Internship: Business and operational customer KPIs benchmarking

Description de l'offre

Join us and shape the future of travel

Shaping the future of travel has always been important to us at Amadeus. Today, with technology getting smarter by the minute, that future is more exciting than ever.

We work at the heart of the global travel industry. Amadeus offers you the opportunity to learn and grow and drive your own progression in an exciting and multicultural environment.

Our people are driven by a passion for 'Where next?' If you want to shape your career and the future of travel, Amadeus is the place for you.

Start date: ASAP

Duration: 6 months: internship

Team Description

The Travel Channels business unit in Amadeus serves Metasearch, Online and Retail Travel Agencies, Business Travel Management, Corporations, Tour Operators and Cruise companies, covering all marketing, commercial and R&D activities related to those segments of customers.

The Global Consulting & Pre-Sales community is the consulting arm of the Travel Channels business unit. It focuses its services and research on the business and operational aspects of our large multinational or regional customers. For example assisting a customer to rationalize its IT infrastructure after an acquisition, helping boost agents’ productivity by optimizing their workflow, or adopting new business models and practices in a moving economical context.

Its responsibilities go beyond and encompass segment strategy, innovation, pre-sales and consulting across all Amadeus regions.

In order to deliver serious consulting mission and Sales engagements, we must first analyse all kind of data, from market trends to customer’s current behaviour. To gather those data we can in particular leverage the hundreds of millions of transactions processed by Amadeus every day. These measures will be used to benchmark the customer versus anonymized competition as well as set quantify the objectives for the proposed improvements. After deployment of the recommendations, these same KPIs will be used to assess the adoption and validate the benefits.
While data points are instructing to understand the contexts (like number of agents in call centres), Key Performance Indicators reflect truly the objectives of our customers (like revenue generated by minutes of calls with customer).

Main Responsibilities

The internship is going to be organized around 2 main topics:

· Customers’ KPI and data points collection, storage and benchmarking. With the help of your mentor you will need to :
· Identify the relevant customers’ KPIs and data points
· Identify through internal and external research the KPIs and data points that are relevant to our customers and business areas, and that we want/can influence through our GDS and IT solutions and consulting practices.
· Define the KPIs:
· Define precisely the KPIs and data points to collect or calculate, to ensure full understanding and alignment with all stakeholders
· Identify and define how the KPI and data points can be collected or calculated, either internally in Amadeus or externally (from customers, from public reports, for 3rd party business and data analysis services, etc).
· Document the collection process per KPI or data point
· Define the rules of normalisation attached to each KPI and data point that will allow benchmarking and meaningful analysis
· Collect the requirements that should be supported by the repository for KPIs and data points and by the benchmarking tool-kit. Conduct a Build/Buy study. Based on the outcome of the study, either design and implement the solution with the support of Amadeus technical experts, or implement the selected 3rd party solution.
· Communicate on KPIs and data points project (collection and usage) inside Global Pre-Sales community and Amadeus relevant stakeholders (to be defined during the internship, but a priori: account managers, marketing, Travel Intelligence, Competitive Analysis). Train future users on the tools.

· Global Consulting and Pre-sales team is in contact with many counterparts within the organization, from Product Management to Account Managers, and sharing efficiently information within this ecosystem is mandatory to deliver high quality services. Using our cloud based collaboration platform, you would participate in sharing of information across Strategic Consulting, Global Pre-Sales and Travel Channels including maintaining and driving improvements to our Knowledge sharing centre.

Requirements:

Excellent research and analysis skill.

Education

· University degree in Business (marketing specialisation), or equivalent work experience, with an option in data analysis and management
· Additional education in technical subjects (Engineering, Software development) is a plus
· Fluent English oral and written, other languages are a plus

Specific competencies

· Business monitoring and IT solutions connection
· Data management and analysis.
· Solid Excel skills (pivot tables, cross referencing tables) or other data analysis and presentation tool (Tableau, Qlik Sense…). Knowing how to write SQL queries or Excel Macro is a valued plus.
· Travel industry knowledge with specific background in the leisure travel and/or travel agency industry is a plus
· Knowledge management is a plus

Soft Skills

· Agile and autonomous individual
· Organized and thorough
· Creative, curious
· Team player
· Good communication skills

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