Global Head of CRM & Media (H/F)

Founded in 1950 by Gilbert Trigano and Gérard Blitz, Club Med pioneered a new way of experiencing holidays, creating the all-inclusive vacation concept in some of the world’s most exceptional destinations. Since its inception, Club Med has been driven by a unique vision: offering guests the freedom to fully relax, reconnect with nature, enjoy sports and wellness activities, and share meaningful experiences together.

Today, Club Med delivers a distinctive premium holiday experience to its customers, known as Gentils Membres (G.Ms), through the dedication, hospitality, and professionalism of its employees. Our teams, composed of Gentils Organisateurs (G.Os) and Gentils Employés (G.Es), embody the spirit, energy, and excellence that make Club Med a truly unique brand around the world.

Context

Reporting to the Global VP Brand, Product & Digital Marketing, you will lead Club Med’s global CRM, Loyalty and Media strategy, from acquisition through to repeat purchase.

As head of the central CRM & Media teams, you will define an integrated vision for customer relationships and marketing performance. You will orchestrate its deployment with regional teams, taking into account the priorities and maturity of each market.

This role sits at the intersection of strategy, data and technology, combining transformation, innovation and business impact on an international scale.

Missions

1/ CRM & MarTech: driving value throughout the customer lifecycle

• Define the global CRM strategy to strengthen retention, repeat purchase and customer value.
• Orchestrate automated, omnichannel journeys, from key moments in the commercial relationship through the pre-stay, in-stay and post-stay stages; develop conversational channels, particularly WhatsApp.
• Own the CRM & MarTech vision and roadmap: ecosystem consistency, business contribution and major transformation initiatives—including tenders, solution selection, migrations, integrations and adoption.
• Ensure the quality of data flows and integrations with the Data and IT teams, across marketing solutions, internal systems and partner platforms.
• Structure global performance indicators and dashboards to give regional and local users better access to customer insights and enable more effective campaign performance management.
• Identify and prioritize AI and automation use cases to improve personalization, marketing effectiveness and CRM operational excellence.

2/ Loyalty: enriching the relationship and encouraging repeat purchase

• Lead the strategy and development of Great Members, Club Med’s loyalty program, across markets and Resorts: value proposition, engagement mechanics, experience, communications and member benefits.
• Oversee the global referral program, in coordination with regional teams.
• Measure engagement, retention, repeat purchase and contribution to customer lifetime value (CLV).
• Bring central and local teams together around a shared vision of loyalty and a consistent experience at every touchpoint.

3/ Media: increasing investment effectiveness

• Define a harmonized global Media vision, anticipate industry developments and identify value-creating innovations.
• Consolidate online and offline investments and performance within a shared measurement and governance framework.
• Develop advanced measurement capabilities with Data and regional teams: Marketing Mix Modelling, causal impact analysis and geo-experiments.
• Lead global partnerships with Google and Meta, and co-create annual plans aligned with business priorities.
• Support creative diversification and the automation of advertising adaptations, while accelerating the use of data and AI to enhance performance and operational efficiency.

4/ Bringing CRM and Media expertise together

• Connect acquisition, engagement and loyalty within an integrated strategy informed by customer insights and focused on value.
• Lead and develop the central CRM & Media teams, fostering collaboration, autonomy, expertise and a performance-driven culture.
• Engage the international CRM and Media communities and share best practices.

Profile

• 8 to 10 years of experience in digital marketing, CRM, customer engagement, loyalty, Media or related functions, ideally in an international, matrixed environment.
• Strategic vision and inclusive leadership: you rally teams around a shared ambition, enable complementary areas of expertise to work together and influence beyond direct reporting lines.
• Strong data and performance expertise: customer data, MarTech, marketing measurement, attribution, experimentation and return on investment.
• A strong business and customer mindset: you translate analysis into concrete decisions and results.
• Clear communication and strong synthesis skills, when working with regional teams and external partners.
• Curiosity, pragmatism and the ability to lead change, with a strong interest in developments in marketing, digital, data and AI.
• Fluent English.

Conditions

• Permanent contract (CDI)
• Position based at Club Med’s Paris La Villette Headquarters (19th arrondissement, Paris).
• Current hybrid working policy: up to 8 remote working days per month, subject to manager and team approval, with the possibility of taking one full remote-working week per quarter.
• "G.O Holidays" benefit: available to all employees on a permanent contract after one year of service, allowing employees and their family members, or a guest of their choice, to enjoy vacations in Club Med Resorts.

Club Med is committed to fostering an inclusive workplace. All our positions are open to candidates with disabilities.