CRM & Loyalty Manager

Benefits

Additional Information

Unibail-Rodamco-Westfield develops and operates a portfolio of sustainable, premium, mixed-use real estate assets in the most dynamic cities in Europe and the United States. Reinvent Being Together : Driven by our purpose, we are committed to accelerating urban regeneration and rethinking how we live together in cities by creating and operating sustainable and unique places that reinvent togetherness. We imagine differentiated and inspiring experiences at the heart of our destinations, creating new opportunities for exchange and connection between our visitors and brands. A Sustainable Approach : Sustainability is at the core of our business. As a leader in our sector, we are determined to continue actively contributing to the environmental transition of cities towards carbon neutrality. Together at URW : The Group's 1,200 employees work together to imagine and operate sustainable destinations that are user-centric and act as catalysts for the vitality of the territories in which they are located. Context Within the Marketing Department, the CRM & Loyalty team takes part into the Group strategy to build business value around our visitors, in order to generate uplift for our shopping malls footfall and develop new opportunities for our business partners (retailers/brands). Reporting directly to the Head of Customer Engagement, the CRM & Loyalty Content Manager (H/F) will participate in shaping the loyalty value proposition and own its activation, content approach and performance animation across markets. In this role, your main missions are: 1. Contribute to the Loyalty Programme Value Proposition Collaborate with the Head of Customer Engagement and external partners (consulting agency) on the definition and rollout of the new loyalty programme model. Participate in the framing of the Coalition Loyalty Programme: Lead and manage partner ecosystem, benefit structures, and market rollout coordination. Lead and develop the Cashback programme (payments partnerships): operational deployment, partner follow-up and performance tracking. Lead Data Monetisation initiatives linked to the loyalty programme, in collaboration with Westfield Rise. 2. Drive Loyalty Animation Across Markets Ensure the loyalty programme is consistently deployed and animated across all 12 markets - aligning national and local teams on programme standards, benefits, and activation plans. Review and validate loyalty advantages for key services (smart parking, e-gift card, indoor mapping, CSR) to ensure consistency across countries. Challenge the quantity and quality of retailer offers within the programme. Maintain close collaboration with local marketing teams to adapt programme activation to market specificities while protecting Group standards. 3. Develop the Tactical Activation Plan & Gamification Build and execute the seasonal activation calendar for key retail moments (Christmas, Black Friday, Valentine's Day) to drive footfall and loyalty engagement. Design and deploy digital activations and in-situ treasure hunt mechanics across shopping centres - combining gamification, storytelling and 360° communication assets. Negotiate premium deals with brand and retail partners in collaboration with Westfield Rise and coordinate activation reporting. 4. Build & Own the Loyalty Dashboard Define and follow the Group loyalty performance framework: KPIs, measurement methodology and reporting standards. Build and maintain the loyalty dashboard - providing senior stakeholders with a clear, consolidated view of programme performance across markets. Translate performance insights into actionable recommendations for the team and local markets. 5. Uplift CRM Content & Automated Journeys & Digital Touchpoints Assist and coordinate the launch of the new loyalty programme, the deployment of a new CRM stack, and the strengthening of group governance Update content (visuals and editorial line) of automated email and push journeys in line with brand guidelines. Assess local content and provide guidelines to regional teams to ensure consistency with the brand platform. Collaborate with Digital Product and local teams to ensure a consistent 360° user experience across online touchpoints (landing pages, hero banners, bot etc.) and in-mall assets - aligning CRM content with the broader brand and loyalty experience." 🚩 Why join us? Be at the heart of the excellence of a CAC 40-listed group on a human scale. Work with dynamic teams across the Group (in Europe and the US). Be surrounded by passionate and exciting people with a bold vision willing to change the way we work. Opportunities for professional development and continuing education and trainings. 🚩 What are we looking for? Bachelor's degree or equivalent in Marketing, Communications or Business. 5-8 years' experience in Loyalty, CRM or Brand Marketing, with a proven track record in a multi-country or multi-stakeholder environment. Experience designing or animating loyalty programmes and tactical activat