Customer Knowledge Operations Manager F/M/X

Company Description

Accor Tech & Digital is the power engine of Accor technology, digital business and transformation. Our 2,000 talents are committed to deliver the best tech and digital experiences to our guests, hotels and staff across 110 countries and to shape the future of hospitality. 

Accor Tech & Digital, jobs in the tech field where intelligence is above all human ! 

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 5,500 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 & E-commerce, E-Commerce & 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 roll-out 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 touch-point (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? 

• Master’s 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, data-driven, 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 300,000 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 work-life 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: 

1. 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. 

2. An interview with the team manager responsible for the role you are interested in.

3. For some roles, you might also be required to complete an assessment (use case and motivation questionnaire. 

4. A final interview with our Human Resources team to discuss our Group's culture, work environment, training program, career prospects, as well as various benefits offered by the Group. 

5. A personalized feedback. 

#accordigitalfactory