Consumer Insights Manager (Hybrid)

Sonesta Hotels International Corporation in; Newton (MA); Hybrid; USD 95,000 - 120,000; Full time

Job summary

An established industry player is seeking a Corporate Consumer Insights Manager to elevate their Voice of the Customer program. This hybrid role will allow you to drive strategic improvements by transforming guest feedback into actionable insights. You'll collaborate with various teams, utilize cutting-edge tools like Qualtrics and Tableau, and lead initiatives that enhance guest satisfaction and brand loyalty. If you're a data-driven storyteller with a passion for hospitality, this is your chance to make a significant impact in a dynamic environment.

Benefits

Medical, Dental and Vision Insurance

Health Savings Account with Company Match

401(k) Retirement Plan with Company Match

Paid Vacation and Sick Days

Sonesta Hotel Discounts

Educational Assistance

Paid Parental Leave

Company Paid Life Insurance

Company Paid Short Term and Long Term Disability Insurance

Various Employee Perks and Discounts

Qualifications

• 4+ years in consumer insights or analytics roles.
• Proficiency in data visualization tools like Tableau.

Responsibilities

• Manage and optimize the VoC platform to act on guest feedback.
• Create dashboards and reports to measure guest sentiment.

Skills

Data Analysis

Consumer Insights

Data Visualization

Strategic Thinking

Interpersonal Skills

Education

Bachelor's Degree in Business

Bachelor's Degree in Marketing

Bachelor's Degree in Analytics

Tools

Qualtrics

Tableau

Microsoft Office Suite

Job description

Sonesta Hotels International Corporation

Consumer Insights Manager (Hybrid) (Finance)

Consumer Insights Manager (Hybrid) (Finance)

Job Description Summary

Are you passionate about turning data into meaningful insights that drive business decisions? Do you thrive in a fast-paced environment where innovation and collaboration fuel success? We are seeking a Corporate Consumer Insights Manager to lead and elevate our Voice of the Customer (VoC) program, ensuring that guest feedback translates into strategic improvements across our brand.

In this role, you will own the management of our guest feedback platform, drive key performance metrics (KPIs) related to guest satisfaction and brand loyalty, and work cross-functionally to enhance our VoC systems. If you are a data-driven problem solver with a knack for storytelling through analytics, we want to hear from you!

This is a hybrid opportunity in our Newton Corporate Headquarters. 3 days on site and 2 days remote.

Job Description

• Be the voice of our guests-manage and optimize our VoC platform (Qualtrics) to collect, analyze, and act on guest feedback.

• Turn insights into action-create and maintain dashboards and reports that measure guest sentiment, review response effectiveness, and Net Promoter Score (NPS) to inform strategic decision-making.

• Lead key initiatives-spearhead enhancements to our VoC system, including system optimizations, KPI tracking improvements, and reporting automation.

• Partner across teams-collaborate with cross-functional departments to ensure feedback is not just collected but used to drive tangible improvements across our hotel portfolio.

• Be a data champion-leverage data visualization tools like Tableau to make insights clear, compelling, and actionable for both hotel teams and corporate leadership.

• Own the relationship with Qualtrics-serve as the primary liaison for system enhancements, troubleshooting, and future development.

• Stay ahead of trends-continuously explore new ways to improve our VoC program, ensuring we remain at the forefront of guest experience and hospitality excellence.

Qualifications

• Bachelor's degree required in Business, Marketing, Analytics, or a related field.

• 4+ years of experience in a consumer insights, analytics, or data-driven role.

• Experience in Travel, Hospitality, or Loyalty programs is strongly preferred.

• Proficiency in Microsoft Office Suite (Excel, PowerPoint, Word, Teams).

• Hands-on experience with VoC software, especially Qualtrics, is a significant plus.

• Familiarity with Tableau or other data visualization tools is an advantage.

• Strategic thinker with strong marketing and analytical skills-able to turn data into compelling business recommendations.

• Thrives in a fast-paced environment-comfortable managing multiple priorities in an entrepreneurial setting.

• Results-driven and impact-focused-excited about measuring success and optimizing performance.

• Collaborative and relationship-focused-strong interpersonal skills to engage with colleagues, stakeholders, and external partners effectively.

Why Join Sonesta ?

• Make an impact-your work will directly influence guest experiences, brand loyalty, and business performance.

• Work with cutting-edge tools-gain hands-on experience with leading VoC technology like Qualtrics and advanced analytics platforms.

• Grow your career-opportunities for professional development and leadership in an evolving, data-driven hospitality landscape.

• Collaborate with industry leaders-work alongside talented professionals who are passionate about hospitality, insights, and guest experience innovation.

Additional Job Information/Anticipated

Pay Range

If you're looking for a role where you can own big initiatives, drive meaningful change, and work in a collaborative and dynamic environment, we encourage you to apply!

Pay Range: $95,000 to $120,000. Base pay offered may vary depending on various factors including but not limited to job knowledge, skills, and job specific/overall experience.

Benefits

Sonesta recognizes that benefits play a vital role in helping ensure the health and financial security of employees and their families. We offer a variety of benefits to our employees including:

• Medical, Dental and Vision Insurance
• Health Savings Account with Company Match
• 401(k) Retirement Plan with Company Match
• Paid Vacation and Sick Days
• Sonesta Hotel Discounts
• Educational Assistance
• Paid Parental Leave
• Company Paid Life Insurance
• Company Paid Short Term and Long Term Disability Insurance
• Various Employee Perks and Discounts
• Hospital Indemnity
• Critical Illness Insurance
• Accident Insurance

Sonesta is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

Upon submitting your application, please ensure you complete a full application in addition to attaching a resume. Incomplete applications received will not be considered.