Customer Experience Manager
Core
Oversee and coordinate customer experience activities for a designated portfolio, ensuring budget compliance and delivering on Accor's client promise.
Role type
Customer Experience Manager
Builds
Customer engagement plans, social media content, and premium service experiences
Domain
Hospitality
Deliverable
product features
Required skills
Team leadership, stakeholder relationship management, strategic planning, budget management, content creation, talent management, quality assurance, innovation
Preferred skills
Experience in hospitality, events, sales, or marketing
Technologies
Best practice tools, social media platforms
Responsibilities
Manage end-to-end Quarterly and Annual Customer Engagement plans; Oversee day-to-day operations to meet contractual obligations and KPIs; Lead a team of Head Concierge and Concierge Executives; Craft engaging content for social media and online platforms; Innovate customer experience based on feedback and trends; Assist in talent management including recruitment and rostering
Seniority
Mid-level, hands-on IC
