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OverviewThe Director of Customer Experience Management will help Topgolf continuously enhance the player experience, by developing and managing player centric strategies and road-maps. Work relentlessly and cross functionally to provide the most compelling player experience possible. This role will drive understanding of our players and develop/deploy strategic plans that enable cross functional efforts and a player centric culture to improve satisfaction, advocacy and revenues.Key ResponsibilitiesResearch: Work with Guest Insights to understand the market, player personas, competitors, discreet behavior, etc. Identify the current and ideal player experience in an empathetic manner
Strategy: Work cross functionally to ideate solutions and roadmaps to address player opportunities. Shape insights and ideas into high-level strategic plans and roadmaps, including goals and objectives, rough timelines, etc
Management and Coordination: Influence and coordinate the relevant teams—marketing, TI, ops, etc.— to execute plans across functions. Bring people together around the common cause of the consumer
Feedback and Analysis: Continuous learning via testing, analysis and direct feedback from prospects, players, Playmakers and Associates. Establish dashboards and on-going analyses to monitor performance. Work with relevant teams to incorporate feedback into future product iterations
Communication: Communicate the plan and progress to key stakeholders across the organization and cross functional teams. Highlight roadblocks and gain resources to address key issues
Key QualificationsMaster’s Degree in Psychology or MBA preferred
Bachelor's Degree in Business, Liberal Arts, Engineering, etc. required
10+ years demonstratedability to define,collaborativelydesign and drive a program’s vision and road-map, manage competing priorities, and work with large data sets across several dimensions is required
10+ years experience in synthesizing data from a range of resources and laying out a growth strategy from the insights required
10+ years experience strategic foresight and futures research and strategy development, leading to successful business growth initiatives and ideas required
10+ years experience in cross functional facilitation and shepherding of new product development – from conceptualization to road-map development to testing required
Critical SkillsStrong business judgment, can work independently in a fast-paced and ambiguous environment. Balances intuition and analytics to drive pragmatic and yet, future focused business strategies.
Strong future focused analytic skills, with clear and positive outcomes. More specifically, demonstrated business impact, with regard to insights and strategy
Proven track record of creating successful growth strategies for multi-channel customer experiences, with strong business results
Strong process facilitation skills
Strong people facilitation skills
Excellent oral and written communication skills, including data visualization and story telling
Ability to lead a cross functional team in taking insights and building tangible business building ideas and outcomes
Ability to establish and maintain strong working relationships and achieve results by working collaboratively with others
Cross functional savviness – operations, finance, etc
Experience in technology, gaming, golf and/or hospitality is a plus
Travel 20% research and development related travelADAThe above statements cover what are generally believed to be principal and essential functions of the job. Specific circumstances may allow or require some incumbents assigned to the job to perform a different combination of duties.EEO StatementTopgolf is a global sports and entertainment community and is committed to equal opportunity and is firmly committed to preventing discrimination and harassment, including sexual misconduct, based on legally protected diversity characteristics (such as race, color, religion, national origin, sex, age, disability, sexual orientation, gender identity or expression, family status, citizenship, genetic information and veteran status) in its application and hiring processes and in its employment decisions. As an affirmative action employer, Topgolf also takes steps to prevent retaliation and to create a respectful, equitable and inclusive environment for our Guests, Associates, business partners, vendors, and the communities we serve.Topgolf is an equal opportunity affirmative action employer and administers all personnel practices without regard to race, color, religion, sex, age, national origin, disability, sexual orientation, gender identity or expression, marital status, veteran status, genetics or any other category protected under applicable law.Topgolf Entertainment Group does not accept unsolicited agency resumes. Please do not forward unsolicited agency resumes to our website, employees or Human Resources. Topgolf will not pay fees for unsolicited agency resumes and will not be responsible for any agency fees associated with unsolicited resumes. Unsolicited resumes received will be considered property of Topgolf Entertainment Group and will be processed accordingly without fee.Job Locations US-TX-Dallas OfficeID 2022-20431Position Type Salary# of Openings 1Address 8750 North Central ExpresswayCategory Marketing / Communications
