Contactless Customer Experience Manager

Contactless Customer Experience Manager

We are worldwide Augmented Hospitality leaders, the best at what we do. Heartists is what we call ourselves, generous, passionate, attentive and free, whether we are welcoming guests, connecting with our peers or serving others.

Our entire Accor estate expands across the world. With over 300,000 experts committed to rejuvenating the hospitality experience we pride ourselves in being the employer of choice, so live limitlessly, come as you are, grow with us, work with purpose and explore the endless opportunities in store.

We are super excited to bring to you the role of Contactless Customer Experience Manager within our Digital Team so if you’re looking for your next challenge, this could be the opportunity for you!

Here is a snapshot at some of the responsibilities you will hold:

• Develop solutions for the 5 identified contacless streams such as online check in, self check in, Accor digital key, F&B ecommerce platforms, online check out and contactless payments
• Make contactless projects a reality in hubs
• Ensure a common approach his adapted with vendors in line with Accor requirements
• Communicate local initiatives to network.
• Align needs with Hubs
• Build the pitch and pricing model to foster adoption within hubs-
• Define road maps for project implementation
• Establish Governance and work with key stakeholders
• Work closely with Procurement and Legal to prepare from poc to roll out
• Develop marketing materials to ease adoption for both internal and external stakeholders
• Stream and source potential innovation opportunities

• Follow-up on results on a daily/weekly/monthly basis of all hotel performance KPIs
• Issue monthly reports to all Head Office and Operations stakeholders
• Provide P&L analysis to the Operations surrounding the performance of the hotels
• In collaboration with Operations, create/implement action plans to increase profitability of the hotels
• Participate to the monthly forecast and annual budget process
• Ad-hoc analysis

Your profile? A super resilient, energetic digital and customer centric superstar with strong project management skills, knowledge of applications sold to network coupled with the ability to convince and sell solutions.

To acknowledge your hard work, loyalty and commitment to us, we offer an extensive benefits package; competitive salary, bonus, season ticket loans, subsidised gym membership, private medical healthcare, pension, and of course complimentary hotel stays (to name a few).

Your Accor experience begins now, so if you are guest centric with flexibility in your approach, poses exceptional communication qualities and you have at least 5 years relevant experience then we want to hear from you!