Accor est un leader mondial de l’hospitalité, offrant des expériences dans plus de 110 pays avec 5 700 hôtels, 10 000 restaurants et bars, ainsi que des espaces de bien‑être et de coworking. Le Groupe opère l’un des écosystèmes les plus diversifiés du secteur, grâce à plus de 45 marques hôtelières allant du luxe à l’économie, incluant des marques lifestyle via Ennismore. Accor s’engage à mener des actions concrètes en matière d’éthique des affaires, de tourisme responsable, de développement durable, d’engagement communautaire et de diversité & inclusion.
Avec son vaste portefeuille de 15 marques distinctives et puissantes couvrant les segments Premium, Midscale et Économique dans 48 pays, la région Europe & Afrique du Nord offre aux clients une large gamme d’expériences uniques.
Job Description
Own the end-to-end execution and performance of CRM programmes across ENA, covering ALL-Loyalty and Brands campaign vehicles (email, push, mobile),. Act as the operational and analytical backbone of the stream: bridging campaign execution with audience strategy, driving the technical orchestration of the personalisation stack, and ensuring activations are built on production-grade data and segmentation.
CAMPAIGN OWNERSHIP & PERFORMANCE
Own and execute the full campaign lifecycle for ALL and Brands vehicles: brief intake, scoring, framing, audience build, content coordination, validation, production, QA, send, monitoring
Deliver continuous improvement across engagement and revenue KPIs with clear distinction between total and incremental performance
Run systematic A/B testing across sending, subject lines, content modules, and audience splits
PERSONALISATION STACK & PRODUCT INTERFACE
Day-to-day operational owner of dynamic content personalisation tool (briefing, module config, variant management, performance review)
Day-to-day operational owner of copy optimisation tool (subject lines, CTAs, variant logic, uplift tracking)
Maintain pipeline integrity through the platform migration - pre-migration gap analysis
Engage Central CRM on roadmap alignment, flagging ENA needs
DATA & AUDIENCE ACTIVATION
Partner with Data & CDP to build, maintain, and reuse priority segments aligned to NBA and ICP strategy, leveraging brand affinity to support ALL vs Brands arbitration
Pull and interpret data across dashboards, CDP, datalake, and attribution into actionable decisions
Flag data quality issues before they reach leadership
Apply commercial pressure rules to protect ALL & Brands contactable base integrity
OPERATIONAL PROCESS, REPORTING & STAKEHOLDER MANAGEMENT
Track and report on engagement KPIs (open, click, reactivity) and revenue KPIs (total vs incremental) per campaign vehicle
Design and interpret A/B tests across audience splits, sending parameters, subject lines, and content modules
Operate Asana as the single source of truth for validations, timelines, and task ownership
Coordinate production agency and translation workflows across 8 ENA languages
Act as ENA's operational voice in Central CRM and brand stakeholder forums: raise product needs, protect regional calendar
QualificationsBusiness degree with focus on Marketing & Communication
Min. 4/8 years work experience in CRM/GRM, Loyalty and/or Marketing
CDP working knowledge & Personalisation tool familiarity
Data réconciliation across multiple sources
Experience in Tourism or Hotel Industry (Operations) is an advantage
Fluent in English
Knowledge of common E-Mail Provider Tools (e.g. Salesforce, MoEngage)
Platform migration experience
IA literacy & application
Analytical skills, knowledge of Google Analytics. Tableau
Customer-oriented & target group-focused
Strong communication & organizational skills
Additional Information
Informations diverses sur le poste :
Société : Accor SMI
Lieu de travail : Issy les Moulineaux
Statut : Cadre
Type de contrat : CDI
Durée du travail : Contrat Forfait Jours
Date prévisionnelle d'embauche : 07/2026
Autres avantages : Tickets restaurant, prise en charge à hauteur de 75% de l’abonnement Navigo
Skills Required
- Business degree focused on Marketing & Communication
- Min. 4-8 years experience in CRM/GRM, Loyalty and/or Marketing
- Working knowledge of Customer Data Platform (CDP) and personalization tools
- Familiarity with common e-mail provider tools (e.g., Salesforce, MoEngage)
- Platform migration experience
- AI (IA) literacy and application
- Data reconciliation across multiple sources
- Analytical skills; knowledge of Google Analytics and Tableau
- Customer-oriented and target group-focused
- Strong communication and organizational skills
- Fluent in English
- Experience in tourism or hotel industry operations
What We Do
We are Accor We are more than 290,000 hospitality experts placing people at the heart of what we do, creating emotion for our guests, and nurturing passion for service and achievement beyond limits. Building on the strength of our teams and of our fully integrated ecosystem of leading brands, personalized services & expert solutions, we break new ground to reimagine hospitality and inspire new ways to experience the world. We are dedicated to suit all desires and needs, and reinvent the guest experience every day with our 45 hotel brands across all segments- 5,600 properties around the world from luxury five-star palaces to smart economy hotels, exquisite residences to full-service resorts. Because we take care of millions of guests and each of our hotels is a world in itself, where every action counts. We strive to make positive impact both locally and globally, to ensure hospitality benefits not only the few, but all.
