Director of Digital Care - F/H/X
Director of Digital Care - F/H/X
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1 Vacancy
Job Description
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 5500 hotels connecting closely with our 100 million clients in 110 countries.
Here 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 Accors global Contact Center we are seeking a strategic and innovative leader to join us as the Director of Digital Care. This role will be responsible for transforming the customer digital contact experience and enhancing the agent experience across our global contact centers. The ideal candidate will have a solid background in digital strategy customer experience with a proven ability to leverage technology to drive efficiency satisfaction and innovation.
Your missions:
Customer Digital Contact Journey
- Pioneer the development and implementation of a guest digital contact experience strategy that transcends traditional guest interactions creating a unified and intuitive journey across all digital touchpoints.
- Harness the power of AI automation and cutting-edge digital tools to craft personalized proactive guest experiences that not only elevate satisfaction but also drive revenue boost cost efficiency and operational excellence.
Agent Experience
- Design and implement digital platforms and tools that empower agents to enhance service quality improve efficiency and create outstanding guest experiences. Use AI-driven insights to support agents in resolving inquiries quickly and effectively.
Culture of Innovation & Excellence
- Lead a dynamic team of Product Managers Tool Experts and Customer Experience Managers in a collaborative environment that champions innovation and excellence.
- Stay at the forefront of industry trends and emerging technologies continuously advancing our digital solutions to enhance both guest and agent experiences. Inspire a culture that not only adapts to change but drives it fostering an ecosystem where excellence is the norm and innovation is the tool of choice.
Qualifications :
And you
- Bac 5 in Business or Engineering School
- Visionary & Strategic leader Ability to conceptualize and execute a comprehensive digital customer journey strategy.
- 8 years of proven experience Strategy management with a solid background in product management and digital transformation
- Extensive background in digital strategy and implementing technology solutions that enhance customer experience across multiple channels.
- Experience contact center management or customer service industry is a plus
- Creativity in problem-solving and a commitment to continuous improvement.
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 300000 talents.
We adopt a continuous improvement approach to reduce the impact of digital on the environment across all our projects.
- your career:
We enable all our employees to manage their work-life balance and offer them the 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 on a daily basis.
- Specifically at Accor Tech & Digital:
Remote work in France and flexible work options: work from home our offices or even our hotels and coworking spaces.
Every Wednesday afternoon dedicate your time to deep work and personal development.
Work in a multicultural and English-speaking environment.
Continuous improvement & training: Hackathons exceptional technology partnerships dedicated talent management and a dedicated training platform Digitech Academy & certifications.
and also
ALL - Heartist Program: unforgettable stays and experiences at all Accor locations and partner venues worldwide.
Heartist for Good Program: commit to supporting an association of your choice from those available on our volunteering platform (1 day offered per year by the Group during your working hours).
An Employee Social Committee (CSE) supporting the financing of your cultural and sports activities.
Sustainable Mobility Package up to 600 for the use of green transportation or 75% coverage of Pass Navigo (public transportation pass).
10 meal vouchers.
A mandatory health insurance plan funded at 50% by Accor without additional costs in case of enrollment of your dependents.
Attractive working conditions with collaborative workspaces restaurants and recreational and sports areas.
Your talent and motivation are our only selection criteria.
We value the richness of the diverse nationalities personalities and professional backgrounds.
We know how to adapt to the specific needs of our employees including those with disabilities.
We encourage all applications regardless of gender so go ahead and apply!
Recruitment is all about people!
Is this mission appealing to youApply and we will offer you:
A meeting with our recruitment team to present the essential aspects of the position to you or guide you towards the role that may suit you.
An interview with the team manager responsible for the role you are interested in.
For some roles you might also be required to complete an assessment (use case and motivation questionnaire.
A final interview with our Human Resources team to discuss our Groups culture work environment training program career prospects as well as various benefits offered by the Group.
A personalized feedback.
#accortechdigital
Remote Work :
No
Employment Type :
Full-time
Employment Type
Full-time
