CRM & Loyalty Manager

Unibail-Rodamco-Westfielddevelops 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 Groups 1200 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 Valentines 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

• Bachelors degree or equivalent in Marketing Communications or Business.
• 58 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 activations ideally in retail hospitality or a consumer-facing brand. Experience with coalition or cashback mechanics is a strong plus.
• Strong project management skills: comfortable running multiple workstreams across markets and stakeholders simultaneously.
• Analytical mindset: able to read loyalty KPIs and performance data to drive decisions.
• Creative sensibility: capable of developing compelling activation concepts storytelling and partner-facing materials.
• Excellent written and spoken English.
• High autonomy initiative and professional integrity. Strong interpersonal skills able to influence without direct authority.

Our Benefits

Compensation:

Attractive fixed salary over 13 months Annual performance-based bonus Profit-sharing scheme.

Transport:Betterway mobility options (100% reimbursement of the Navigo pass or 700 if you choose an electric mobility solution) plus a green mobility offer (fleet of electric bikes).

Health:Excellent health insurance with supplementary coverage included for 1 and life/disability insurance.

Food & Meals:Meal voucher card and/or access to the company restaurant (100% fresh and seasonal ingredients guaranteed).

Paid Leave:30 days of paid vacation.

Training:Develop your skills through our URW Academy.

Social & Environmental Responsibility

Community Days:1 mandatory day of volunteering for all employees with a choice among 4 highimpact social and/or environmental missions.

Parenthood:A comprehensive parental policy including :

• A partnership with Babilou to provide nursery spots and coaching support
• Possibility to return to work at 80% (4day week) with100% payduring the month following parental leave
• School firstday leave offered
• Between 6 and 12 days of sickchild leave

What matters to us

What counts for us is welcoming committed and passionate personalities able to instil positive energy around them and ready to grow within a large international group. We offer our employees a collaborative innovative success-oriented culture that creates unique opportunities for development. We strive for excellence and our culture encourages the autonomy innovation and collective intelligence of our employees. If you are looking for intellectually stimulating and empowering missions promoting teamwork and daily challenges do not hesitate to apply!

Unibail-Rodamco-Westfield promotes equal opportunities as well as diversity of profiles experiences and skills. We believe that diversity plays an important role in our companys success and we are committed to creating an environment that respects values celebrates and makes the best of individual differences. As a signatory to the diversity charter Unibail-Rodamco-Westfield is committed to evaluating each new application without discrimination based on disability age gender origin religion sexual orientation or any other feature protected by law.