product manager - personalization (CDP)

product manager - personalization (CDP)

Department: product

Employment Type: Permanent - Full Time

Location: Netherlands, Voorschoten

Reporting To: head of customer foundation

Description
citizenM is a pioneer in the hospitality industry known for blending contemporary style with genuine human connections and personalized guest experiences. In our fast-growing international presence, we are enhancing our digital frontier by developing and deploying innovative backend and frontend products.

As the Product Owner Personalization within the Customer Foundation team, you will lead the charge in developing and implementing personalization strategies and execution across various touchpoints. Your mission will be to ensure that every customer interaction is uniquely tailored and relevant, elevating the guest experience through sophisticated, data-driven insights. The role is pivotal in championing personalization at the heart of our digital strategy, empowering product teams to deliver unmatched guest experiences by making each interaction uniquely tailored and insightful. You will be the key driver in ensuring that our personalization strategies are effectively implemented to enhance user experience and drive business objectives. 

This role requires a blend of strategic thinking, analytical skills, and the ability to collaborate cross-functionally to deliver personalized experiences that resonate with our target audience.

Key responsibilities

• Personalization Leadership : Serve as the driving force behind personalization initiatives, setting the vision and strategic direction for creating bespoke guest experiences across digital touchpoints. This includes leading the execution, including the implementation of tools, technologies, and processes required to deliver personalized experiences across multiple touchpoints
• Roadmap Development : Collaborate with stakeholders to develop a personalization roadmap cascaded from the customer strategy that aligns with business objectives and customer needs
• Advanced Data Utilization : Leverage deep customer insights and advanced analytics to identify opportunities for personalization, assess performance, and optimize strategies to improve effectiveness over time
• Cross-functional Collaboration : Partner with cross-functional teams across marketing, product, UX/UI, development, data science, and IT to gather requirements, prioritize initiatives, and ensure successful implementation of personalization initiatives. You ensure the seamless integration of personalization features and fostering a culture that prioritizes guest-centric innovation
• Performance Monitoring : Establish and monitor key performance indicators to track the performance of personalization efforts, using data-driven insights to refine and evolve strategies for optimal guest engagement. You provide regular reports and insights to stakeholders to demonstrate impact and ROI
• Compliance and Privacy : Ensure that all personalization efforts comply with relevant regulations (e.g., GDPR, CCPA) and uphold user privacy and data protection standards
• Stay Updated : Stay abreast of industry trends, emerging technologies, and best practices in personalization to continually evolve and enhance our strategies

Qualifications / skills

• Proven analytical skills supported by a bachelor degree, preferably in data or technology domains, or equivalent in acquired experience
• Proven Experience in personalization with a customer-oriented mindset: demonstrated expertise in leading personalization initiatives, with a proven track record of enhancing customer experiences through tailored content and interactions
• Strategic Vision: Strong strategic thinker with problem-solving abilities, able to envision and implement comprehensive personalization strategies that align with business goals and enhance guest experiences
• Technical Collaboration: Proficient in collaborating with technical teams to integrate personalization technologies and algorithms across various digital platforms
• Analytical and Data-Driven: Exceptional analytical skills, with the ability to translate complex data (quantitative and qualitative) into actionable personalization strategies that drive engagement and loyalty
• Agile Leadership: Experienced in agile methodologies, capable of guiding teams through fast-paced development cycles with a focus on rapid learning and adaptation. You have demonstrated the ability to prioritize, multi-task and work with minimal supervision, translated in execution
• Communication and Influence: Outstanding communication skills, with the ability to influence stakeholders across the organization and advocate for a culture of personalization
• Innovative Spirit: A passion for innovation and a commitment to continuous learning and improvement in the field of personalization

What's in it for you?

• citizenM experience nights for you (and friends and family)
• Personal and professional development opportunities and programs
• Latest tech devices and all the tools you need to be successful in your role
• Commuting travel costs covered (by car or public transport)
• Pension and cycle-to-work scheme 
• Subsidized fresh daily lunches at our support office
• Flexible public holidays
• Employee assistance program
• Varied team days and social events (from food trucks and quizzes at the office to parties on boats)
• Spacious office in a historic building surrounded by gardens