OVERVIEW:
The Destination Data and Technology Manager is a key member of the Greater Raleigh Convention and Visitors Bureau’s Destination Data, Technology and AI Department, collaborating with department members to manage and enhance the organization’s data systems, technology resources, and economic impact measurements. This position is responsible for maintaining high-quality organizational data functionality, ensuring data protection and confidentiality, and supporting technological advancements for the organization and its partners, including Wake County, the City of Raleigh, facilities, and attractions.
Reporting to the Vice President of Data, Security, and AI Innovation, this role is instrumental in providing support, CRM insights, streamlining data processes, and driving technological efficiencies across GRCVB. The manager will play a pivotal role in the use of the Event Impact Calculator (EIC) and other data cloud solutions, supporting ROI analysis and tourism development strategies as outlined in Destination 2028, Wake County’s strategic plan.
Additionally, this position supports hardware and software technologies such as laptops, iPhones, conference room systems, and other cloud-based tools. It also includes creating training materials, standard operating procedures (SOPs), and technical guidance for GRCVB staff, ensuring they maximize the capabilities of available technology and data platforms.
EXPECTATIONS:
The Destination Data and Technology Manager is expected to:
- Manage projects effectively: Plan, initiate, and deliver projects on time and with superior quality. Regularly update stakeholders, including the Executive Vice President, Vice Presidents, and Directors, to ensure alignment.
- Exhibit professionalism and adaptability: Maintain a courteous, friendly, and professional demeanor when engaging with staff, partners, board members, and the public. Be a self-starter, organized, and technology-forward in solving challenges.
- Support staff and partners: Serve as a resource for data insights, training, and troubleshooting, encouraging staff engagement with CRM and technology systems.
- Ensure data integrity: Validate CRM and other system data accuracy, completeness, and organization, upholding GDPR and CCPA compliance and following best practices for safeguarding sensitive information.
- Stay current on industry trends: Continuously research emerging technologies, identify opportunities for innovation, and recommend solutions that align with organizational goals.
RESPONSIBILITIES:
Data Management and Analysis
- Track and report key performance indicators (KPIs) for End-of-Month, Business Plan, and End-of-Year goals, focusing on market performance, meetings, conventions, and leisure travel trends.
- Manage weekly updates of STR Inc. data and integrate insights into internal and external reports.
- Conduct CRM/EIC data analysis to identify trends and opportunities, preparing reports to inform decision-making across departments.
- Audit CRM database data and functionality for quality concerns, recommend improvements, and resolve discrepancies.
Technology Support and Training
- Act as the Tier 1 technology support representative for GRCVB staff, providing solutions for computer systems, mobile devices, and software platforms. Escalate Tier 2 issues to the Vice President of Data, Security, and AI Innovation for vendor management and additional support.
- Provide technical training and create SOPs to ensure GRCVB staff understand and maximize available tools and platforms.
- Evaluate existing technology and cloud platforms, advising on best practices to improve efficiency and user experience.
- Research, implement, and support new applications and platforms, ensuring smooth adoption by staff and partners.
Economic Impact Measurement
- Assist with the Event Impact Calculator (EIC) to evaluate the economic impact of conventions, meetings, sports competitions, esports, festivals, and exhibitions.
- Collaborate with key GRCVB staff to calculate ROI on public funds for tourism development projects.
- Prepare CRM extranet annual report cards for facilities and attractions that have received inter-local grant funding or requested future funding, supporting ROI analysis and public accountability.
Data Compliance and Governance
- Ensure compliance with GDPR, CCPA, and organizational data governance, policies, protecting sensitive information at all times.
- Maintain robust data validation checks, working with staff to resolve discrepancies and ensure data consistency.
Destination Collaboration and Reporting
- Work with Vice President of Data, Security, and AI Innovation on Wake County-based facilities and attractions to calculate annual economic impacts, using a combination of registration data, ZIP code analysis, Arrivalist(AirDNA) reports, and intercept surveys.
- Support Vice President of Data, Security, and AI Innovation on proactive requests with facility and attraction partners, assisting with long-term planning for tourism-related infrastructure projects.
REPORTS TO: Vice President of Data, Security and AI Innovation
SALARY: Upper $40Ks to lower $50Ks, commensurate with experience
Exempt position
JOB RELATED TRAINING AND EXPERIENCE:
Required:
- Experience in project management, support management, or data analysis/research.
- Advanced computer skills, including proficiency in Microsoft office products. (e.g. Microsoft Word, Excel, Outlook, PowerPoint, Planner, Teams, OneDrive, and OneNote).
- Bachelor’s degree in tourism, business, marketing, communications, computer science, information technology, data analyst or a related field (or equivalent professional experience).
- Hands-on experience troubleshooting technical issues and demonstrating curiosity about how different systems connect.
- Familiarity with CRM and CMS platforms (e.g., Simpleview CRM, CMS).
- Intermediate knowledge of HTML and CSS.
- Strong communication and proofreading skills.
- Capability to assist in the implementation and use of software tools in various organizational functions.
Preferred:
- Knowledge of content modeling, taxonomies, and metadata.
- Familiarity with interoperable data formats like JSON, XML, and CSV.
- Understanding of digital accessibility standards, including WCAG 2.0 AA or higher.
- Background in the hospitality, convention, or tourism industry.
- Knowledge of AI, including machine learning, NLP, and language models in digital marketing or CRM systems.
WORKING ENVIRONMENT:
In office position.