VP of Guest Marketing & Experiences at Sky Zone

Colorado Springs, Illinois, United States -

Full Time

Start Date

Immediate

Expiry Date

01 Feb, 26

Salary

225000.0

Posted On

03 Nov, 25

Experience

10 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Digital Marketing, Lifecycle Marketing, Customer Journey, Data Analytics, Team Leadership, Guest Experience, MarTech, CRM, Customer Retention, Program Development, Innovation, Communication, Collaboration, Problem Solving, Brand Strategy, AI

Industry

Recreational Facilities

Description

CircusTrix dba Sky Zone VP of Guest Marketing & Experiences Full-time Location: Dallas, Denver, Chicago, New York, or Southern California Department: Marketing Reports to: CCO Travel: 20-25% FLSA: Exempt ____________________ WHO WE ARE: At Sky Zone, our mission is to enrich lives through the power of boundless play – whether that’s on the trampoline court, behind the scenes, or at the corporate level. We believe play fuels confidence, connection, and joy, and we’re proud to create experiences that reflect that purpose in everything we do. As the leader in active indoor entertainment, we host unforgettable birthdays, team events, and school parties across the country. Backed by our parent company, CircusTrix, and recognized as a top franchise and growth brand, we continue to raise the bar for innovation and impact in the industry. Our culture is shaped by our core values: We Play Without Limits, Ignite Innovation, Grow Together, Fuel Joy, and Serve Big, Give Bigger. Whether in a park or a boardroom, these values guide how we lead, collaborate, and show up for each other and for the communities we serve. ____________________ WHO YOU ARE: You champion joy through connection, blending digital innovation with human experience to make every guest interaction unforgettable. With a customer-obsessed mindset, you unite marketing technology, lifecycle strategy, and in-park experiences into one seamless journey that builds loyalty, drives repeat visits, and amplifies the energy of our brand. You believe data and creativity go hand in hand—using insight, AI, and imagination to create personalized moments that inspire families to play, return, and share the Sky Zone experience again and again. HOW YOU BRING OUR MISSION TO LIFE: You bring our mission to life by owning the complete guest journey from first visit through loyalty and advocacy. Leading a team of 90+ marketing and guest experience professionals, you blend technology, creativity, and insight to design personalized, data-driven experiences that keep families engaged and connected to the joy and energy of Sky Zone. Your core responsibilities include: Digital & Lifecycle Marketing Owning and evolving Sky Zone’s digital ecosystem, including the website, mobile web experience, and future app development. Driving digital innovation strategy to enhance user experience, conversion rates, and guest engagement. Leading the development of new digital products and features that increase repeat visitation and incremental revenue. Overseeing site optimization and digital analytics to ensure continuous performance improvement. Partnering with IT to manage MarTech stack strategy, integration, and optimization. Developing and executing a comprehensive lifecycle marketing strategy across email, SMS, push notifications, and emerging channels. Building sophisticated customer journey maps and automated communication flows that drive engagement at every stage. Creating promotional strategies and calendars for existing customer databases that balance frequency, relevance, and revenue goals. Implementing advanced segmentation strategies based on behavior, preferences, purchase history, and predictive analytics. Designing win-back, reactivation, and churn prevention programs that deepen loyalty and retention. Ensuring data quality, integration, and governance across all customer touchpoints and systems. Building a single household view to enable seamless personalization across channels. Partnering with IT and Analytics to establish scalable data infrastructure, reporting, and insights capabilities. Implementing measurement frameworks and dashboards to track lifecycle marketing performance and ROI. Developing Sky Zone’s comprehensive loyalty strategy from concept through implementation. Designing reward structures and gamification elements that inspire repeat behavior. Creating in-park engagement programs and exclusive experiences that strengthen guest connection. Program Innovation & Enhancement Overseeing all signature Sky Zone programs, including Birthday Parties, GLOW events, and future program development. Enhancing the birthday party experience to drive higher satisfaction, increased spend, and stronger word-of-mouth. Evolving GLOW programming with innovative themes, marketing, and in-park experience improvements. Developing new park programs and experiences that drive incremental visits and revenue growth. Creating program playbooks, training materials, and quality standards for consistent execution across all locations. Analyzing program performance and guest feedback to identify and act on improvement opportunities. Partnering with Operations to ensure seamless program delivery and alignment with brand standards. Guest Services Excellence Leading inbound customer service teams that deliver exceptional support across phone, email, chat, and social channels. Overseeing outbound program sales teams that drive birthday bookings, group sales, and membership conversions. Establishing service standards, KPIs, and quality assurance processes to ensure a world-class experience. Implementing technology and tools that enhance agent efficiency and guest satisfaction. Developing training programs and career development paths that promote growth and retention within service teams. Leveraging guest service insights to inform product, marketing, and operational improvements. Team Leadership & Agency Management Building, leading, and mentoring a team of 90+ professionals, including direct reports, customer service agents, and program specialists. Managing relationships with CRM, digital, and creative agencies to ensure best-in-class execution and performance. Developing an organizational structure and talent strategy that scales with business growth and evolving needs. Strategic Partnership & Cross-Functional Collaboration Collaborating with the broader Commercialism team to ensure cohesive guest communications and brand alignment. Partnering with Revenue Management on promotional strategy, pricing, and financial forecasting. Aligning with Operations on program delivery, training, and guest experience standards. Partnering with IT on technology roadmap planning, data architecture, and systems integration to enable unified execution. WHAT YOU BRING TO THE TEAM: Required Qualifications Bachelor’s degree in Marketing, Business, Communications, or a related field; MBA or equivalent advanced degree preferred. 12+ years of marketing experience, including 7+ years in senior leadership roles overseeing digital marketing, CRM, or guest experience functions. Proven expertise in lifecycle marketing and customer journey orchestration, with a strong ability to deliver personalization at scale. Deep knowledge of modern MarTech ecosystems, including CRM platforms, CDPs, marketing automation, and analytics tools. Demonstrated ability to use data and analytics to inform marketing strategy and drive measurable business results. Experience leading large, distributed teams, including remote team members and agency partners. Track record of improving customer retention, repeat purchase behavior, and overall lifetime value growth. Background in B2C industries, either direct or agency-side, such as retail, hospitality, entertainment, recreation, restaurants, or travel. Strategic thinker and precise executor, with exceptional attention to detail and follow-through. Outstanding communication skills and executive presence, with the ability to influence across all levels of the organization. Ability and willingness to travel 20–25% for park visits, team meetings, and industry events. The ability to remain stationary for extended periods while working on a computer and communicating effectively via phone and Teams, with or without reasonable accommodation. The ability to move around and position oneself appropriately during park visits and events. Preferred Qualifications Experience with Braze or similar lifecycle marketing platforms. Background leading customer service or contact center operations with measurable performance outcomes. Proven success developing and launching loyalty programs that drive engagement and retention. Experience leveraging AI and machine learning for marketing automation and personalization. Knowledge of mobile app development and product management in a consumer-facing environment. Experience with family entertainment, active lifestyle, or youth-focused brands preferred. History of digital product innovation and new feature development that enhances guest experience. Understanding of membership or subscription business models and associated retention strategies. Experience in private equity–backed or high-growth environments, ideally with multi-unit or franchise systems. Core Skills & Competencies Guest-centric strategy, anticipating and shaping the complete guest journey through data, empathy, and insight to create memorable, loyalty-driving experiences. Cross-functional collaboration, partnering seamlessly with Operations, IT, Revenue Management, and Creative to align guest experience initiatives across all touchpoints. Innovative problem solving, applying creativity and strategic thinking to develop new programs, products, and digital solutions that enhance guest satisfaction and business growth. Change leadership, navigating complexity and guiding teams through transformation, innovation, and rapid growth with clarity and confidence. Brand storytelling and influence, communicating with authenticity and executive presence to inspire teams and engage stakeholders around a shared vision. WHY THIS ROLE MATTERS: When it comes to families, Sky Zone is more than a place to play – it’s a space to connect, celebrate, and create memories that last. You’re the architect of that experience, ensuring every guest feels seen, valued, and energized by the joy and connection that define our brand – building loyalty, deepening engagement, and driving lasting growth along the way. ____________________ Compensation range is $200-$225k + bonus based on qualifications, experience, and performance. Full-time employees at CircusTrix enjoy a competitive benefits package including medical, dental, and vision coverage along with a 401k plan with company matching. Eligibility for 401k is based on age and tenure requirements. Application deadline: October 28, 2025 While we anticipate the application window will close on this date, Sky Zone reviews applications on a rolling basis and will consider candidates until the position is filled. CircusTrix and its brands are proud to be equal opportunity employers. We celebrate diversity and are committed to creating an inclusive environment for all team members. #excl We're the world's largest brand of indoor entertainment parks. (And we invented them, it's true!) To put it another way: We're the place where nothing gets in the way of play. That means we build incredible parks that are cleaner, safer, and better designed for your family. It's everything you might want with amazing people running the show. (We even know how to get a little wildish at times.) If you're looking for the best spot to play as a family, come visit us at Sky Zone, because play rules here.

Responsibilities

You will own the complete guest journey from first visit through loyalty and advocacy, leading a team of 90+ marketing and guest experience professionals. Your responsibilities include driving digital innovation, enhancing guest experiences, and overseeing customer service excellence.