Director Guest Engagement - F/H/X

AccorCorpo; Issy-les-Moulineaux; Sur place; EUR 70 000 - 100 000; Plein temps

Résumé du poste

AccorCorpo recherche un Directeur de Processus et Voix du Client pour diriger l'amélioration de l'expérience client à travers ses centres de contact. Ce rôle stratégique implique la conception de politiques centrées sur le client et l'optimisation des processus pour garantir la satisfaction des clients. Le candidat idéal aura une solide expérience en gestion de l'expérience client, une forte capacité analytique et un engagement envers l'amélioration continue.

Prestations

Options de travail à distance

Assurance santé financée à 50%

Programme de bénévolat

Comité social d'entreprise

Mobilité durable jusqu'à 600€

Qualifications

• 8 ans d'expérience prouvée en amélioration des processus et expérience client.
• Expérience en gestion de centre d'appels ou dans l'industrie du service client est un plus.
• Esprit analytique et centré sur le client.

Responsabilités

• Concevoir et mettre en œuvre des politiques clients pour améliorer la satisfaction.
• Développer un programme de Voix du Client pour analyser les retours clients.
• Identifier les points de douleur et optimiser les processus.

Connaissances

Amélioration des processus

Expérience client

Analyse de données

Leadership stratégique

Formation

Diplôme en affaires ou ingénierie

Description du poste

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.

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 seeking a visionary leader to join us as the Director of Process and Voice of the Customer (VOC). This role will be the owner of the global guest policy, driving customer-centric improvements not only within the Contact Center but across the entire guest journey. The ideal candidate will design and implement a world-class VOC program, optimize processes, and ensure that the voice of the guest is at the heart of every decision we make.

Your missions:

Guest Policy and Process

• Design and implement guest policies that reflect Accor's brand standards and guest-centric mindset, ensuring all processes and policies are targeted at achieving ultimate guest satisfaction and retention.
• Design efficient and customer-centric processes that are scalable, easy to communicate and understand, and consistently applied across 10 global contact centers.
• Improve and constantly seek to improve existing processes to reduce customer effort, streamline operations, and enhance the overall guest experience.

Voice of the Customers

• Design and implement a comprehensive VOC program to capture, analyze, and act on guest feedback across all touchpoints of the guest journey.
• Identify pain points and opportunities for improvement, ensuring insights are actionable and drive measurable outcomes.
• Partner with teams across the organization to embed VOC insights into decision-making processes and strategic initiatives.
• Develop and track KPIs to measure the effectiveness of VOC initiatives and their impact on guest satisfaction.

Qualifications: And you

• Bachelor's degree in business & engineering or related field.
• 8 years of proven experience in process improvement and customer experience.
• Extensive experience in customer service management, preferably in the hospitality industry.
• Strong background in data analytics and using insights to drive decision-making.
• Experience in contact center management or customer service industry is a plus.
• Customer-centric & analytical mindset.
• Strategic leader with exceptional ability to conceptualize long-term business strategies and translate them into actionable, innovative, guest-centric policies.
• Passionately committed to enhancing the guest experience with every policy and process decision.
• Not afraid to get into the heart of problems to get things done.

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 environmental impact of digital projects.

Your career:

We enable our employees to manage their work-life balance and provide 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 daily.

Specifically at Accor Tech & Digital:

Remote work options in France, flexible work arrangements: work from home, our offices, hotels, or coworking spaces.

Every Wednesday afternoon dedicated to deep work and personal development.

Work in a multicultural and English-speaking environment.

Continuous improvement & training: hackathons, technology partnerships, dedicated talent management, and the Digitech Academy & certifications platform.

And also

ALL Heartist Program: unforgettable stays and experiences at all Accor locations and partner venues worldwide.

Heartist for Good Program: support a chosen association via our volunteering platform (1 day per year, during working hours).

An Employee Social Committee (CSE) supporting cultural and sports activities.

Sustainable Mobility Package up to €600 for green transportation or 75% coverage of Pass Navigo.

Health insurance funded at 50% by Accor, including dependents.

Attractive working conditions with collaborative workspaces, restaurants, and recreational areas.

Your talent and motivation are our only selection criteria.

We value diversity in nationality, personality, and professional background.

We accommodate employees' specific needs, including disabilities.

We encourage applications regardless of gender—go ahead and apply!

Recruitment process includes:

• Meeting with our recruitment team to discuss the position or find a suitable role.
• Interview with the team manager.
• Potential assessment (use case and motivation questionnaire).
• Final interview with HR to discuss culture, environment, training, career prospects, and benefits.
• Personalized feedback.