Head of Customer Insigths

il y a 9 heures

LevalloisPerret, France Lagardère Travel Retail Temps plein

MISSIONS

Objective of the job is to better understand, anticipate and answer/address Travel Retail passenger’s needs & expectations (consumer-brands-landlords) to improve the overall global experience & maximize revenue. Building on local initiatives and strategies and develop targeted partnerships and collaborations to realize this ambition.

**Missions**:
To do this, the Head of Customer Insights & CRM will be in charge of:

- Anticipate Travel Retail consumers market evolution : Consumers-Brands-Landlords by relying on the expertise of research agencies or/and by centralizing the various existing data’s on the worldwide network (business lines and countries).
- Develop tailored and appropriate customer surveys (customer behavior, trends, airport specific etc.) to support /respond to business lines or countries on specific needs and researches.
- Develop, support & coordinate customer data driven or/and CRM projects by cooperating with business lines and countries & partnering with various players in the Travel Retail ecosystem (airport, airlines, external agencies/suppliers etc.)
- A better understanding of landlord business challenges, needs and objectives, to define and execute their customer analytics enablement plan.
- Based on landlord needs, work closely with Data Analyst teams to turn database (sales, pax behavior, understanding and feedbacks etc.) into tailored actions.
- Coordinate country customer data/CRM projects on field execution, budget and timing.
- Define CRM best KSF & KPI’s performances/ analysis, monitoring to follow.
- Purpose the most CRM appropriate recommendations (by Business lines, by country, by airport etc.) & operational guidelines to follow for the international network roll out.
- Nourish countries global network & business lines with best practices sharing.
- Organize and animate countries/BL meetings several times during the year on customer insights or/and data’s projects management.
- Identify successful CRM projects specific business cases & KSF to share.
- Benchmark relevant markets and competitors to ensure leadership on key matters.

To do it properly, the Head of Customer Insights and CRM will have to:

- Collaborate and ask for data’s assumptions with counterparts in other specialist teams (Data Analyst teams, BI, & Research teams) in order to deliver the appropriate insights which address client needs and maximizes business results
- Works cross functionally with departments including countries, digital, IT, Operations, merchant & Marketing teams.
- Assist in preparation of internal or external documents/presentations outlining key findings/results
- Manage the customer Insights & CRM corporate budget

PROFIL

Skills and profile:

- At least six years of experience working in Marketing / CRM
- Autonomous, open-minded with excellent interpersonal and communication skills to work in a multi-cultural context and on transversal projects.
- Good structuring of though and analytic, agile with numbers.
- Organized and comfortable working in a fast-paced environment with the ability to lead and deliver multiple simultaneous projects in parallel.
- Fluent English and excellent verbal and written communication skills.
- Office skills (Word, Excel, PowerPoint) required
No management for the moment

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