Note: The job is a remote job and is open to candidates in USA. Vacatia is an innovative hospitality company using technology, service, and customer strategy to reimagine vacation ownership and travel. The Vice President, Customer Strategy & Analytics will lead complex customer and business problem-solving by combining quantitative analysis, customer insight, experimentation, and business economics to develop and scale effective customer strategies.
Responsibilities
- Take ambiguous customer problems and turn them into specific business questions, hypotheses, tests, and clear recommendations
- Develop actionable customer segments based on what Vacatia should do differently for different customer groups
- Combine quantitative analysis with direct customer and frontline learning to understand the real drivers behind customer behavior
- Design and lead real-world experiments that test customer interventions before the company scales them
- Define how Vacatia should coordinate customer outreach across service, sales, collections, marketing, and automated journeys
- Establish rules for contact frequency, channel, sequencing, priorities, suppression, and human intervention
- Determine when a customer treatment should continue, change, stop, or scale based on measured outcomes
- Connect customer outcomes to revenue, retention, payment behavior, service cost, and long-term business economics
- Translate proven customer learning into policies, decision rules, business requirements, and scalable operating strategies
- Partner with Customer Operations, Data, Marketing, Sales, Collections, Product, Technology, Finance, and other teams to turn customer strategy into execution
- Bring senior leadership clear recommendations and decisions rather than fragmented reporting or open-ended analysis
Skills
- 12+ years of progressive experience in customer strategy, lifecycle strategy, decision science, product strategy, behavioral analytics, growth strategy, customer operations strategy, general management, or a related field
- Exceptional structured problem-solving skills and comfort owning questions that do not have obvious answers
- Strong analytical fluency with the ability to work directly with customer, operational, and financial data
- A strong understanding of customer psychology, motivation, behavior, and decision-making
- Experience combining qualitative customer evidence with quantitative and financial analysis
- Proven experience designing experiments and translating results into real business decisions
- Experience developing segmentation, lifecycle, personalization, or customer treatment strategies
- Strong commercial judgment and the ability to evaluate customer decisions through both customer and company economics
- The ability to move comfortably between detailed analysis, frontline observation, and executive-level recommendations
- A willingness to listen to calls, speak with customers, observe frontline operations, and challenge assumptions
- Strong executive communication and cross-functional influence
- Comfort operating initially as a highly accountable senior individual contributor with significant enterprise visibility
- Direct timeshare or vacation ownership experience is not required
- SQL or comparable hands-on data experience is strongly preferred
- Experience in travel, hospitality, loyalty, subscription services, financial services, insurance, telecommunications, marketplaces, or another business with complex customer treatment decisions is a plus
Company Overview
Company H1B Sponsorship