Catering & Conferences Services Manager

Company Description Gründe für Accor zu arbeiten? Wir sind weit mehr als ein weltweit führendes Unternehmen. Wir empfangen Dich so, wie Du bist und bei uns findest Du einen Beruf und eine Marke, die zu Deiner Persönlichkeit passen. 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 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 Catering & Conferences Services Manager – Your Team and Working Environment :

Step into a key leadership role within our dynamic Sales & Marketing team as a

Catering & Conferences Services Manager . In this vital position, you’ll take the lead in orchestrating seamless catering and conference experiences that reflect the highest standards of service and hospitality. With a strong eye for detail and a passion for excellence, you’ll ensure every event – from elegant banquets to high-profile meetings – is delivered flawlessly.

Our team thrives on collaboration, professionalism, and shared success. You’ll work closely with a passionate group of individuals who take pride in crafting memorable guest experiences. Together, we bring ideas to life and deliver moments that matter – with precision, care, and heart.

Our Commitment to Diversity & Inclusion :

We’re proud to foster an inclusive, empowering work environment where diversity is embraced and every voice is valued. At the core of our culture is respect – for each other, for our clients, and for the unique backgrounds that make us stronger together.

In the Sales & Marketing department, we celebrate individuality and support professional growth at every stage. Here, you’re not just part of a team – you’re part of a community built on trust, purpose, and excellence.

#J-18808-Ljbffr