As the Contract Deployment and Customer Care Manager, based out of our Mexico City offices and reporting to the Mexico Procurement Director, you will play a pivotal role in ensuring the seamless implementation and ongoing support of contracts across our diverse portfolio. Operating as part of Accor's global Luxury & Lifestyle Procurement team, you will lead the deployment of new contracts, support hotel engagement, and spearhead initiatives to enhance customer satisfaction. This role offers a distinct opportunity to influence operational efficiency and elevate the guest experience within our premium hospitality segment in this fast-growing region.
- Bachelor's degree in Business Administration, Hospitality Management, or a related field (Master's degree preferred).
- A minimum of 6-8 years of experience in contract management, or customer service leadership, with at least 3 years in the hospitality sector.
- Proven experience in deploying complex contracts and managing customer relationships in a dynamic environment.
- Exceptional sales, negotiation, communication, and interpersonal skills with the ability to influence and build strong relationships across all levels.
- In-depth knowledge of contract lifecycle management, customer service best practices, and operational processes within the hospitality industry.
- Robust understanding of hotel operations and brand standards.
- Proficiency in use of P2P tools, with the ability to leverage technology for process improvement.
- Experience in applying data analytics to measure performance and identify areas for improvement in customer care and contract compliance.
- A demonstrated commitment to service excellence and operational efficiency.
- Proficiency in English is mandatory; fluency in French is a plus.
- Proficiency in Spanish is mandatory.
- Up to 20% travel in the region and internationally may be required.
Key Responsibilities:
- Contract Deployment & Implementation: Oversee the end-to-end deployment of new contracts, ensuring all operational aspects are covered, from initial setup to full integration within hotel systems and processes.
- Customer Relationship Management: Serve as a support with internal stakeholders (hotels, brands) regarding contract terms, service level agreements, and operational inquiries, ensuring clear communication and prompt resolution.
- Performance Monitoring & Reporting: Monitor, control and report key indicators such as Compliance Rate, for contract adherence and customer satisfaction. Generate regular reports to assess performance, identify trends, and recommend improvements.
- Issue Resolution & Escalation: Proactively identify, investigate, and resolve contract-related issues and customer concerns. Implement effective escalation procedures to ensure timely resolution of complex problems.
- Training & Support: Work with Contracted Supplier to develop and deliver training programs for hotel teams on new agreement terms, operational procedures, and best practices for leveraging contracted services, ensuring consistent application.
- Continuous Improvement: Identify opportunities to optimize contract deployment processes, enhance customer care protocols, and leverage feedback to improve overall service delivery and operational efficiency.
- Stakeholder Collaboration: Collaborate closely with legal, purchasing and operations teams to ensure contracts are effectively deployed, understood, and adhered to, aligning with Accor's business objectives.
- Documentation & Knowledge Management: Maintain comprehensive documentation of all contract terms, deployment plans, and customer care procedures. Develop and manage a knowledge base for frequently asked questions and best practices.
