Job description / Role Job Type
Full Time Job Location
Riyadh, Saudi Arabia Nationality
Any Nationality Salary
Not Specified Gender
Not Specified Arabic Fluency
Not Specified Job Function
Customer Service Company Industry
Travel, Hotel & Tourism Company description

Gru00fcnde fu00fcr Accor zu arbeiten?
Wir sind weit mehr als ein weltweit fu00fchrendes Unternehmen. Wir empfangen dich so, wie du bist und bei uns findest du einen Beruf und eine Marke, die zu deiner Persu00f6nlichkeit passen.
Wir unterstu00fctzen dich dabei, jeden Tag zu wachsen und zu lernen. Wir sorgen dafu00fcr, dass deine Arbeit einen Sinn in deinem Leben hat und dass du auf deiner Reise mit uns die grenzenlosen Mu00f6glichkeiten von Accor erkunden kannst.
Bei Accor kannst du jedes Kapitel deiner Geschichte selber schreiben, und gemeinsam ku00f6nnen wir die Gastronomie und Hotellerie von morgen veru00e4ndern.
Tu das, was du liebst, trage etwas fu00fcr die Gemeinschaft in der Welt bei, und wage es den Status quo in Frage zu stellen! #BELIMITLESS

Job description

We are seeking a highly skilled and experienced Senior CCS Manager to join our team in Riyadh, Saudi Arabia. As a key leader in our organization, you will be responsible for overseeing and optimizing our Customer Care and Service (CCS) operations, ensuring exceptional customer experiences and driving continuous improvement in our service delivery.

Responsibilities:

Develop and implement strategic plans to enhance customer satisfaction and loyalty Lead and mentor a team of CCS professionals, fostering a culture of excellence and continuous improvement Analyze customer feedback, service metrics, and industry trends to identify areas for improvement and innovation Collaborate with cross-functional teams to streamline processes and enhance the overall customer journey Establish and monitor key performance indicators (KPIs) for the CCS department Implement and optimize CRM systems and other technological solutions to improve service efficiency Develop and manage the CCS budget, ensuring cost-effective operations Create and deliver regular reports on CCS performance to senior management Stay updated on industry best practices and implement innovative approaches to customer service Ensure compliance with relevant regulations and company policies in all CCS operations Qualifications Bachelor's degree in Business Administration, Customer Service Management, or related field; MBA or relevant master's degree preferred 7+ years of experience in CCS management, with a proven track record of improving customer satisfaction metrics Strong leadership skills with the ability to motivate and develop high-performing teams Excellent analytical and problem-solving skills, with a data-driven approach to decision-making Proficiency in project management and strategic planning Advanced knowledge of CRM systems and customer service technologies Outstanding communication and presentation skills Experience in implementing and optimizing CCS processes In-depth understanding of customer service best practices, contact center operations, and service quality standards Customer service certifications (e.g., CCXP, CCSM) are a plus Ability to work effectively in a fast-paced, dynamic environment Fluency in English; Arabic language skills are highly desirable Additional information

Senior CCS Manager - Your team and working environment:
Join our skilled and service-oriented Sales & Marketing team as a Senior CCS Manager, where precision, care, and pride in service delivery are the foundation of every task. In this essential role, you will lead and support the successful planning and execution of catering and conference services, ensuring each event reflects our brand's commitment to excellence.

We promote a respectful and supportive work culture based on collaboration, professionalism, and mutual trust. As a key contributor to the guest experience, your leadership and attention to detail will ensure every meeting, banquet, or event is delivered seamlessly, leaving a lasting impression on clients and guests alike.

Our commitment to diversity & inclusion:
We take pride in being an inclusive workplace that values and supports diverse talent. We believe that diversity enhances the quality of our work, inspires creativity, and strengthens our team.

In our Sales & Marketing department, we welcome individuals from all backgrounds and empower them to grow, connect, and contribute with integrity and purpose.

About the Company

A caring employer providing respect, training and career development for our employees. An attractive employer offering more than 100 professions across the 5 continents.

We are much more than a world leader. We are 250,000 hoteliers with the same shared passion for welcoming. We take care of millions of guests in our 4,300 addresses and on our digital platforms. As an operator and franchisor (HotelServices), owner and investor (HotelInvest), we invest all our energy into making "Feel Welcome" resonate as the finest hotel promise.

From luxury to economy and in every corner of the globe, AccorHotels'​ more than 20 brands meet all the needs of business and leisure travelers seeking comfort, attention and high-quality services.

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