Position Summary
The Customer Insights Manager leads the day-to-day operations of the Aspen One Customer Insights program, supporting all brands across the portfolio (Aspen Snowmass, The Little Nell, Limelight Hotels, and Aspen Collection). This role is responsible for managing guest feedback channels, analyzing data, and sharing actionable insights that improve the guest experience and drive retention. This position reports to the Retention Director.The budgeted salary range for this position is $77,500 to 87,500.  Actual pay will be dependent on budget and experience; all our salaried roles are eligible for bonus.Job Posting Deadline  
Applications for this position will be accepted until November 7, 2025. Essential Job FunctionsOversee the daily operations of the guest feedback and survey program across Aspen One brands.Ensure consistent survey structure, question logic, and data integrity across all properties and business units.Partner with the Retention Director on strategic enhancements to the customer insights program.Produce weekly, monthly, quarterly, and seasonal reports summarizing guest satisfaction and NPS performance.Conduct cross-property and year-over-year analyses to identify strengths, opportunities, and emerging trends.Quantify the impact of guest satisfaction metrics on key business outcomes such as ADR, retention, and loyalty.Present insights and recommendations to department heads and leadership teams in a clear, actionable format.Work with business unit teams to improve response rates and feedback quality.Support training on survey administration, data interpretation, and use of dashboards.Partner with cross-functional teams (Operations, Marketing, Digital, and Revenue Management) to embed insights into business decisions.Support ad hoc analyses and special projects related to guest experience and retention.Other duties as assigned.