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Manager Data & Business Intelligence NAM

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Veri Analitiği & Görselleştirme

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Manager Data & Business Intelligence NAM

Montreal, Québec
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İş Kimliği R-49997 Kategori Bilgi Teknolojileri, Dijital Ürünler & Veri
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ABOUT CLUB MED

Club Med, founded in 1950 by Gérard Blitz, is the pioneer of the all-inclusive concept, offering nearly 70 premium resorts in stunning locations around the world, including North and South America, the Caribbean, Asia, Africa, Europe and the Mediterranean.

Each Club Med resort features authentic local style and comfortably upscale accommodations, superior sports programming and activities, enriching children's programs, gourmet dining, and warm and friendly service by its world-renowned staff with legendary hospitality skills, an all-encompassing energy and diverse backgrounds.

Club Med operates in more than 32 countries and continues to maintain its authentic Club Med spirit with an international staff of more than 23,000 employees from more than 110 different nationalities. Led by its pioneering spirit, Club Med continues to grow and adapt to each market with three to five new resort openings or renovations per year.

Our corporate offices are located in Paris, Lyon, Singapore, Shanghai, Rio de Janeiro and Miami, with sales offices situated in Montreal, Arizona, and Mexico City as well as dozens of other countries.

PURPOSE OF THE POSITION

The Data & Business Intelligence Manager is responsible for:

  • Management of the Club Med North America (USA, Canada, Mexico) Data team (2 data analysts)

  • Guiding all the North America Business Unit in closely monitoring business performances & processes by providing them omnichannel reporting and dashboards: online, media, call center, agencies, indirect partners...

  • Illustrating and monitoring the customer sales journey to maximize efficiency throughout processes and organizations

  • Managing the data & omnichannel projects accross the BU, coordinating and driving the various involved teams to prioritize and achieve the projects

  • Be involved in NAM strategic projects and support key data driven top management decisions

MISSIONS

1/ Deliver impactful omnichannel reports & dashboard in order to monitor the performance, keep consistency and drive action plans.

  • Design, development, and implementation of recurrent & automated omnichannel reports to monitor the KPIs and guarantee a consistent management of Sales Performances and Efficiency (Daily/weekly/monthly report, scorecards and Newsletters for Contact Centers and Agencies, CMTA, CxO, online performances, business reportings and reviews…)

  • Animate the omnichannel sales & marketing teams to highlight key results and drive the identification of the root cause allowing to define efficient action plan, and improvements in the overall client experience.

  • Develop operational teams’ autonomy and empowerment on real time and day to day monitoring.

  • Promote data driven decisions with ad-hoc analysis while being proactive on the insights and recommendations

  • Support and guidance in the use of various data tools: Power BI, Looker Studio, Google Cloud Platform (Big Query), Salesforce, Google Analytics 4, Nice in Contact, Datama

  • In charge of the Contact center and Indirect incentives calculation

2/ Lead Omnichannel key projects & Data & AI projects to maximize usage and benefits

  • Define and prioritize roadmap and action plan

  • Collaborating with Marketing, Sales and Sales Operations teams to drive the change and improve usage

  • Accompany the omnichannel growth with the implementation of new tools & channel performance optimization: 

    • Contact center efficiency: organization, incentive, call priorization, outbound 

    • Boutique business growth 

    • Messaging including What’s app

    • Online Bots 

    • New website 

  • Leverage Data & AI products and ensure deployment on North-American Markets: 

    • Service scoring: Spa push/outbound in resort 

    • TED Copilot 

    • GM copilot POC on B2C websites 

    • Contribution & Attribution (MCA) 

    • Customer Lifetime Value 

    • Leadscoring: smart-routing, outbound calls, Email & SMS 

    • Semantic analysis

PROFILE

Education & Background

  • University Degree (Business school, IT degree)

  • A minimum of 5 years of experience in data and business intelligence

  • Good knowledge of process within the company - Manager level.

  • Good understanding of contact center operations & digital platforms

Competencies

  • Advanced knowledge in project management and data analysis

  • Knowledge of data tools & languages: Power BI, Looker Studio, Google Cloud Platform (Big Query), Salesforce, Google Analytics 4, Nice in Contact, Datama, SQL

  • Experience with contact center environment: Nice in Contact, CMS Supervisor, SQL, Microsoft Dynamics, WFM systems, Chat…

  • Experience with websites environment: Google Analytics 4, CMS, A/B testing

Soft skills

  • High sense of responsibility

  • Adaptable

  • Client focus & cooperative mindset

  • Rigor and organization, including attention to detail and multi-tasking skills

  • Capacity to understand topics related to several domains (marketing, sales, revenue management, finance, IT, legal etc…)

  • Curiosity & tenacity

  • Good interpersonal skills

  • Results & solution driven mindset

  • Ability to step out of comfort zone

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