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Evaneos | Responsable Fidélisation Client (CDD)

Evaneos is hiring!

About

Better Trips for travelers. Better Trips for the World 🌍

Since Evaneos was founded in 2009, we’ve been building a greener, fairer future for travel. By connecting travelers with the world’s best local experts, we provide trips that are better for them and better for the places they visit. For us, it’s all about quality and impact. That means fighting mass tourism and impersonal experiences at the expense of local communities and the environment. Instead, we offer tailor-made trips, lovingly crafted by those passionate about sharing and protecting the destinations they call home.

Thanks to our network of more than 600 local agencies in more than 160 destinations, we’ve helped more than 600,000 travelers plan extraordinary trips worldwide. The adventure doesn’t stop here. We invest a percentage of every trip we sell in our Better Trips Fund and have committed to spend at least 3 million € by 2025 on projects that reduce the negative impacts of travel and drive positive change within our industry. Think: creating new opportunities for woman-owned businesses, guiding small businesses through sustainability training and certification, and much more.

Our values are just as important within Evaneos. Our strength is in our diversity made of a multitude of languages, backgrounds, and experiences. We believe in building the best teams by creating an environment where everyone can be authentic, trust each other, and thrive.

We hope you’ll join us on our mission!

You can also follow our Glassdoor page and see the comments of our current employees and candidates.

Job Description

The Loyalty team at Evaneos 👥

Within the Customer & Brand department, our mission in the Loyalty team is to build the best customer experience after their first booking and trigger the 2nd purchase.

The three main objectives of the team are :

  • Increase Evaneos added value/perceived value in our customers’ lifecycle to boost attribution & satisfaction

  • Develop consideration for Evaneos for the next travels & conversion into bookings

  • Improve our customers’ satisfaction in collaboration with our Sat & quality excellence department

To do so, we’re looking for a Head of Loyalty to join us on a short-term basis to cover a temporary leave.

Your role as Head of Loyalty 📝

As Head of Loyalty, your main missions will be:

🚀 Strategy & Impact

  • Prioritize & be responsible for delivering the 2024 loyalty strategy, roadmap & budget for repeaters

  • Adopt a strong impact culture, monitor loyalty KPI on a weekly/monthly basis, reporting directly to the Chief Customer & Brand officer (Codir member). Work closely with the data team to follow new KPIs and build new data boards.

  • Define 2025 loyalty strategy, key initiatives, and macro roadmap in close collaboration with your team

  • Contribute as the business lead to our Loyalty Impact Team (cross-functional team with product, tech & data focused on generating repeat business) to deliver the 2024 loyalty product plan and achieve business goals

🤝 Management

  • Lead a team of two Evaneossians, coaching and growing their expertise, supporting decision-making, ensuring project management delivery, prioritization, and analysis of impact. One intern/apprentice is also partly in support of the team on CRM topics.

🎯 Influence & leadership

  • Be an active member of Evaneos Strategic Committee and represent loyalty & retention challenges across the company

  • Develop a strong culture of collaboration, encouraging the exchange of best practices and promoting synergies in the Customer & Brand Community and across Evaneos

Preferred Experience

📢 Note: Perhaps you don't meet all these criteria... then at the very least you share our values: authenticity, adventure, impact and we'll talk about the other aspects later!

Your profile  🗣️

You have:

  • At least 5 years working on customer marketing, loyalty, CRM problematics, or as a strategic consultant.

  • Demonstrated strong skills in project management, transversal leadership, and people management

  • Strong data & analytical skills and a test-and-learn approach that enable you to deliver strong results.

You are:

  • Comfortable working on large-scale projects involving different professions. You know how to evaluate, sequence, plan, organize, and lead to deliver

  • Familiar with databases, tables, and CRM tools

  • Results-driven & business-oriented

  • A real team player, curious & rigorous

  • Familiar with agile methodologies & working in close collaboration with product teams

  • Fluent in French & English. Experience working in an international work environment and a start-up / scale-up / fast-growing one is a plus

Recruitment Process

  • A first HR call with Marion to break the ice, tell her more about you, and dive into Evaneos' world

  • Interview with Carolin, your future Team Leader to deep dive into your work competencies and the job itself

  • Practical case study report with the team

  • A team fit discussion to see if we can all project ourselves together

Additional Information

  • Contract Type: Temporary (Between 4 and 5 months)
  • Start Date: 01 July 2024
  • Location: Paris
  • Experience: > 5 years
  • Occasional remote authorized
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