CRM & Omnichannel Manager
il y a 3 jours
Company Description
Leading the hospitality revolution, Accor is more than a hotel group. With luxury to economy, homestays to resorts, we are a holistic ecosystem of 40 brands in 110 countries, Talent and Solutions, ready to engage with the future’s endless possibilities. Accor has an offer to bring new life to the way you live, work, play and do business with a personalized guest experience.
**Job Description**:
You are part of Accor Customer Ecommerce & Customer Engagement Division, more particularly in the Global CRM department. With a strong data-mindset, you are leading the design & development of different Customer Journeys with the purpose of building value driven long-term relationships with our clients.
The main responsabilities are to identify, design and develop omnichannel Journeys driving business performance through a cohesive and optimal communication experience for specific Accor Customer segments across touchpoints
1. CUSTOMER JOURNEY DESIGN
- Use research methods, benchmarking and customer data to understand how to best address client need
- Define holistic programs for our ALL members/non-members (target, key moment, objectives, timing, channels) focusing on high value use cases
- Collaborate closely with Loyalty and Partnership teams to ensure alignment of objectives and consistency, acting as the voice of the customer
- Collaborate closely with HUBs to drive test & learn agenda and create local relevancy (local contents/offers)
- Pro-actively develop regular exchange with other colleagues within CME to align on a consistent cross-channel journey and priorities (digital experience/Ecommerce)
- Establish creative brief for asset creation working with external agencies and in line with global ALL communication team guidelines (template content, tone of voice)
2. DEVELOPMENT AND PERFORMANCE
- Prepare detailed expression of needs and act as Business Owner as mirror to product organisation (CRM tribe)
- Continously nourish and enrich the ALL customer journey playbook and communicate on it
- Regulary monitor performance and perform analysis for continuous improvement
- Develop the new governance specifically with the Global Partnership team
- Manage 2 people
- Create perenial relationship with key internal stakeholders: governance / ways of working / communication etc
3. INNOVATE AND INSPIRE
- Improve CJ strategy with innovation exploiting new tech stack capabilities & upskilling opportunities
- Be evangelist of Customer journeys sharing best practices on the market and support building a strong CRM community
**Qualifications**:
Master’s degree with a strong background in Marketing campaign management, CRM operations and Digital Marketing
Analysis & reporting
Significant experience in CRM strategy journey design
Experienced Salesforce ranger with strong Marketing Cloud knowledge is a plus
Exposure to multi-cultural teams, International experience is a must
English/French mandatory
Additional Information
Temporary job for 6 months (maternity leave replacement).
**Skills**:Customer centric, passionate about delivering best in class journeys to merge company objectives with client expectation
Strong advocate of customer and communication trends
Hands on and used to transversal collaboration
Po-active and results orientated
Strong communication / interpersonal skills
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