Customer Data and Targetting Manager

We are Accor. We are a worldwide Augmented Hospitality leader. We are more than 230,000 hospitality experts placing people at the heart of what we do, creating new connections & emotions for our guests, nurturing real passion for service and achievement beyond limits.

We’re so much more than hotels — we’re creating innovative lifestyle experiences , whether you live, work or play. Blaze your own trail from 40+ hotel brands, restaurants, nightclubs, spas, co-working spaces, and tech start-ups . 

Building on the strength of our teams and our strong holistic ecosystem of brands & solutions, we are breaking new ground to shape the hospitality of tomorrow and inspire new ways to experience the world.

You are part of Accor Digital & Business Factory division, L&E, E-Commerce & Customer Engagement Direction, more particularly in the Customer Knowledge department. Responsible for developing Customer Data Capture to improve Customer Knowledge and personalization, and for managing Targeting and Audience management for Omnichannel Marketing campaigns.

AUDIENCE, AD HOC TARGETING AND SCORING

 - Based on Marketing & Customer Analysis, define, specify and manage the evolutions on Core targets and Customer Segmentation to support the Customer Marketing strategy

- Identify & specificy ad-hoc customer scoring development requested for Customer Engagement activities and coordinate the development with related teams

- Generate advanced audiences in Salesforce & CDP

GLOBAL BUSINESS LEAD OF THE CUSTOMER DATA PLATEFORM

- Central Business Lead in the worldwide implementation of a new Marketing Platform and Customer Data Platform

- Manage Targeting and Profiling in Salesforce Marketing Cloud / Customer Data Platform. Support Marketing teams at both global and regional levels in campaigns management, by defining or refining Customer segments and audiences for Omnichannel Marketing campaigns.

- Contribute to the development of real time personalization on digital channels and to the implementation of Salesforce Interaction studio, by developing Data capture programs enabling personalization

DEFINE AND MONITOR CUSTOMER DATA CAPTURE & CONTACTABILITY

- Develop and monitor the Data capture standard to develop a 360° Customer Knowledge and Targeting capabilities

- Define and monitor the customer data capture performance, identify the top & worst data capture process, identify levers to increase the customer data consistency, the rates of contactables contacts on Omni Channel.

- OKR Owner on contactability topics

Formation & experience

>  Master’s degree with a strong background in Customer Data management, Data capture and CRM, Targeting/audience management
> Significant experience (5/8 y.) in Customer Data Capture/management and Targeting/audience management  for a leading Brand or Player, mature in Digital and Omnichannel Marketing
> Experienced on Marketing campaigns solutions, preferably Salesforce, CDP
> International experience is a must

Skills & profile

> Analytical capacites, data-driven, results orientated
> 360° Customer Database management
> Data capture, Targeting, Audience management
> Customer driven and passionate about Customer knowledge
> Digital and Omnichannel Marketing
> Communication / interpersonal skills
> English/French mandatory  
> Technical environnement for analysis & Targeting : SQL (advanced), CDP,  Tableau, Snowflake / Dataiku

Key interactions

Inside the Digital & Business Factory division:
> Ecommerce & Customer Engagement
> Digital factory
> Data Tribe (Datascience, Direct & L&P)
> Business Performance
> Brandinng Loyalty, Partnership & subscription Program team

Outside D&B Factory division : Hubs  (Power Brand, Luxe…)