst to help set goals and assist in accomplishing research objectives and overall department initiatives * Contribute in the communication of customer insights, acting as the subject matter and technical expert for all ad hoc customer research insights * Delegate and oversee the day-to-day Customer Insights responsibilities of the Analyst position, in partnership with other Customer Insights team members * Manage vendors, communicating scope of research work, negotiating cost of services and timeline for deliverables, and providing oversight of the quality and timely completion of vendor deliverables * Implement and manage departmental processes and procedures to ensure strategies and directives of department are carried out and in accordance with department and company directives * Adhere to established methods/protocols for customer research * Implement proper controls to ensure that research projects follow accepted research practices and ethics, analysis is accurate and insights reflect the data, deliverables are provided in a timely manner, and the privacy of guests and respondents are reasonably protected * Influence department team members and key stakeholders and contacts in cross-functional areas to accomplish the organization's mission, goals, and objectives through motivation, communication, group dynamics, and leadership * Evaluate and streamline business processes to maximize efficiency and effectiveness within the department Hilton World Wide Inc. is acting as an Employment Agency in relation to this vacancy.