CCS Manager

Company Description

Gründe für Accor zu arbeiten?

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Wir unterstützen Dich dabei, jeden Tag zu wachsen und zu lernen. Wir sorgen dafür, dass Deine Arbeit einen Sinn in Deinem Leben hat und dass Du auf Deiner Reise mit uns die grenzenlosen Möglichkeiten von Accor erkunden kannst.

Bei Accor kannst Du jedes Kapitel Deiner Geschichte selber schreiben, und gemeinsam können wir die Gastronomie und Hotellerie von morgen verändern. Entdecke das Leben, das Dich bei Accor erwartet, besuche https://careers.accor.com/.

Tu das, was Du liebst, trage etwas für 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.

• 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.