Market Research Manager

Overview We’re always looking for talent that believes in having fun. At PENN Entertainment, you’ll get to be a part of an exciting industry, where the days and nights are fast paced. You’ll work with an incredibly diverse set of coworkers driven by their enthusiasm for helping people find and have more fun. You’ll also get to work at a company that cares about your career growth and will help you get the support you need to expand your possibilities. Initial placement within the salary range is based on an individual's relevant knowledge, skills, and experience. Base salary is just one component of our competitive Total Rewards package, which includes wellness programs designed to support our team members' financial, physical, and mental well-being. Specific benefits—such as day‑one medical coverage, 401(k) matching, and annual performance bonus—may vary by position. Paid time off is earned according to the local policy and increases with the length of employment. Click HERE to discover how we empower team members to grow, thrive, and advance in their careers. Responsibilities The Manager, Marketing Research & Insights, will be a pivotal member of PENN Entertainment’s Corporate Marketing team, driving customer‑centric strategy through actionable research and insights. This role blends consumer research expertise with data storytelling to guide marketing, loyalty, and customer experience decisions across our gaming, hospitality, and digital platforms. Reporting into the central marketing strategy team, this individual will lead qualitative and quantitative research projects, manage voice‑of‑customer programs, and translate findings into clear narratives that shape enterprise priorities. A strong grasp of research design, analytics integration, and executive communication will be essential. ESSENTIAL DUTIES AND RESPONSIBILITIES The following and other duties may be assigned as necessary: Insight Generation & Research Execution Lead end‑to‑end design and execution of primary research initiatives, including surveys, concept tests, segmentation studies, and brand health tracking. Collaborate with internal stakeholders to define research objectives, select appropriate methodologies, and translate findings into recommendations. Manage vendor relationships and oversee third‑party research partners as needed. Voice‑of‑Customer (VOC) & Experience Optimization Own the VOC program (e.g., Medallia, Qualtrics), including survey instrument revisions, dashboard governance, KPI tracking, and executive‑level reporting. Partner with customer experience and operations teams to identify pain points and measure progress toward improvement initiatives. Cross‑Functional Collaboration Serve as a strategic partner to Corporate Brand, Loyalty, Omnichannel, and Property Marketing teams to answer complex business questions through research. Collaborate with the Corporate Analytics team to integrate behavioral data with attitudinal insights, strengthening the link between research and performance. Insight Communication & Storytelling Develop compelling narratives to communicate insights to senior stakeholders, including VP and C‑suite audiences. Maintain a research knowledge repository and create scalable deliverables, including dashboards, templates, and executive‑ready presentations. Core Competencies Analytical Rigor: Strong command of quantitative and qualitative research design, analysis, and interpretation. Strategic Storytelling: Ability to craft clear, influential insight narratives tailored to business audiences. Platform & Tool Proficiency: Comfortable working with VOC platforms (e.g., Medallia, Qualtrics), survey tools, and BI tools (e.g., Tableau, Power BI). Collaboration & Influence: Effective at working across cross‑functional teams and aligning insights to business priorities. Requirements To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Must be at least 21 years of age. 5+ years of experience in marketing research, consumer insights, or strategic analytics roles—preferably in hospitality, gaming, or related sectors. Bachelor’s degree in Marketing, Psychology, Economics, Statistics, or a related field; Master’s degree preferred. Hands‑on experience managing customer feedback platforms (Medallia or Qualtrics). Familiarity with advanced analytics techniques (e.g., cluster analysis, regression, text analytics). Experience with SQL and Python is a plus. Skilled in executive communications, stakeholder management, and AI‑assisted productivity tools. High Performer Sample Work Outputs Design and analyze a segmentation study to guide audience targeting in a loyalty campaign (Objectives, Data Collection, Question Battery, Top‑line, Full Report). Revise and optimize the VOC survey experience to better capture post‑visit feedback across casino properties. Deliver a quarterly insights summary to executive leadership showcasing brand health, guest satisfaction, and competitive sentiment. Collaborate with the analytics team to connect behavioral churn data with attitudinal signals from VOC. Create a standardized insights dashboard for recurring executive reports. SUPERVISORY RESPONSIBILITIES This job does not have supervisory responsibilities. LANGUAGE SKILLS Ability to read and communicate verbally in English. Written communication skills in English may also be required. REASONING ABILITY Ability to apply commonsense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations. CERTIFICATES, LICENSES, REGISTRATIONS Employee must be able to qualify for licenses and permits required by federal, state and local regulations. PHYSICAL DEMANDS The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to stand and use hands to finger, handle, or feel objects, tools, or controls. The employee frequently is required to reach with hands and arms and talk or hear. Specific vision abilities required by this job include close vision, color vision, and peripheral vision. The employee must regularly lift and/or move up to 10 pounds, frequently lift and/or move up to 25 pounds, and occasionally lift and/or move up to 30 pounds, and must have the ability to push, pull, reach, bend, twist, stoop, stack, crouch, kneel and balance when performing job duties in varying work areas such as confined spaces. WORK ENVIRONMENT The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The employee is frequently exposed to moving mechanical parts, risk of electrical shock, and vibration. The noise level in the work environment is usually moderate. Employee could be exposed to an environment containing unrestricted second‑hand tobacco smoke. #J-18808-Ljbffr