Director Hotel Care Strategy and Governance (M/F/X)

Company Description

Accor Tech & Digital is the power engine of Accor technology, digital business and transformation. Our 5,000 talents are committed to delivering the best tech and digital experiences to our guests, hotels and staff across 110 countries and to shape the future of hospitality.

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.

Your Mission

• Specify & analyze the OKRs, KPIs and quality scores for Hotel Care
• Challenge BPO and Expert teams on performance and plans for Hotel Care
• Define and drive the Hotel Care BPO sourcing strategy
• Deep dive on Hotel Care under‑performing areas and drive transversal projects
• Identify recurrent Hotel Care incidents. Support and challenge BPOs and internal teams
• Identify broken process and reporting and make change request happen
• Define and drive the workforce management for BPOs
• Own the overall communication on progress and changes
• Management and development of the team

Qualifications

• Minimum 8 years of management experience
• International & operational experience is a plus
• Dynamic, proactive and autonomous
• Positive mindset
• Strong communication & presentation skills
• Fluent in English & French (read, written, spoken)
• Excellent use of PowerPoint
• Advanced knowledge of Service Now

Additional Information & Benefits

• 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 impact of digital on the environment across all our projects.
• We enable all 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.
• Remote work in France and flexible work options: work from home, our offices or even our hotels and coworking spaces.
• Every Wednesday afternoon, dedication 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.
• All Heartist® Program: unforgettable stays and experiences at all Accor locations and partner venues worldwide.
• Heartists® 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.

Equal Opportunity Statement

We value the richness of 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, and we welcome all candidates. Recruitment is all about people.