Customer Experience Manager
As the Customer Experience Manager, you are responsible for overseeing and coordinating all activities related to customer experience within a designated portfolio. Your tasks include ensuring the efficient execution and communication of customer activities within established budgets and establishing a reputation of excellence to deliver on Accor's client promise.
Primary Responsibilities
* Manage end‐to‐end Quarterly and Annual Customer Engagement plans, ensuring budget compliance and strategic guidance from the General Manager of Customer Experience.
* Oversee day‐to‐day operations to meet Accor's contractual obligations and Customer Experience KPIs in your asset/portfolio.
* Lead a team of Head Concierge and Concierge Executives to enhance the customer experience.
* Craft engaging content for various social media and online platforms.
* Innovate the customer experience based on feedback, tenant interaction, and emerging trends.
* Assist the Area Manager in talent management, including recruitment and rostering.
* Inspire and engage your teams as a charismatic leader.
* Implement best‐practice tools, participate in CX training, and ensure quality assurance.
* Embody Accor values and set a strong example in all actions and interactions, as visible leadership is critical to the role's success.
Skills and Experience
* Demonstrated experience in leveraging relationships and partnerships to drive customer outcomes.
* A passion for people with demonstrated ability in leading small teams and cultivating stakeholder relationships both internal and external.
* Excellent written and verbal communication skills with strong administrative acumen to transfer ideas and strategy into professional documents.
* Extensive leadership experience in hospitality and/or events, sales, and marketing roles, gained through years of working in the industry.
* Strong passion for people, curating experiences for others and leading premium service delivery with a proven record of innovation and animation.
Accor Benefits
* All Heartist Membership – Take advantage of discounts on accommodation and food & beverage worldwide.
* Family & Friends Discounts – Available on a range of accommodation, services and events for those who mean the most to you.
* Accor Live Limitless (ALL) Loyalty Program – Earn status & reward points on your worldwide stays.
* Learn Your Way – Support your career development with access to Accor's industry‐leading training platforms, Accor Academy and Typsy.
* Build Your Network – With more than 300,000 Accor professionals globally sharing the same guest passion, you have the ability to grow your hospitality network worldwide.
* Worldwide Opportunities – We are a world leading hotel operator! With over 400 hotels in the Pacific and more than 5,000 across 110 countries, offering limitless opportunities to grow your career.
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