Manager CRM

About this role

Own the end-to-end execution and performance of CRM programmes across ENA, covering ALL-Loyalty and Brands campaign vehicles (email, push, mobile). Drives the campaign build from brief to send: copy, assets, translation, agency coordination; operating Asana as the orchestration backbone and making use of AI-powered tools to support production, copywriting and translation at scale. The execution engine of the CRM stream.

Reporting to the CRM Director ENA. CAMPAIGN OWNERSHIP & PERFORMANCE Own and execute ALL & Brands campaigns end to end from brief to send: 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 A/B testing across sending, subject lines, content modules, and audience splits AI-POWERED PRODUCTION & TRANSLATION Support the team’s usage of AI-powered tools for copywriting and translation across the 8 ENA languages (AccorGPT + reviewer network), driving speed and consistency Contribute to industrialising asset production through automation and AI tooling, reducing manual workload and dependencies Monitor asset quality, version control, and on-brand delivery across all vehicles ASANA ORCHESTRATION & PROCESS LEADERSHIP Operate Asana as the single source of truth: campaign planning, task ownership, validation flow, timeline tracking Build and maintain Asana views, templates, and automation to streamline the team's operational workflow AGENCY & ASSET PLANNING Support production with the agency: planning improvement and optimisation of the planning workflow, to help activation production and alignment across all teams Support the asset production pipeline across creative, copy and translation partners: briefing, build allocation, delivery tracking, cost discipline Proactive coordination and exchange with all relevant interfaces, especially within ICP, eMerchandising Manager, SEO & Content, Brands Management & loyalty, Revenue Management, BI, Sales and E-Commerce.

Follow up with agencies and partners on brief, deadline and quality standards REPORTING & STAKEHOLDER VISIBILITY Maintain campaign and asset visibility for all stakeholders on MIRO: what is planned, in production, live and delivered across vehicles Report on asset production and connect it to CRM performance, giving stakeholders a clear read on what has been produced and how it performed Monitor and share regular reporting on activation and asset delivery, keeping all teams aligned on the calendar ​​​​​​ Business degree with focus on Marketing & Communication Min.