Informations générales
Description du poste
Titre de poste
Head Of Customer Marketing - Responsable Marketing Client F/H
Contexte
RATP DEV, a subsidiary of the RATP Group, operates and maintains urban and interurban transport networks in 15 countries through more than 100 subsidiaries.
Thanks to the professionalism of our 27,000 employees and the expertise of a world leader in public transport, our subsidiaries deliver performance, dynamism and reliability to our customers and passengers on their networks.
Reporting to the Marketing & Innovation Director, the Head of Customer Marketing will be responsible for strengthening the company's differentiation in its market, particularly as part of its strategy to win new customers.
Missions
To do this, he/she develops and implements a global customer marketing strategy, in collaboration with the various subsidiaries, Business Units and other departments.
He/she will manage a team of marketing experts, with whom he/she will define the marketing convictions that will contribute to the company's development and the improvement of practices within the subsidiaries.
- To make Customer Marketing a lever for differentiation, reputation, and engagement in order to meet the objectives of the company's 2024-2029 strategic plan
o Develop and deploy the Customer Marketing strategy, identify the technical marketing expertise required today and in the future within RATP Dev and the RATP Group, and set up an appropriate organisation.
o Through the subsidiaries' marketing teams, develop and maintain strong relationships with external stakeholders (passengers and PTAs, suppliers, local elected representatives, etc. throughout the world) to understand their expectations and meet their needs in terms of customer experience.
o Working closely with the Innovation Department to modernise the passenger journey across the different modes and cultures.
o Acting as the interface with all the stakeholders involved in the customer experience, embracing the role of the Business Line alongside the Technical Departments, such as IT, Digital and Data, the Technical Department, as well as Innovation and CSR.
Responsabilités et activités
- Strengthening marketing as a business lever
o Participating in discussions on the overall positioning of each call for tenders.
o Supporting the coordination of the Customer Experience component in responses to Calls for Tender.
o Improving the effectiveness and relevance of responses to calls for tender.
- Lead the Customer Marketing team
o Recruit and lead a team of marketing experts.
o Supporting and steering the implementation of the Customer Marketing roadmap according to the expertise, monitoring it and measuring performance against the objectives set.
o Taking part in events and conferences to promote the company's customer experience projects and successes, and always be at the state of the art.
- Work with the Marketing Departments of the subsidiaries on a day-to-day basis
o Contribute to the launch of the marketing community.
o Lead the RATP Dev marketing community via an annual programme of events, identify technical themes to be strengthened, setting up training courses and exchanges of best practice, putting people in touch with each other, etc.
o Guarantee a certain level of marketing practices and developing local skills to best serve the contractual objectives of the subsidiaries.
o Provide RATP Dev networks with all the support they need in terms of technical expertise and global marketing advice; monitoring and sharing marketing initiatives; implementing performance monitoring indicators.
Expériences et compétences requises
- Proven experience in the development and deployment of marketing strategies and the operational management of marketing projects.
- Solid knowledge of mobility, transport, or public service issues.
- A Business-Oriented profile, capable of integrating the constraints of the subsidiaries while driving them towards the defined Customer Experience ambition.
- Excellent ability to work cross-functionally at all levels of the company.
- Management of a team and support in developing their skills.
- Your organisational skills, rigour, proactivity, and open-mindedness will enable you to tackle new concepts and environments with ease. As a result, you'll be able to quickly grasp the issues facing customers and internal business lines.
- You will thrive in a demanding, learning, and progressive environment, where working as part of a team will enable you to excel, including with the other departments in the Customers & Commitment division (communication, marketing & innovation, institutional relations, CSR).
- Fluent in English / French.
Particularités du poste
- Position based in Paris (75012).
- Ability to travel once a month.
Contrat
01 - CDI
Temps de travail
Temps plein
Localisation du poste
Localisation du poste
Europe, France, Île-de-France, Paris
Lieu
Position based in Paris (75012).
Critères candidat
Niveau d'études
4 - Niveau Bac +4/5
Niveau d'expérience
Plus de 15 ans
Informations complémentaires
Poste à pourvoir le :
02/10/2023