Sales, Distribution& Loyalty Expert Support Loyalty level 2 M/F/X

Join the Accor Group, an ecosystem of over 5,500 hotels, 10,000 restaurants, and lifestyle destinations, in 110 countries. 

As one of our 5,000+ Corporate Heartists®, come pursue your passion to the vibrant rhythm of the hospitality industry. 

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.

Your mission: 

Technico-functional specialist for ALL Loyalty support perimeter:

·Being a referent on Loyalty applications

·Handling tickets raised by L1 teams or customer care to L2 Loyalty support by providing solutions or escalating the technical issue  to the appropriate team

·Analyzing tickets to identify pain points within Distribution and Loyalty support

·Integrating new projects into the support chain by contributing to the creation of necessary documentation for support teams.

·Attending regular technical committee meetings with Level 3 teams (IT) to move forward pending issues.

·Coordinating Hypercare with Project owners and Project managers after a release

·Workshop participation to integrate a new project in the Support chain by contributing to the build of necessary documentation for support teams.

Overall coordination and performance management :

·Improving workflow process on the ticketing tool (Service Now)

·Managing action plans internally and with other teams ( Project teams, IT, hubs, strategic partners, Loyalty business teams, L1 support and other Accor departments)

·Building dashboards, extracting data, and performing data analysis to develop action plans within the service

·Reporting and summarizing KPIs for management

·Identifying and addressing training needs and process optimizations opportunities

·Identifying continuous improvement opportunities.

And you? 

• Have a taste for support functions
• Contribute constantly to the optimization of the quality of service
• Processing priorities and ensuring 100% of tickets are processed on time with the necessary quality; Monitoring one's own backlog
• Serving as the specialist for the hotel loyalty scope and maintaining the competency of the rest of the Loyalty team
• Proactive engagement with upcoming projects
• Minimum 3 years of operational experience
• ITIL4
• Knowledge of customer master data applications and the ticketing tool (ServiceNow)
• Proficiency in: SQL, JIRA, SPLUNK, Postman
• Dynamic, Proactive and autonomous
• Positive mindset
• Strong communication & presentation skills
• Knowledge of Accor distribution and applications
• Fluent in English & French (read, written, spoken).

Accor dares to impact: 

- the world  

• We are committed to the world around us, with a strong employer culture focused on the development of our 300,000 talents. 

• On the tech side, we are committed to reducing the impact of digital technology 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. 

• We value the richness of diverse nationalities represented, from various backgrounds, encompassing all the stories that make us who we are. We encourage diversity in personalities and professional paths. We know how to adapt to the specific needs of our employees, especially those with disabilities. 

- Specifically, at the Digital & Business Factory 

• Expanded remote work and no meetings on Wednesday afternoons, 

• Continuous improvement & training: Hackathons, exceptional technological partnerships, dedicated talent management, and a specialized platform for training, Digitech Academy & certifications. 

and also,  

• Work from Everywhere: Personal access provided to over 500 coworking spaces, many of which are within our hotels. 

• 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 €700 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. 

• And at our Issy les Moulineaux site: Collaborative workspaces, an employee restaurant, unlimited coffee, gaming and sports areas, a concierge service, and a park just across the street 😉 

Is this mission appealing to you? 

Recruitment is all about people!  

Apply, and we will offer you: 

1. 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. 

1. An interview with the team manager responsible for the role you are interested in.  

1. For some roles, you might also be required to complete an assessment (use case and motivation questionnaire. 

1. A final interview with our Human Resources team to discuss our Group's culture, work environment, training program, career prospects, as well as various benefits offered by the Group. 

1. A personalized feedback.