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Senior Orient Express CC Operations Manager

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Accor

1mo ago

  • Job
    Full-time
    Senior Level
  • Customer Relations
  • Barcelona
  • Quick Apply

AI generated summary

  • You need an MBA, 5+ years in luxury travel ops, fluent in English, CRM and Excel knowledge, strong leadership skills, analytical mindset, and legal work entitlement in Spain.
  • You will lead the global Contact Centre team, ensure luxury service standards, develop training, set KPIs, manage budgets, improve procedures, and maintain stakeholder relationships.

Requirements

  • MBA or equivalent
  • 5+ years in a Senior Sales & Operation Manager or similar position in Luxury Travelling business (ideally with Luxury Cruise and contact centers)
  • Fluency in English (C1) is required and other languages such French and/or Italian is an asset
  • Proficiency in Software knowledge in CRM (Salesforce) and Microsoft Office Suite (Excel)
  • Exceptional experience successfully building and leading sales functions in start-up and/or established travel organizations
  • Proven team-builder with outstanding motivational skills and coaching ability
  • Excellent negotiation, interpersonal, communication and leadership skills with ability to influence and build relationships at all levels.
  • Positive attitude and agility, a natural collaborator, fast and organized thinker, multi-tasker
  • Strong balance of both innovation and respect for heritage
  • Deep understanding of the luxury travel distribution landscape including hotels, luxury trains, and cruises
  • Analytical mindset with a strong focus on data-driven decision making
  • Take initiative to solve problems and make decisions independently and without direct supervision
  • Proven project management and organizational skills to ensure plans are managed on time and on budget.
  • Ability to exercise discretion and judgement
  • Ability to serve as an Accor brand ambassador and truly showcase what it means to work at Accor
  • Must be currently legally entitled to work full time in Spain

Responsibilities

  • Champion Accor’s Culture, Mission, Vision and Values
  • Leading the OE global Contact Centre team to ensure they achieve their targets in sales and quality
  • Ensuring that the high level of service and the quality approach are delivered by all and ensuring that each consultant achieves luxury standards and sales objectives at each guest’s interactions
  • Participating and be involved in the recruitment, development, and growth of the Orient Express Contact Centre Operations team
  • Establishing clear and smart objectives
  • Ensuring that the global team has all the support and necessary training to provide a luxurious experience for all High Net Worth Clients and to achieve sales goals
  • Defining KPI and SLA in both Quality and Performance with the Site Director
  • Being responsible for the Workforce Management (sizing/roasters)
  • Being part of the update and improving the existing procedures and policies and creating new ones to drive results
  • Participating in the optimization of existing procedures to improve service quality and sales dynamics (sales pitch, after-sales service responses) with the Learning and Development Manager
  • Reporting on the activity and productivity (collective and individual)
  • Actively participating with the Site Director in the preparation of the department Annual Budget and Strategic Plan and achieving the objectives therein
  • Deploying and organizing new projects in accordance with strategy
  • Ensuring the smooth and coordination of the operations, ensuring the highest levels of guest satisfaction, employee satisfaction and productivity
  • Ensuring B2C and B2B loyalty programs, are represented and maintained
  • Serve as a liaison between entities, contact centers, Orient-Express global team and Accor Global Sales Luxury & Lifestyle ensuring consistent B2C/B2B brand messaging
  • Building and maintaining stakeholder relationships.

FAQs

What is the location for the Senior Orient Express Contact Centre Operations Manager position?

The position is based in our office in Barcelona, Spain.

What is required educational qualification for this role?

An MBA or equivalent is required for this role.

How many years of experience are necessary for the candidate?

A minimum of 5+ years in a Senior Sales & Operations Manager role or a similar position in the luxury travel business is necessary.

Is fluency in multiple languages necessary for this position?

Yes, fluency in English (C1) is required, and knowledge of French and/or Italian is considered an asset.

What software proficiency is expected for applicants?

Proficiency in CRM software (Salesforce) and Microsoft Office Suite, particularly Excel, is expected.

What kind of team will the Senior Operations Manager be leading?

The Senior Operations Manager will be leading a global team of Luxury Travel Consultants.

Will there be opportunities for career growth in this role?

Yes, there are opportunities for career growth and ongoing training and professional development.

How will success be measured for this position?

Success will be measured through the achievement of defined KPIs and SLAs in both quality and performance.

What is the focus of the Orient Express brand?

The Orient Express brand focuses on providing ultra-luxury hospitality and exceptional travel experiences.

Are there any incentives or benefits offered with this position?

Yes, benefits include private health insurance, paid holidays, discounted rates for properties, daily food allowance, and an incentive plan.

What is the commitment to diversity and inclusion at Accor?

Accor is committed to attracting, recruiting, and promoting diverse talent and fostering an inclusive company culture.

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Accor

Travel & Leisure
Industry
10,001+
Employees

Mission & Purpose

Accor is a leading global hospitality group offering a diverse portfolio of over 5,300 hotels and residences across more than 110 countries. It encompasses a wide range of brands, from luxury to economy, such as Raffles, Fairmont, Sofitel, Novotel, and ibis. Accor is committed to providing exceptional guest experiences through innovative services and a strong focus on sustainability and community engagement. The company aims to create memorable stays while contributing positively to the environment and the communities where it operates.