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Customer Account Product Manager

Il y a 2 mois

Paris, Île-de-France Club Med Temps plein

Customer Account Product Manager (H/F)

Job Location

Paris La Villette

Contract Type

Permanent Contract

Job Overview

Since its inception in 1950 and the creation of the all-inclusive vacation concept, Club Med has established itself as the global leader in its sector, embodying a high-end, friendly, and multicultural spirit. With nearly 70 vacation villages located in some of the world's most beautiful destinations, its cruise ship, tours, and Luxury Villas & Chalets, Club Med continues to symbolize dreams and happiness.

Context

Our Global Marketing Digital & Technology (gDMT) division is currently seeking a new Customer Account Product Manager to join our team. This role is essential for enhancing our customer experience and follows the departure of a team member.

Within the Digital Customer Experience department, particularly in the Selfcare team, your primary responsibility will be to oversee and implement the Customer Account roadmap, as well as manage business performance to enhance customer satisfaction, increase the adoption rate of our digital services, and boost the sales of additional services.

The customer account serves as a crucial asset in the digital journey, enabling customers to manage their bookings independently (from option placement to payment) and prepare for their stay with ease. Currently utilized by over 70% of our clients between booking and departure, our goal is to increase its usage and maximize the uptake of various services (both existing and forthcoming).

In 2023, Club Med aimed to rejuvenate its brand identity through a modernized and revitalized image, committing to a redesign of its e-commerce site to become the most desirable lifestyle travel brand in the market. The year 2024 will be pivotal for the Customer Account. Your mission will involve preparing for a future technical and UI/UX overhaul scheduled for 2025. You will have access to significant data sets (100% of customer journeys are recorded in the Customer Account) and customer feedback (call center recordings, satisfaction studies, etc.).

Responsibilities

1/ Management and Delivery of the Customer Account Roadmap

  • Leading a feature team and facilitating AGILE ceremonies: daily stand-ups, grooming, demos, retrospectives.
  • Developing the roadmap and prioritizing the backlog with a user and data-driven approach.
  • Defining OKRs (Objectives & Key Results).
  • Participating in the Product Discovery phase for major projects (benchmarks, data analysis, contributing to user testing scenarios, utilizing AI for various analytical use cases).
  • Gathering business requirements and functional framing with stakeholders (Business Unit, Product Marketing, Brand, Social Media, CRM, etc.).
  • Briefing UX and overseeing mockups in collaboration with our UX/UI team (both internal and external).
  • Leading technical design workshops with backend, API, and infrastructure teams.
  • Writing user stories (assisting project management) and tracking them through to production deployment, ensuring compliance with quality, performance, cost, and timelines.
  • Conducting functional testing and regression tests.
  • Organizing and leading demonstrations of new customer account features during internal meetings.

2/ Business Performance Management

  • Monitoring performance through Google Analytics, Data Studio, or ad hoc analyses with Data Analytics teams to guide and prioritize development areas for newly delivered features.
  • Participating in workshops to create future dashboards for tracking customer journeys to maximize the usage rate of the "Customer Account" product.

3/ International Coordination with Business Units

  • Contributing to the drafting of release notes and guidelines for markets.
  • Writing monthly newsletters (feature presentations and KPIs).
  • Developing user guides aimed at training market stakeholders, specifically targeting the B2C community and commercial/call center/travel agency representatives to communicate new features and demonstrate their dual benefit: maximizing customer self-service for low-value tasks and enhancing customer satisfaction.
  • Providing UX recommendations and ensuring their implementation.

Key Performance Indicators

  • Percentage of customers logging into the customer account at each stage of their journey.
  • Success rate of customer account logins (by login method: phone, email, customer number, etc.).
  • Uptake of services prior to stay (easy childcare, easy transfer, easy check-in/out, easy ski) within the customer account.
  • Upsell revenue generated through the customer account.
  • Number of options confirmed in the customer account compared to other conversion channels.
  • Number of balance payments completed in the customer account compared to agency/call center channels.

Desired Profile

  • Professional Experience: Minimum 3-4 years of experience managing digital projects (website and mobile app redesigns, deployment of new services, tools, or features) in an agile environment. Experience in a consulting firm is a plus. International experience is also a plus.
  • Education: Bac +4/5 from a business or engineering school, or a specialized Master's degree (project management, new technologies, etc.).
  • Technical Skills: Agile methodology & digital project management tools, with the ability to communicate effectively with IT teams.
  • Interpersonal Skills: Excellent relational and writing skills. Creativity, problem-solving abilities.
  • Personal Qualities: Leadership, synthesis capability, decision-making, and determination.
  • Languages: Fluent English (daily written and spoken use).

Conditions

  • Permanent position.
  • Based in Paris.
  • Travel may be required to villages and the Lyon office.
  • Current telework policy: 8 days/month in agreement with the team; possibility to take a full week off each quarter.
  • Employee benefits include "Vacances G.O" for all permanent positions after one year of service: vacations in Club Med resorts at preferential rates for the employee and their family or a chosen companion.

All our positions are open to individuals with disabilities.