Customer Knowledge Operations Manager FMX
Customer Knowledge Operations Manager FMX
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1 Vacancy
Job Description
We are the Digital & Business Factory of the Accor Group the innovation and transformation laboratory of the global leader in the hospitality industry;
With our 700 Heartist we bring together the best of hospitality and the best of tech & digital.
Our ambition: to offer personalized memorable and sustainable experiences.
Here we give birth to new ways of traveling in each of our 5500 hotels closest to our 100 million customers in 110 countries.
Here we are at the heart of a fantastic playground for designing and creating digital products and services for our customers and our hotel teams generating maximum value for our company.
Here your scope will have no boundaries so dare to impact on the world with us!
Here is where your greatest challenge awaits you:
You are part of Accor Loyalty & Ecommerce ECommerce & Customer Engagement Direction. More particularly in the Customer Knowledge department. Responsible for providing insight and KPI for the whole organization on contactability and marketing relationship enriching Customer Data Capture to improve Customer Knowledge and personalization and for support the rollout of new projects like CDP or CMP for Omnichannel Marketing campaigns (expertise roadmap trainings).
Your mission:
CUSTOMER DATA COLLECT & CONTACTABILITY
- Define & Monitor the customer Data collect on each ACCOR touchpoint (identify information optins) and contribute to develop a 360 Customer knowledge for activation and personalization.
- KR owner on Contactability :
- Develop our contactability & targeting capabilities (insights use case definition)
- Analyse & monitor analyse top & worst Data Collect process what are our levers to increase clean and make sure our contactable contacts are really contacted.
Interlocutor : CRM Digital Factory Team & data Tribe
SEGMENTATION & SCORING & DEEPDIVE
- Define specify and coordinate the needs & evolutions and run first levels POC on Segmentation & Scorings (Luxe & Brand Subscription Card Levers appetency) to support the global Ecommerce & Customer Engagement strategy
- Owner of the Commercial Pressure score key asset for Accor (#retaincustomers)
- Deep dive on adhoc Analysis for revealing untapped pocket of value for Accor to use on specific targeting (Resort brand Ennismore Launch)
- Merge segmentation & personae initiatives within Digital & Business Factory.
Interlocultor : Customer Insights Manager Data Tribe CRM Digital Factory
SUPPORT DEPLOYEMENT AND USAGE OF ADVANCED TOOLS : CDP & CMP
- Customer Success role on Customer Data Usage scoring & segment in digital & marketing tools
- Business Lead on the worldwide implementation of the Customer Data Platform (Hightouch)
- Support Marketing teams to run test to measure the incrementality of their actions in Salesforce Marketing Cloud / Customer Data Platform (Control groups)
Interlocutor : CRM Acquisition & Omnichannel Team Brand and Regional Marketing teams
MANAGEMENT : TEAM OF CONSULTANTS/EXTERNALS
.
Qualifications :
And you
Masters degree with a strong background in Data Marketing and/or CRM Analysis or Scoring/Segmentation for Targeting/audience
Significant experience (at least 6 years experience) in Customer Data and CRM/Media data for a leading Brand or Player mature in Digital and Omnichannel Marketing
Experienced on Marketing campaigns solutions preferably Salesforce CDP
First experience in managing people is a plus
International experience is a must
Do you identify with the following statements
Data crunching & analytical capacites datadriven results orientated
360 Customer Database management
CRM Targeting Audience management
Customer driven and passionate about Customer knowledge
Project management capabilies
Digital and Omnichannel Marketing
Communication / interpersonal skills
English/French mandatory
Technical environnement for analysis : Tableau Snowflake / Dataiku SQL/Python/ R Office suite
Additional Information :
Accor dares to impact:
the world
We are committed to the world around us with a strong employer culture focused on the development of our 300000 talents.
On the tech side we are committed to reducing the impact of digital technology across all our projects.
your career:
We enable all our employees to manage their worklife balance and offer them the means to shape their work environment according to their preferences.
Training and career paths are defined both individually and collectively allowing us to grow together on a daily basis.
We value the richness of diverse nationalities represented from various backgrounds encompassing all the stories that make us who we are. We encourage diversity in personalities and professional paths. We know how to adapt to the specific needs of our employees especially those with disabilities.
Specifically at the Digital & Business Factory
Expanded remote work and no meetings on Wednesday afternoons
Continuous improvement & training: Hackathons exceptional technological partnerships dedicated talent management and a specialized platform for training Digitech Academy & certifications.
and also
Work from Everywhere: Personal access provided to over 500 coworking spaces many of which are within our hotels.
ALL Heartist Program: Unforgettable stays and experiences at all Accor locations and partner venues worldwide.
Heartist for Good Program: Commit to supporting an association of your choice from those available on our volunteering platform (1 day offered per year by the Group during your working hours).
An Employee Social Committee (CSE) supporting the financing of your cultural and sports activities.
Sustainable Mobility Package up to 700 for the use of green transportation or 75% coverage of Pass Navigo (public transportation pass).
10 meal vouchers.
A mandatory health insurance plan funded at 50% by Accor without additional costs in case of enrollment of your dependents.
And at our Issy les Moulineaux site: Collaborative workspaces an employee restaurant unlimited coffee gaming and sports areas a concierge service and a park just across the street
Is this mission appealing to you
Recruitment is all about people!
Apply and we will offer you:
A meeting with our recruitment team to present the essential aspects of the position to you or guide you towards the role that may suit you.
- An interview with the team manager responsible for the role you are interested in.
For some roles you might also be required to complete an assessment (use case and motivation questionnaire.
- A final interview with our Human Resources team to discuss our Groups culture work environment training program career prospects as well as various benefits offered by the Group.
A personalized feedback.
#accordigitalfactory
Remote Work :
Yes
Employment Type :
Fulltime
Employment Type
Remote
