Contract Deployment and Customer Care Procurement Manager, Mexico

Accor is a global leader in the hospitality industry, renowned for operating a wide range of luxury, midscale, and economy hotels in over 100 countries. We are committed to creating unparalleled and unforgettable experiences for our guests. Our dedication to sustainability and responsible business practices underscores our goal of making a positive global impact.

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.

Qualifications

• 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.

Additional Information

Key Responsibilities:

1. 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.
2. 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.
3. 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.
4. 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.
5. 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.
6. Continuous Improvement: Identify opportunities to optimize contract deployment processes, enhance customer care protocols, and leverage feedback to improve overall service delivery and operational efficiency.
7. 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.
8. 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.