Senior Manager, Digital Experience

As Tauck continues to evolve and ready for the next 100 years of growth, delivering an exceptional patron experience will continue to be at the heart of how we do business. There is tremendous potential to elevate the patron journey and meet growing expectations & guest needs enabled through innovative technology and digital interactions that complement Tauck’s signature personal care legacy. Layering on digital touchpoints will require close coordination and teamwork across departments as we seek to enable more efficient and modernized business processes. The Senior Manager of Digital Experience will focus on spearheading efforts to elevate the digital patron experience across start to finish touchpoints, balancing a strategic, long-term vision with strong project management to achieve clear milestones and business goals.

KEY RESPONSIBILITIES:
Strategy & Implementation:

• Alongside the VP of Patron Experience, drive the strategy, planning and implementation of company-wide initiatives that specifically enhance our patrons’ E2E digital journey experience (excluding actual tour/cruise product), engendering trust and overall brand satisfaction.
• Responsible for identifying, assessing, and prioritizing opportunities to elevate the digital customer journey from booking through post-trip; focused on “getting it right and making it simple” to mitigate points of friction.
• Focus areas will include a variety of digital initiatives at various stages of development, including Salesforce/Roadmap, My Account/Advisor Connect, Ecommerce, Tauck App, Messaging platform, etc.
   

Cross-Functional Collaboration:

• Partner closely with IT from user design through launch communications.
• Maintain a holistic view of digital touchpoints, collaborating across departments to ensure key communications and processes reflect and deliver Tauck brand standards.
• Collaborate with the Sales team to support advisor digital touchpoints that meaningfully affect the patron experience.

Digital Optimization:

• Actively monitor digital journey flows, usage, and satisfaction to drive adoption and engagement.
• Analyze key performance indicators and user behavior via analytic tools and patron research.
• Continuous focus on improvement, working to help scope and prioritize new features and piloting opportunities for future enhancements.

SKILLS & COMPETENCIES:

• Strong communicator who can effectively relay business requirements to IT and align key stakeholders
• Comfortable with digital user experience and web-based platforms (from a non-technical perspective)
• Naturally inquisitive, willing to challenge the status quo to drive change and problem-solve
• Exceptional project management skills, able to multi-task across competing priorities
• Ability to build relationships across all levels of the organization and collaborate to accomplish goals

QUALIFICATIONS:

• 7+ years of experience in a hospitality, travel, or service industry role
• Proven record of accomplishment of project management, leading from strategy through implementation.
• Ability to work from Wilton, CT office a minimum of 3 days per week