Quark Expeditions is the world leader in polar adventure travel. Since 1991, Quark has been establishing a tradition of firsts in polar travel: as the first to transit the Northeast Passage with adventure travelers; the first to take travelers to the far side of Antarctica; and the first to circumnavigate the Antarctic continent with guests. Quark Expeditions is recognized for its diverse fleet of passenger vessels and offers the widest variety of polar itineraries of any other adventure company.

Quark Expeditions is part of Travelopia - the world’s largest collection of specialist travel brands. Operating across the globe including Europe, Australia, North America and Canada, we’re passionate about being the best and pride ourselves on the unique and diverse range of holiday experiences we offer our customers. Our combined businesses are the world’s largest provider of specialist and experiential travel with a range of unique experiences, from private jets, polar expeditions, sailing, ski holidays and more.

The Head of Data and Customer Insights is key to ensuring we are delivering business value from our Customer Data. This will be achieved by delivering value and customer insight at all key phases of the customer journey with specific focus on – planning, measuring campaigns and optimization - whilst also ensuring our customer data and use of it is both legally and regulatory compliant.

The role is also responsible for providing unique customer and commercial insights, fueling data-driven acquisition, repeats and referrals and developing data infrastructure to build capabilities to grow customer lifetime value.  You will be responsible for building out a holistic view of performance as well as a detailed analytics roadmap by leveraging state of the art analytics tools.

PLANNING CUSTOMER DATA-DRIVEN MARKETING ACTIVITY

• Analyzing Customer Data to identify distinct segments of people
• Analyzing Customer Data to predict the behavior of customer and prospects, to create ‘Enhanced Customer Data’ e.g. Customer Data that identifies those most likely to respond to an offer, or those most likely to churn
• Using Enhanced Customer Data to plan acquisition campaigns e.g. targeting offers based on the likelihood of different potential customers to respond

USING CUSTOMER DATA IN MARKETING ACTIVITIES

• Using Customer Data to inform the balance of channels (e.g. on-line versus off-line, Search Engine versus Social Media, etc.) and platforms (e.g. Google versus Bing, Facebook versus Instagram, etc.) for customer acquisition and customer retention activities
• Using Customer Data to optimize E-Commerce activity, based on the predicted likelihood of prospects to respond to a range of different products, offers, timings, etc.
• Using Customer Data (and where relevant, web applications and tools) to enhance the scheduling and targeting of off-line and on-line communications
• Setting and measuring KPIs for Customer Data-driven activities, including calculating return on investment
• Constructing on and off-line customer surveys and using the Customer Data to inform future marketing activities

ANALYZING AND CREATING INSIGHTS FROM CUSTOMER DATA

• Using Customer Data analytics tools to understand which offers may work best for different customer groups, for testing through live campaigns
• Using Google Analytics to track and adjust Customer Data-driven campaign activity
• Gaining insights into campaign performance by analyzing the attribution of results to different communication channels, platforms and offers

CUSTOMER DATA TOOLS & RULES

• Applying the Travelopia data confidentiality rules and procedures
• Applying the relevant data protection legislation for your territory e.g. General Data Protection Regulation (GDPR) and the Privacy and Electronics Communications Regulation (PECR) in Europe
•  Maintaining the quality of customer databases (not from a technical point of view but to ensure customer data, including contact details and marketing preferences, is accurate and up-to-date)

What We are Looking For:

• Five (5) to eight (8) years’ experience in leading/playing a senior role in Customer Insight functions - delivering new great new insights that have demonstrable commercial value, and, working within database marketing and CRM in the marketing or marketing research field;
• Three (3) to five (5) years’ experience working in a management or leadership capacity
• BA / BS; Master’s degree a strong plus in a relevant field including Mathematics, Statistics, Computer Science or equivalent experience
• Strong executive-level facing skills and the ability to communicate complex analytical concepts with confidence to a non-technical audience, as well as present the story/insight behind the data in a compelling way
• Experience with strategic planning using quantitative techniques and with campaign management and supporting technologies
• Experience of ramping up analytics programs, including integrating with work of other teams to ensure analytics approach is aligned with strategy and available data
• Expertise selecting context-appropriate tools and enablers for modelling and analysis
• Full understanding of the legal and compliance issues concerning data and its use
• Ability and willingness to take a hands-on execution role where required to support needs and team development
• Highly organized with an ability to work under tight deadlines and shifting priorities

Quark Expeditions is an Equal Opportunity Employer and applicants have rights under Federal Employment Laws. To learn more, please visit: www.posterguard.com/eposter/U1200AFL1-ApplcntFdrlIntrntLcnsng.pdf