Manager Customer Experience & Performance

Job description

Key tasks

--- CDD with option to transition into permanent contract ---

Being part of the global Guest division and the Customer Experience Strategy & Insights team, your role will be to drive performances across the end-to-end customer journey, to establish a clear understanding of the different touchpoints, opportunities for improvement and to ensure the successful coordination of action plans together with regions.

With the mindset of a Service provider, you will be accountable for the following missions:

Transversal collaboration with key departments and regions

- Set strong and build up on existing relationships with key departments on HQ level to make CX and feedback data a relevant part of the customer centric organization
- Use 'Voice of the Guest' to enhance product and service improvement
- Ensure, gaps in customer satisfaction are identified and analyzed globally and locally, with results and opportunities for improvement communicated effectively
- Set up regular business reviews with regions to alert/monitor CX pain points
- Clear and coherent management of action planning to improve customer Experience with reliable measurement

Performance & Reporting

- Accountable for setting and following Accor’s key company objective measured through the RPS
- Ensure smooth planning process on local level and support decision-making through CX data insights
- Infuse CX culture and understanding of the value of the RPS as a holistic approach in close collaboration with data teams
- Follow up on monthly key indicator and communicate to relays and major stakeholder in a timely manner
- Establish consistent reporting with added value to relays/ operations where every stakeholder is trained and able to act on customer feedback

Customer Strategy & Communication

- Participate in process of customer journey mapping across the organization and onboard regional relays
- Develop a deep understanding of customer sentiments across the journey and act as an advisor on areas to focus on
- Direct involvement in high priority projects of the department and new developments enabling the transformation towards 'augmented hospitality'