CRM & Loyalty Deployment Manager - (F/H)

Job description

Unibail-Rodamco-Westfield develops and operates a portfolio of premium, sustainable mixed-use real estate assets in the most dynamic cities across Europe and the United States. Reinvent Being Together Driven by our purpose, we are committed to accelerating urban regeneration and helping to rethink the way we live together in cities. We create and operate sustainable, unique destinations that reinvent togetherness. At the heart of our destinations, we design inspiring and distinctive experiences that foster new opportunities for interaction and connection between visitors and brands. A Sustainable Approach Sustainability lies at the core of our business. As a leader in our industry, we are committed to continuing our active contribution to the environmental transition of cities toward carbon neutrality. Together at URW The Group’s 2,000 employees work together to imagine and operate sustainable destinations, placing users at the center of everything they do. These destinations act as catalysts for the vitality and growth of the communities and territories in which they are developed. Context : 6-month fixed-term contract | Maternity leave cover | January to May 2027, with the possibility of extension depending on maternity leave arrangements. Within the Marketing Department, the CRM & Loyalty team supports the Group’s strategy to create business value from visitor engagement. Its role is to increase footfall and sales across our shopping centres while developing new opportunities and capabilities for our business partners, including retailers and brands. Reporting directly to the Head of Customer Engagement, the CRM & Loyalty Deployment Manager (H/F) will contribute to refining the loyalty value proposition and lead its operational activation, content strategy and performance management across markets. The successful candidate will join the project at a pivotal stage: moving from the definition of the new loyalty programme to operational readiness, implementation in our loyalty tool, and deployment with pilot countries and centres. Your role : Turn the programme’s value proposition and playbook into concrete, consistent and scalable activations for pilot markets. This includes content, CRM journeys, deployment materials and performance-monitoring frameworks that support a successful transition from concept to execution. Key responsibilities : Prepare and coordinate programme deployment Lead the operational preparation and launch plan for the pilots, including milestones, dependencies, risks, decisions and owners. Coordinate Group teams, countries, pilot centres and external partners to secure deliverables and decisions. Translate the target model into an actionable playbook and toolkit: Group standards, non-negotiable elements, scope for local adaptation and replication guidelines. Prepare local teams through briefs, materials, coordination meetings, needs gathering and readiness tracking. Implement activations and journeys in the Group loyalty platform Translate acquisition, engagement and reactivation journeys into clear, actionable CRM requirements. Coordinate the functional configuration of campaigns, segments, content and loyalty mechanics in our loyalty tool with CRM, Digital, IT and Data teams and partners. Contribute to feasibility workshops, document decisions, track blockers and organise business acceptance testing before launch. Ensure omnichannel consistency across email, push notifications, the app, website, Wallet and in-centre materials, according to the agreed scope. Manage programme content and tactical activations Coordinate production, approval, localisation and integration of CRM and loyalty content: emails, push notifications, landing pages, challenges, offers, benefits and activation materials. Ensure quality, brand consistency and clarity of the member proposition across all touchpoints. Build and execute the seasonal activation calendar for key retail moments (Christmas, Black Friday, Valentine's Day) to drive footfall and loyalty engagement. Coordinate the design and deployment of digital activations and on-site treasure-hunt mechanics across shopping centres, combining gamification, storytelling and 360° communication assets. Measure, analyse and recommend Define the pilot measurement framework and dashboard with the team: acquisition, activation, participation, completion, engagement, reactivation, and available traffic or business-value indicators. Monitor results, identify friction points and produce concrete optimisation recommendations. Consolidate feedback from pilot countries and centres to distinguish local adjustments from changes required to the Group model. Prepare clear, decision-oriented summaries for project governance bodies and management. Contribute to offers and partnerships Support the qualification and activation of retailer or partner offers relevant to the programme. Coordinate the operational development and deployment of the Cashback programme with payment partners, including partner follow-up and performance tracking. Contribute to operational monitoring and measurement of tests involving offers, benefits or cashback mechanics when included in the pilot scope. Ensure proposed activations create clear value for members, markets, centres and partners. Candidate Profile Four to seven years of experience in CRM, loyalty, customer engagement or digital marketing, ideally in retail, hospitality, luxury or another B2C environment. Hands-on experience deploying or managing a loyalty programme, automated journeys or omnichannel activations. Operational proficiency with a CRM or marketing automation platform. Experience with Brevo is a plus; Salesforce Marketing Cloud, Adobe Campaign, Selligent or Braze are also relevant. Demonstrated experience in a multi-country or multi-entity environment, with the ability to drive stakeholders forward without direct line authority. Strong project-management skills: scoping, prioritisation, dependency tracking, agency coordination and risk management. Strong analytical skills: defining KPIs, interpreting performance, developing recommendations and producing decision-oriented summaries. Strong editorial awareness and experience managing CRM content, with close attention to brand and customer experience. Full professional proficiency in English, both written and spoken. 📌 Our Benefits Compensation Package Attractive fixed salary paid over 13 months Annual performance-based bonus Profit-sharing and incentive schemes Transportation Betterway mobility program, allowing you to choose the mobility solution that suits you best: 100% reimbursement of the Navigo pass, or €700 per year if you opt for electric mobility Green mobility offering, including an electric bike fleet Health & Well-being Comprehensive health insurance with supplementary coverage (included for €1.10) Life and disability insurance Meals Meal voucher card and/or access to the company restaurant (guaranteed 100% fresh, seasonal products) Time Off 30 days of paid vacation 5 to 6 RTT days per year A Collaborative and Friendly Workplace On-site café with a barista preparing personalized hot beverages Friday morning brunch Coffee bean machines, tea, and water (still, sparkling, and hot) available throughout the day Sports & Fitness Free access to the gym, with a coach available every lunchtime (€90/year membership) Premium showers and changing rooms worthy of a 5-star hotel, with all amenities included Additional Perks Laundry/ironing service Parcel reception service Learning & Development Access to training programs through the URW Academy Social & Environmental Responsibility Strong anti-waste policy Community Days: one mandatory volunteer day per year for all employees, with a choice of four high-impact social and/or environmental initiatives Works Council (CSE) Dedicated and engaged employee representatives with an online platform Parental Support Comprehensive parental policy, including: Partnership with Babilou for childcare placements Coaching support for parents Option to return on a 4-day workweek while maintaining 100% salary during the first month after parental leave Salary continuation during maternity leave One paid day off for the first day of the school year Between 6 and 12 days of paid leave for caring for sick children 📍 Location Position based at 7 Place du Chancelier Adenauer, Paris 16th arrondissement (nearest metro stations: Porte Dauphine and Victor Hugo ). What Matters to Us What matters most to us is welcoming committed and passionate individuals who bring positive energy to those around them and are eager to grow within a leading international group. We offer our employees a collaborative and innovative culture focused on success and designed to create unique career development opportunities. We strive for excellence, while encouraging autonomy, innovation, and collective intelligence. If you are looking for intellectually stimulating and meaningful work, where teamwork and daily challenges are at the heart of the experience, we encourage you to apply. Unibail-Rodamco-Westfield is committed to equal opportunity and values diversity in backgrounds, experiences, and skills. We believe diversity plays a key role in our success and are dedicated to creating an inclusive environment that respects, values, celebrates, and leverages individual differences. As a signatory of the Diversity Charter, Unibail-Rodamco-Westfield evaluates every application fairly, without discrimination based on disability, age, gender, origin, religion, sexual orientation, or any other characteristic protected by law.