Digital Customer Experience Project Manager - F/M/X

Company Description

Accor Tech & Digital is the power engine of Accor technology, digital business and transformation. Our 5,000 talents are committed to deliver the best tech and digital experiences to our guests, hotels and staff across 110 countries and to shape the future of hospitality.  

Accor Tech & Digital, jobs in the tech field where intelligence is above all human!

Job Description

Accor Tech & Digital is the innovation and technological transformation lab of the world leader in hospitality. 

Our teams, known as Heartists®, bring together the best of hospitality with the best of tech and digital. Our ambition is to provide our customers with personalized, memorable, and sustainable experiences. 

Here, we create new ways to travel within each of our 5,500 hotels, connecting closely with our 100 million clients in 110 countries.  

Here, we are at the heart of an incredible playground for technological transition and the design of digital products and services for our customers and hotel teams. 

Here, your scope will know no boundaries; 

So join us and dare to make an impact on the world! 

Here is where your greatest challenge awaits you: 

At Accor’s global Contact Center, we are looking for a Digital Customer Experience Project Manager to lead ambitious, high-impact digital projects. Reporting directly to the Head of Guest Digital Experience, you will shape how our guests interact with Accor by designing smarter, more intuitive, and truly memorable digital journeys. 

Your Missions:

You will take ownership of strategic digital initiatives - from innovative chat and AI solutions to the optimization of guest touchpoints - collaborating with cross-functional teams in a fast-paced and innovative environment. 

Your work will directly enhance the quality, simplicity, and personalization of our guests’ experiences around the world. 

• Project Management 

Lead multiple strategic projects to enhance the digital customer experience (e.g. chat, AI-powered tools, self-care solutions). 

Apply strong project management skills: scoping, coordinating with internal & external stakeholders, tracking milestones, managing risks.   

• Performance Tracking & Continuous Improvement 

Define and follow up on success metrics that reflect both guest satisfaction and business impact. Always look for the next opportunity to make our digital guest journey even better. 

• Customer Journey Analysis & Optimization 

Dive deep into guest journeys and pain points. Use data, benchmark and feedback to identify smart improvements and champion user-centric solutions. 

• Innovation and Market Watch 

Monitor new trends and technologies in digital experience. Be at the forefront of deploying cutting-edge solutions that set new standards for hospitality. 

Qualifications

And You?

• Bac +5 in Business or Engineering School   
• 3+ years’ experience in digital project management or customer experience 
• Strong sense of autonomy and initiative, able to handle projects independently 
• Persistent, you are not scared of getting into the nitty gritty details of the problems 
• Excellent communication and interpersonal skills, able to bring stakeholders together 
• You put the guests at the heart of what you do and are passionate in “wow”ing them   

Additional Information

Accor Dares To Impact:

- The World

• Accor is committed to the world around us, with a strong employer culture focused on the development of our 300,000 talents.  
• We adopt a continuous improvement approach to reduce the impact of digital on the environment across all our projects. 

- Your Career:

• We enable all our employees to manage their work-life balance and offer them the means to shape their work environment according to their preferences.  
• Training and career paths are defined both individually and collectively, allowing us to grow together on a daily basis.  

- Specifically, at Accor Tech & Digital: 

• Remote work in France and flexible work options: work from home, our offices or even our hotels and coworking spaces. 
• Every Wednesday afternoon, dedicate your time to deep work and personal development. 
• Work in a multicultural and English-speaking environment. 
• Continuous improvement & training: Hackathons, exceptional technology partnerships, dedicated talent management, and a dedicated training platform, Digitech Academy & certifications. 

And Also,

• ALL - Heartist® Program: unforgettable stays and experiences at all Accor locations and partner venues worldwide.  
• Heartist® for Good Program: commit to supporting an association of your choice from those available on our volunteering platform (1 day offered per year by the Group during your working hours).  
• An Employee Social Committee (CSE) supporting the financing of your cultural and sports activities.  
• Sustainable Mobility Package up to €600 for the use of "green" transportation, or 75% coverage of Pass Navigo (public transportation pass).  

• €10 Meal Vouchers.

• A mandatory health insurance plan funded at 50% by Accor without additional costs in case of enrollment of your dependents.  
• Attractive working conditions with collaborative workspaces, restaurants, and recreational and sports areas. 
• Your talent and motivation are our only selection criteria. 
• We value the richness of the diverse nationalities, personalities, and professional backgrounds. 
• We know how to adapt to the specific needs of our employees, including those with disabilities. 
• We encourage all applications, regardless of gender, so go ahead and apply! 

Recruitment is all about people!    

Is this mission appealing to you? Apply, and we will offer you:  

1. A meeting with our recruitment team to present the essential aspects of the position to you or guide you towards the role that may suit you.  
2. An interview with the team manager responsible for the role you are interested in.   
3. For some roles, you might also be required to complete an assessment (use case and motivation questionnaire.  
4. A final interview with our Human Resources team to discuss our Group's culture, work environment, training program, career prospects, as well as various benefits offered by the Group.  

5. A Personalized Feedback.

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