Digital Customer Experience Project Manager - F/M/X

Here is where your greatest challenge awaits you: 

At Accor’s global Contact Center, we are looking for a Digital Customer Experience Project Manager to lead ambitious, high-impact digital projects. Reporting directly to the Head of Guest Digital Experience, you will shape how our guests interact with Accor by designing smarter, more intuitive, and truly memorable digital journeys. 

Your missions: 

You will take ownership of strategic digital initiatives - from innovative chat and AI solutions to the optimization of guest touchpoints - collaborating with cross-functional teams in a fast-paced and innovative environment. 

Your work will directly enhance the quality, simplicity, and personalization of our guests’ experiences around the world. 

• Project Management 

Lead multiple strategic projects to enhance the digital customer experience (e.g. chat, AI-powered tools, self-care solutions). 

Apply strong project management skills: scoping, coordinating with internal & external stakeholders, tracking milestones, managing risks.   

• Performance Tracking & Continuous Improvement 

Define and follow up on success metrics that reflect both guest satisfaction and business impact. Always look for the next opportunity to make our digital guest journey even better. 

• Customer Journey Analysis & Optimization 

Dive deep into guest journeys and pain points. Use data, benchmark and feedback to identify smart improvements and champion user-centric solutions. 

• Innovation and Market Watch 

Monitor new trends and technologies in digital experience. Be at the forefront of deploying cutting-edge solutions that set new standards for hospitality.