Digital Customer Experience Project Manager - F/M/X

RAFFLES; Issy-les-Moulineaux; Hybride; EUR 45 000 - 65 000; Plein temps

Résumé du poste

Une entreprise de technologie de l'hospitalité recherche un Digital Customer Experience Project Manager à Issy-les-Moulineaux. Vous serez responsable de la gestion de projets numériques visant à améliorer l'expérience des clients. Le candidat idéal possède un Bac +5 et plus de 3 ans d'expérience. Ce poste offre une flexibilité de travail, y compris la possibilité de travailler à distance.

Prestations

Travail flexible

Formation continue

Vouchers de repas de 10 €

Assurance santé financée à 50%

Mobilité durable jusqu'à 600 €

Qualifications

• Minimum 3 ans d'expérience en gestion de projets numériques ou expérience client.
• Capacité à travailler de manière autonome et à gérer plusieurs projets.
• Excellent sens de la communication et des relations interpersonnelles.

Responsabilités

• Diriger des projets stratégiques pour améliorer l'expérience client numérique.
• Définir et suivre des indicateurs de succès pour mesurer la satisfaction des clients.
• Analyser en profondeur les parcours clients et identifier des solutions centrées sur l'utilisateur.

Connaissances

Gestion de projets

Analyse des parcours clients

Communication interpersonnelle

Autonomie

Innovation

Formation

Bac +5 en École de Commerce ou d'Ingénieur

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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