Digital Customer Experience Project Manager - F/M/X

Accor; Issy-les-Moulineaux; Sur place; EUR 50 000 - 70 000; Plein temps

Résumé du poste

A global hospitality company based in Issy-les-Moulineaux is seeking a Digital Customer Experience Project Manager. This role involves leading strategic projects to enhance the digital interaction between guests and the company. Key responsibilities include project management, performance tracking, and customer journey optimization using data-driven insights. Ideal candidates will bring experience in digital solutions and a passion for improving user experiences.

Qualifications

• Experience in project management.
• Strong analytical skills for customer journey optimization.
• Ability to innovate and implement new digital solutions.

Responsabilités

• Lead strategic digital initiatives and manage multiple projects.
• Define success metrics to improve guest satisfaction.
• Dive into guest journeys to identify improvements.

Description du poste

Overview

Digital Customer Experience Project Manager - F/M/X at Accor’s global Contact Center. 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

• Lead strategic digital initiatives—from innovative chat and AI solutions to optimization of guest touchpoints—collaborating with cross-functional teams in a fast-paced and innovative environment.
• Enhance the quality, simplicity, and personalization of guests’ experiences worldwide.

Responsibilities

• Project Management: Lead multiple strategic projects to enhance the digital customer experience (e.g., chat, AI-powered tools, self-care solutions); scope, coordinate with internal & external stakeholders, track milestones, and manage risks.
• Performance Tracking & Continuous Improvement: Define and follow up on success metrics that reflect guest satisfaction and business impact; continuously seek opportunities to improve the digital guest journey.
• Customer Journey Analysis & Optimization: Dive into guest journeys and pain points; use data, benchmarking, 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.