Digital Customer Experience Project Manager - F/M/X

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

Résumé du poste

A leading hospitality company is seeking a Digital Customer Experience Project Manager to enhance guest interactions through innovative digital projects. The role requires project management skills and a passion for customer experience, along with at least 3 years of related experience. Competitive perks include flexible remote work options, continuous training, and an employee wellness program.

Prestations

Remote work options

Training and career development

Employee Wellness Program

Sustainable Mobility Package

Meal vouchers

Health insurance support

Qualifications

• 3+ years’ experience in digital project management or customer experience.
• Strong sense of initiative, able to handle projects independently.
• Persistent in addressing detailed problems.

Responsabilités

• Lead strategic digital initiatives including chat and AI solutions.
• Define and track success metrics reflecting guest satisfaction.
• Analyze guest journeys to identify improvements.

Connaissances

Project management

Autonomy

Communication

Customer focus

Analytical skills

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. Our ambition is to provide our customers with personalized, memorable, and sustainable experiences. 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.

Responsibilities

• 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.
• 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 & Benefits

• Accor dares to impact:
  • 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.
• 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).
• 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.
• 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:

• 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.
• An interview with the team manager responsible for the role you are interested in.
• For some roles, you might also be required to complete an assessment (use case and motivation questionnaire).
• 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.
• A personalized feedback.

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