Director of Digital Care - F/H/X

Accor Tech & Digital is the power engine of Accor technology, digital business and transformation. Our 2,000 talents are committed to deliver the best tech and digital experiences to our guests, hotels and staff across 110 countries and to shape the future of hospitality. 

Accor Tech & Digital, jobs in the tech field where intelligence is above all human ! 

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 5,500 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 Accor’s 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.

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.

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 300,000 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 you? 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.  

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