Head of Customer Experience and Brand

Accompany brand managers in operationalizing brand platforms in customer journeys that reflect the essence, promise, and unique personality of each Premium brand. Define and document key moments in the customer journey to ensure they are actionable, viable operationally, and measurable.

Requirements

• 8 to 12 years of progressive experience in the hospitality industry, with a solid expertise in hotel operations, customer experience, or brand standard implementation.
• Proven success in defining, writing, and deploying customer experience standards aligned with brand identity, at the scale of several establishments or regions.
• Excellent knowledge of hotel operations, particularly on how brand standards translate into daily services.
• Confirmed experience in collaboration with Compliance, Audit, and Operations teams to ensure rigorous measurement and application of standards.
• Attention to detail, with the ability to transform complex concepts into clear and actionable guidelines.
• Proven communication, influence, and project management skills.
• International vision, intercultural sensitivity, and passion for creating exceptional customer experiences.
• University degree in hospitality, commerce, or related field; a Master's degree is an asset.
• English proficiency required; knowledge of other languages is an asset.

Benefits

• ALL - Heartist Program: unforgettable stays and experiences in all Accor establishments and with our partners around the world.
• Heartist for Good Program: join forces with your preferred association among those proposed on our volunteer platform (1 day off per year per the Group on your working time).
• Social and Economic Committee (CSE): support for financing your cultural and sporting activities.
• Sustainable Mobility Allowance up to €700 for the use of 'green' transportation modes, or 50% reimbursement of the Navigo Pass (public transportation subscription).
• Restaurant vouchers of €10.
• Mandatory health insurance taken over by Accor, without additional cost in case of subscription of your dependents.
• Attractive working conditions: collaborative spaces, restaurants, relaxation areas, and sports facilities.

Originally posted on Himalayas

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