Senior Manager CRM

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

Qualifications

Business 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