Loyalty Member Experience Manager M/F

You are part of Accor global Sales Marketing Distribution & Loyalty division (SMDL), Loyalty Direction. The team is in charge of the loyalty program rules and customer promise, delivering the best experience for our members and B2B customers (hotels), looking constantly for scalable ways of developing it. STRATEGY / VISION Develop competitive intelligence (in and out of our industry) to identify critical market trends and capitalize on unmet customer needs to foster continuous improvement EXECUTION / OPERATIONS Be the housekeeper of Loyalty member knowledge, working with our customer and loyalty data analysts. Provide customer-oriented insights for better-decision making and satisfaction monitoring. Outline and monitor the quality of a member journey experience through different touchpoints : web, App, call center. Specifically in charge of the management of our utmost top tier, along with their personal assistants. In charge of the enhancement of their experience according to the current action plan. In charge of the welcome pack follow-up for our top tiers: printed letters & gifts sent to our loyalty members. Collaborate closely with internal cross-functional business stakeholders: customer care, communication, CRM… to feed them with Loyalty action plan advancement. _ONBOARDING_ Master the loyalty program existing customer promise and business model Understand hubs organization and operations _SCOPE OF ACTION_ Loyalty perimeter: * 69M members * 4,100+ participating hotels worldwide, across 37 brands * 8 regional Hubs to partner with _TRAINING & EXPERIENCE_ §3-5 yr. minimum in customer engagement or loyalty §Background in marketing, loyalty or digital §Hospitality background would be a plus _SKILLS & PROFILE_ §Fluent in French & English §Perfect mastery of PPT, Excel §Ability to go deep on analyzing issues at granular and operational level §Strong agility, always challenging, data-driven and analytical §Solid interpersonal capabilities to create long-lasting and trustworthy relationships