Pema L.

I was Pema's direct client when she managed the Customer Retention & Growth Manager role within the Central CRM team at Accor Group between October 2024 and April 2025. It was a pleasure working with Pema, both for her unwavering growth mindset and her commitment to the team. Pema was in charge of key CRM projects such as retargeting (cart abandonment, funnel abandonment) which generated significant incremental revenue for Accor. She also established customer journeys with our airline partners. She worked on 2 technically complex projects: user reactivation and data purging. She quickly understood the group's challenges and took ownership of them. She was always very interested and involved in Accor's overall business considerations. On a daily basis, Pema is tenacious and fights to bring the projects she initiates to fruition, even in dense and complex environments. She uses data to support her arguments and make relevant recommendations. She was an asset to our team and perfectly met my expectations. I would not hesitate to work with Pema again if the opportunity arises, and I recommend her for CRM missions without any doubt.