Director Customer Care and RPCE Europe

Join the Accor Group, an ecosystem of over 45 brands, 5,500 hotels, 10,000 restaurants, and lifestyle destinations.

At Accor, we are more than a hospitality leader. We are pioneers in the art of responsible hospitality, connecting cultures with heartfelt care and putting our Heartists® in the centre of everything we do.

With us, your personality is valued, your opportunities for growth know no boundaries. Every action you take can have a positive and memorable impact on the experience of our customers, your colleagues, and also, on the planet, contributing to pioneering the art of responsible hospitality.

Become a Heartist®, and let your heart guide you into a world where life pulses with passion.

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To discover the life that awaits you at Accor, visit https://careers.accor.com/

These highly effective professionals ensures both owners and hotel teams are satisfied with Accor GPO offer and work tirelessly to improve procurement program experience, adoption and engagement while growing Procurement’s leverage through development, deployment and leadership of Regional Procurement Centers of Excellence. They are problem solvers, road block eliminators and expert influencers.

RPCEs (Regional Procurement Centers of Excellence)

• Develop and recruit for multiple RPCEs within Europe in order to optimize spend for clusters of Accor hotels in the same geography.
• Manage RPCEs to perform against ambitious savings targets and improve adherence to existing Accor Procurement partnerships and solutions

Customer Care

• Use strong influencing skills to ensure compliance of Luxury & Lifestyle Hotels in Europe with existing partnerships and solutions negotiated by Accor Procurement.
• Develop KPIs to ensure that Accor Procurement partnerships and solutions are performing in-line with Hotel and guest expectations. Ensure corrective actions are put in place to address significant issues
• Use strong data management and reporting skills to identify coverage gaps in Accor Procurement and solutions and develop plan to close these either through Accor Procurement or RPCE
• Build strong network with Luxury & Lifestyle Hotels in Europe to ensure Accor Procurement’s understanding, consideration and awareness of key trends and business topics 

• Bachelor's degree 
• 8+ years of experience, preferably in a procurement-related field
• Hospitality, retail, consulting and financial services industry experience preferred
• Strong people management and mentorship capability
• Ability to lead and motivate geographically dispersed teams
• Advanced analytical skills with experience in using data to drive decision-making
• Outstanding communication and interpersonal skills, with the ability to influence at all levels of an organization
• High degree of resilience
• Fluency in English and French essential
• Experience in managing budgets and driving operational efficiencies
• Ability to travel frequently within Europe (up to 50%)

• 60-75 properties to support regionally
• 2-4 direct reports and 5-10 total (once Regional Procurement Centers of Excellence are established)
• Contributor towards €3-€5M in Procurement Revenues€100M-€150M in Spend