Contract Deployment and Customer Care Procurement Manager

Responsibilities

• Oversee end-to-end deployment of new contracts and integration within hotel systems
• Manage relationships with internal stakeholders regarding contract terms and SLAs
• Monitor and report on key indicators such as Compliance Rate and customer satisfaction
• Resolve contract-related issues and implement escalation procedures
• Develop and deliver training programs for hotel teams on new agreement terms
• Identify opportunities to optimize deployment processes and customer care protocols
• Collaborate with legal, purchasing, and operations teams to ensure adherence to business objectives
• Maintain comprehensive documentation and manage a knowledge base for best practices

Requirements

• Bachelor's degree in Business Administration, Hospitality Management, or related field
• 6-8 years of experience in contract management or customer service leadership
• Minimum 3 years of experience in the hospitality sector
• Proven experience deploying complex contracts and managing customer relationships
• Strong negotiation, communication, and interpersonal skills
• Knowledge of contract lifecycle management and hospitality operational processes
• Proficiency in P2P tools and data analytics
• Mandatory proficiency in English and Spanish
• Ability to travel up to 20% regionally and internationally

About the Company

Accor is a global leader in the hospitality industry, operating a wide range of luxury, midscale, and economy hotels in over 100 countries.