Anaïs Flores

Definition and implementation of the omnichannel CRM strategy (email, mobile push notifications, in-app messages) for 5 mobile apps & 6 websites with the aim of increasing user engagement, loyalty, and retention :

• Definition and management of the customer relationship marketing plan and marketing automation lifecycle campaigns, with a focus on continuous optimization and test & learn strategies (AB test...)

• Management of cross-functional CRM projects (ex : personalization, omnichannel)

• User Data & Customer Intelligence with Data team : customer segmentation, personalization, campaign targeting, and user profiling

• Management and supervision of a team of 18 people

• Optimization of CRM journeys with Product Teams

• Budget management and relationship with vendors

• Data Quality: optimization of client databases' quality and GDPR compliance

• Reporting, analytics and performance analysis of CRM activities

Multi-Channel CRM Strategy :

-Definition and optimization of multi-channel customer relationship journeys based on personas, and lifecycle stages

-Management of commercial and transactional email campaigns

-Data Quality & Customer Knowledge : analytical CRM, data inventory, enrichment, data qualification, and cleaning

-Monitoring of developments for both front and back-office systems

-Management of 4 people

CinéPassSubscription Program :

-Definition of promotional recruitment operations for new customers

-Engagement and retention of existing subscribers

-Optimization of program profitability (anti-fraud and anti-no show measures) and customer journeys related to CinéPass

Management of the loyalty program

Customer service supervision

- Churn reduction project : identified customer patterns and segmentation criteria to optimize predictive algorithm and refine customer retention promotional offers

- Customer clustering : segmentation based on 60 features of CRM & behavioural data (with Dataiku)

- Management of a Junior Data Scientist