Digital Customer Experience Project Manager - F/M/X

ENNISMORE; Issy-les-Moulineaux; Hybride; EUR 50 000 - 70 000; Plein temps

Résumé du poste

A leading hospitality innovation firm in Île-de-France is seeking a Digital Customer Experience Project Manager to oversee high-impact digital projects aimed at enhancing customer interactions. This role involves project management, customer journey analysis, and innovation in digital solutions. Ideal candidates should have a Bac +5 degree and at least 3 years of digital project management experience. Remote work flexibility and numerous perks are offered.

Prestations

Remote work options

Employee Social Committee activities

Sustainable Mobility Package

Meal vouchers

Health insurance

Qualifications

• 3+ years in digital project management or customer experience.
• Strong autonomy and initiative in managing projects.
• Excellent communication and interpersonal skills.

Responsabilités

• Lead multiple strategic projects for digital customer experience.
• Define success metrics for guest satisfaction and business impact.
• Analyze guest journeys and make user-centric improvements.

Connaissances

Project management

Communication skills

Customer focus

Digital project management

Problem-solving

Formation

Bac +5 in Business or Engineering School

Description du poste

Overview

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 to provide personalized, memorable, and sustainable experiences for guests across 110 countries.

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:

• 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.
• Ensure your work enhances the quality, simplicity, and personalization of our guests’ experiences around the world.

Responsibilities

• 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 improve the digital guest journey.
• Customer Journey Analysis & Optimization
  • Dive deep into guest journeys and pain points. Use data, benchmarks 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

• Education: Bac +5 in Business or Engineering School
• Experience: 3+ years in digital project management or customer experience
• Skills: Strong sense of autonomy and initiative, able to handle projects independently
• Personal traits: Persistent, not afraid of getting into nitty gritty details
• Communication: Excellent communication and interpersonal skills, able to bring stakeholders together
• Customer focus: You put the guests at the heart of what you do and are passionate about wow-ing them

Additional Information

Accor dares to impact:

• We are 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 projects.

Your career:

• We enable all employees to manage work-life balance and shape their work environment according to preferences.
• Training and career paths are defined to grow together on a daily basis.

Specifically at Accor Tech & Digital:

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

• ALL - Heartist Program: unforgettable stays and experiences at Accor locations and partner venues worldwide.
• Heartist for Good Program: 1 day per year to support an association via our volunteering platform.
• Employee Social Committee (CSE) supporting cultural and sports activities.
• Sustainable Mobility Package up to €600 for green transportation, or 75% coverage of Pass Navigo.
• €10 meal vouchers.
• 50% employer-funded health insurance for dependents where enrolled.
• Attractive working conditions with collaborative spaces, restaurants, and recreational areas.

Recruitment
We value the richness of diverse nationalities and backgrounds and encourage all applications. Recruitment includes interviews with the recruitment team, team manager, and HR; possible assessments; and personalized feedback.

Social Impact
We know how to adapt to the needs of our employees, including those with disabilities.

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