Performance & Transformation Director F/m/x
il y a 3 semaines
Company Description
**We are the Digital & Business Factory of the Accor group, the innovation and transformation laboratory of the global leader in the hospitality industry;**
With our 700 Heartists, we bring together the best of hospitality and the best of tech & digital.
Our ambition: to offer personalized, memorable, and sustainable experiences.
Here, we give birth to new ways of traveling in each of our 5,500 hotels, closest to our 100 million customers in 110 countries.
Here, we are at the heart of a fantastic playground for designing and creating digital products and services, for our customers and our hotel teams, generating maximum value for our company.
Here, your scope will have no boundaries, so **dare to impact on the world with us**
**Job Description**:
**Accor Tech & Digital, professions where intelligence is above all human **
**Here is where your greatest challenge awaits you**:
At Accor Contact Centers, we aim to create value for our hotels by engaging satisfied guests and by increasing revenues through our Reservation services. Our Contact Centers offer the possibility for our guests to book any hotel, anywhere, anytime, in the guest’s language of preference, all year round.
**Your mission**:
- Define annual and quarterly **OKRs** for the PME team and steer the team roadmap to reach them
- Define, evolve and bench **performance** KPIs (e.g., DMT, Transfer rate) to animate internal teams of Coordinators and set of external partners e.g., BPOs, Solution providers
- Lead and/or support execution of strategic **transversal initiatives** for the team (e.g., training automation, process redesign), interacting with our internal and external stakeholders
- Contribute to the strategic development of the business e.g., white-labeling
**Qualifications**:
**And you ?**
- ** Strategic Thinker**:With over 4 years of experience in a leading strategy consulting firm, you excel as a seasoned problem solver and analytics expert, demonstrating a structured and strategic approach to challenges.
- ** Collaborative Spirit**:Easily engage with a diverse range of colleagues and external partners, fostering effective teamwork and cooperation.
- ** Business Acumen**:Possess a strong business sense and the ability to create compelling business offerings. Proficient in securing end user adoption, ensuring economic viability, and evaluating technical feasibility.
- ** Tech Enthusiast**:Passionate about AI and emerging technologies, demonstrating a keen interest in staying abreast of technological advancements.
This role is crucial in supporting and driving strategic initiatives, offering an opportunity to make a significant impact on the organization's technological advancement and service enhancement.
Additional Information
**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 carreer**
- 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 Heartists 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.
- 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?**
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