VP Service Relationship Management (F/M/X)

Company Description

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 !

Job Description

Accor Tech is a leading hospitality technology operating across the world: our global
#OneTechTeam works to simplify and accelerate the global tech ecosystem that powers Accor.

Our 1,200 talents, passionate about innovation and problem-solving, support our 5,500 hotels and offices in 110 countries to deliver an exceptional experience to our 100 million customers.

They also dedicate themselves to shaping the future of our rapidly evolving and highly competitive industry, while building a sustainable future.

Join our truly diverse and creative team that tackles technical challenges every day. 

With us, dare to impact the world!

Here is where your greatest challenge awaits you:

VP, Service Relationship Management plays a critical role under the department of Global Support Services. This position plays a crucial role in building and maintaining strong relationships with our customers (end users), ensuring their satisfaction and driving successful long-term partnerships. You will be the primary point of contact for global relationships and working cross-functionally to deliver exceptional service that exceeds expectations. This role requires strategic vision and thinking, strong leadership, proactive engagement, and excellent communication skills to foster collaboration and alignment between Accor Tech Global Support Services and its clients.

Relationship Building:

•Develop and nurture strong relationships with assigned global stakeholders both internal and external.

•Lead a team of regional service relationship directors to proactively engage with client relationships to understand their needs, challenges, and opportunities.

•Serve as a trusted advisor and advocate for stakeholder interests within the organization.

•Build rapport and trust with stakeholders at all levels.

Account Management:

•Develop and execute personalized service plans tailored to each client relationship’s unique needs across regions and brands.

•Oversee service quality and proactively identify and address potential issues.

•Ensure management of escalation processes and ensure timely resolution of end user concerns.

•Ensure Conduct regular business reviews to track progress, measure end user satisfaction, and identify areas for improvement.

Communication and Collaboration:

•Maintain clear and consistent communication with stakeholders, both verbally and in writing.

•Effectively communicate client relationship needs and feedback to internal teams.

•Collaborate with internal stakeholders across departments to ensure seamless service delivery.

•Facilitate meetings and presentations to update clients on progress and initiatives.

Qualifications

And you ? :

- Bachelor's degree in a relevant field (Business Administration/ Information Technology)

- Minimum 5 years of experience preferably in a customer success/customer relationship role in the technology field.

- IT Service Management Certification (ITIL)

Competencies & Experience

• Excellent communication skills both verbal and written in English & French.

• Proven experience in service relationship management preferably in IT industry, hospitality sector.

• Proven track record of building & maintaining successful client relationships.

• Experience in managing complex stakeholder landscapes and driving customer satisfaction.

• Strong analytical and problem-solving skills.

• Strong leadership skills, ability to manage multiple priorities and work independently.

• Collaborative and team-oriented approach.

• Strong understanding of service delivery and the importance of client satisfaction.

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 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.

- Train