Vacantes en Lille, Francia

Accor Tech & Digital is the innovation and technological transformation lab of the world leader in hospitality. Our teams, known as Heartists, combine hospitality with tech and digital to provide personalized, memorable, and sustainable experiences for guests and hotel teams.

Head of Guest Operations, Europe, is a pivotal role shaping exceptional guest experiences by ensuring external contact centers embody Accor’s guest‑first commitment. The position requires visionary leadership, strategic clarity, and operational excellence to build efficient, scalable guest operations across Europe.

• Lead the deployment of a dynamic global operations strategy across Europe, aligning with business objectives and delivering excellence in execution.
• Oversee the performance of Contact Centers across 5+ locations, 8 languages, and 300+ team members, ensuring outstanding operational standards.
• Continuously elevate service quality by tracking KPIs, optimizing processes, and enhancing training to exceed hospitality expectations.
• Cultivate strong partnerships with BPO vendors, ensuring alignment with strategic direction and adherence to SLAs.
• Manage complex guest escalations, converting challenging interactions into opportunities for exceptional guest satisfaction.
• Collaborate with transversal teams (Tools, Training, Process, Customer Experience) to champion guest-centric initiatives.
• Strengthen partnerships with hotels across European markets by delivering tailored operational support aligned to their needs and goals.
• Inspire, develop, and mentor a diverse team of 300+ professionals, fostering a culture of excellence, collaboration, and guest focus.

• Bac +4/5 in business/operations management
• 8+ years of experience in operations management, vendor management, or client relations within a contact center
• Proven experience in managing large-scale operations
• Strong analytical skills and a data-driven mindset to assess performance and drive improvements
• Familiarity with contact center technologies, KPIs, and best practices in customer service
• Exceptional leadership and people management skills with the ability to inspire and motivate teams
• Hands-on, proactive approach
• Fluency in English and French (mandatory); additional European languages (German, Spanish, Italian, Dutch) are a plus

• Accor is committed to our 300,000 talents and a culture focused on development.
• We pursue continuous improvement to reduce digital impact on the environment.
• We support work-life balance with flexible work options and defined career paths.
• Remote work in France, offices, or hotels; collaboration across multicultural, English-speaking teams.
• Hackathons, technology partnerships, talent management, and the Digitech Academy & certifications for ongoing training.
• Heartist Program: unforgettable stays and experiences at Accor locations and partner venues worldwide.
• Heartist for Good: 1 day per year for volunteering with an association from our platform.
• Employee Social Committee (CSE) supports cultural and sports activities; Sustainable Mobility Package up to €600 or 75% coverage of Pass Navigo; €10 meal vouchers; 50% health insurance for dependents.
• Collaborative workspaces, restaurants, and recreational areas to support a healthy work environment.

Your talent and motivation are our only selection criteria. We value diversity and adapt to the needs of our employees, including those with disabilities. We encourage all applications, regardless of gender.

Recruitment is about people. If this mission appeals to you, you will be invited to:

• Meet with our recruitment team to discuss the position and potential fit.
• Interview with the team manager responsible for the role.
• Complete role-specific assessments where required (use case and motivation questionnaire).
• Have a final interview with our Human Resources team to discuss culture, environment, training, career prospects, and benefits.
• Receive personalized feedback on the process.

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