Guest Knowledge & Engagement Manager - FTC

CRM Manager ¦  La Vallée Village ¦  Fixed term Contract /Full time/ On Site

Something Extraordinary Every Day™

Join our Marketing Department’s Guest Knowledge and Engagement team, where we develop and implement customer engagement strategies and personalized experiences to foster loyalty and support growth. Our team collaborates closely with other departments (Marketing, Retail, Partnership, Tourism, etc.) to successfully execute cross-functional projects for the Village. We are currently seeking a Guest Engagement Manager to join our team. You will work on relationship strategy, CRM project management, campaign execution, and performance analysis.    

What you will be doing

The key responsibilities of this role will include some or all the following.

• Support the Head of Guest Knowledge and Engagement in developing the Program’s value proposition.
• Define the overall engagement strategy for the Programme.
• Supervise the communication strategy of the membership programme and conduct constant optimizations to increase metrics and database’s engagement
• Monitor and track engagement across different database segments to implement specific campaigns for active, inactive, or dormant members.
• Plan, implement, and manage the performance of commercial campaigns for our members.
• Define the overall recruitment strategy and develop plans and tools to drive member acquisition (partnerships, brands, hosts, website, app, paid media, etc.).
• Provide insights on the profile of our guests by using various analysis tools to assist in developing the relevant contents and activations to our guests or potential guests
• Develop exclusive benefits and rewards for members in collaboration with various teams.

What makes you special

We are looking for an individual who can display the following experience and skills:

• You have experience in a CRM department and have contributed to the implementation of exclusive projects for a loyalty program. (5+ years)
• You have managed the animation plan of a loyalty program across multi channels
• You are proficient with CRM management tools like Salesforce Loyalty.
• You have an analytical mindset and are skilled in data manipulation and visualization using software like Excel or Power BI.
• You possess strong organizational skills, attention to detail, and excellent written and verbal communication skills.
• You have a keen interest in customer engagement and loyalty topics.
• French is your native language, and you have excellent proficiency in English, both written and spoken, with the ability to work in a multicultural and multilingual environment.
• You are a self-starter and you are confident in stakeholder management.

There’s no one quite like us

The Bicester Collection are the worlds’ leading luxury shopping destinations, and we are committed to creating magical and memorable experiences for our guests. Taking the name of the founding Village, The Bicester Collection distinguishes the 11 Villages in Europe and China as one collection of destinations for our guests, our brand partners, our travel and tourism partners, our corporate and financial media, and our internal teams.

Our Vision is to be the best shopping destination in the world. Our Mission is to make the lives of others better - our brands, our guests, our people and our communities. Our Brand Promise is to offer something extraordinary every day. Our Five Values are the glue that bind us together and allows us to lead ahead:

• Authenticity - Always do the right thing
• Innovation - Think outside of the box
• Passion - Do what you love and love what you do!
• Critical Thinking - Challenge the obvious
• Vision - Be mission driven always

Why we’re exceptional

The key to our success is the quality and commitment of our people. To work in one of the teams at any of the Villages is to play an active role in redefining both the art and the science of retail. This creates a dynamic approach that underpins our ability to anticipate future trends in a fast changing world. In return for your Authenticity, Critical Thinking, Innovation, Passion and Vision, you’ll receive a generous salary and we’ll also reward you by:

Looking after you: You’re entitled to 25 days of annual leave (plus French Bank Holidays) and your birthday off, plus extra leave if you are getting married or moving. We provide above industry average life assurance cover, personal travel insurance, private healthcare, cycle to work scheme and flu vaccinations

Treating you: discounts throughout our villages, discounts with other retailers (known as My Choices) and a very generous employee referral bonus

Championing you: you’ll be working within a creative and collaborative environment like no other, with the opportunity to develop your professional and personal skills while advancing your career.

Come and live your story with us

The key to our success is the quality and commitment of our people. The Bicester Collection is made up of 1,200 colleagues of 50 nationalities. We are diverse in background, age, experience and leadership style. We believe that an inclusive workforce makes magic happen, and with this in mind we welcome everyone - regardless of age, gender identity, race, sexual orientation, physical or mental ability or ethnicity - to be a part of our family. We are offering a fantastic opportunity for a professional and commercially focused individual to join us. We have huge ambition for what we can achieve together and we want to have fun!