Person, Food, Meal, Restaurant, Shelf, Sweets, Birthday Cake, Cafeteria, Shop, Icing

 

 

 

Analyst, Customer Strategy & Insights

Hong Kong

Analyst, Customer Strategy & Insights

  • Hong Kong
  • Sales & Marketing Division
  • Full time

Mandarin Oriental is seeking an Analyst for its customer strategy division to shape the future for our global guest and customer relationship management experience. We are looking for an individual who is curious and passionate about data and how it can improve our value proposition to our discerning and loyal fan base. The Analyst will be comfortable analysing and visualizing customer data to unearth insights from both qualitative and quantitative data. The individual will have exceptional analytical, problem-solving and consultative skills and will be naturally creative, entrepreneurial, and collaborative. They look to raise the bar for analytical excellence and seek to educate and advance data as a powerful tool not only across our organisation, but also across the luxury travel industry at large.

 

Responsibilities 
 

  • Generate powerful insights using analytical models and data visualizations
  • Identify triggers in guest journeys that could lead to the development of loyalty and increase revenues.
  • Devise detailed recommendations to drive continuous improvement of the customer relationship management strategy.
  • Champion data quality and completeness, working with the team to enhance and build upon our datasets in order to derive more meaningful insights.
  • Work with customer datasets to identify aberrances and clean them up.
  • Build, maintain and enhance existing customer dashboards that enable us to share timely and relevant information amongst the organization.
  • Be part of the team responsible for shaping out customer proposition strategy to delight our global customers across touch points – digital, on property, partnerships, services. 
  • Be an ambassador for Mandarin Oriental’s customer-first approach.
  • Always ask ‘why’, in order to dive deeply into and develop a strong knowledge of our customers.

 

Qualifications
 

  • Minimum of 2+ years demonstrable track record using tools such as PowerBI/Tableau/Data Studio, DAX, PowerPivot for data extraction, manipulation and visualization to turn dynamic datasets into actionable insights [most likely in a consulting firm or Customer analytics team] 
  • Strong data manipulation skills in SQL is a must.
  • A working knowledge of language(s) used for data science model building, such as Python, R etc. 
  • Expertise in a quantitative or data-focused role, pairing data visualization with storytelling to deliver great insights and presentations that influence varying audience levels. 
  • Familiarity with digital analytics tools is preferred: Adobe / Google Analytics / GTM tracking plan development.
  • Comfort working in an agile and constantly evolving environment. 
  • Self-starter with the ability to drive and inform strategy. 
  • A natural curiosity towards data, to continuously ask the “why” and discover interesting trends.
  • Dynamic and creative problem-solving skills, with an ability to think outside the box. 
  • Strong ability to communicate complex analyses to a mix of both technical and non-technical senior partners and clients. 
  • Fluent English

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