Procurement Sales & Customer Care Manager – Luxury & Lifestyle - F/M/X

Job Purpose

Reporting into the Procurement Leadership for Luxury & Lifestyle Europe, the Procurement Sales & Customer Care Manager – Luxury & Lifestyle Europe serves as the central commercial ambassador for Accor’s procurement engine (Astore) across our European Luxury & Lifestyle portfolio.

In this role, you will be the trusted procurement partner to owners, Asset Managers, General Managers, and property-level operations heads. You will drive contract adoption, boost procurement capture rates, protect hotel operating margins (GOP), and deliver customer-centric procurement solutions tailored to the exacting quality standards of luxury and lifestyle hospitality.

Key Responsibilities

1. Commercial Relationship Management & Growth

• Procurement Business Partner: Act as the direct point of contact representing Accor Procurement (Astore) to European L&L Hotel General Managers, operations teams, owners, and asset managers.
• Spend Penetration & Capture Rate: Develop and execute account strategies across existing properties to grow the procurement capture rate and drive volume through preferred partner contracts.
• Value Proposition Delivery: Articulate and demonstrate the total value of Accor Procurement—balancing luxury brand compliance, custom sourcing solutions, competitive pricing, sustainability benchmarks, and bottom-line margin/GOP impact.

2. Lifecycle Integration, Sourcing & Onboarding

• Hotel Lifecycle Support: Partner with properties across all lifecycle stages—from construction, conversion, and pre-opening to daily operating phases.
• Procurement Roadmap & Digital Onboarding: Lead the onboarding roadmap for new openings and brand conversions, driving user adoption of European procurement digital platforms and ERP tools.
• Brand Standards Deployment: Collaborate with regional sourcing specialists to deploy supplier solutions that are defined by Brands to comply with operating guidelines of our L&L pillars.

3. Operational Customer Care & Contract Compliance

• Property-Level Advisory: Provide dedicated support to hotel departments (Finance, Culinary/F&B, Rooms Division, Engineering) to solve sourcing bottlenecks and optimize operating budgets.
• Compliance & SLA Monitoring: Monitor hotel adoption of contracted suppliers while ensuring that vendors consistently adhere to service level agreements (SLAs), quality benchmarks, and brand standards.
• Internal Consultant: Analyse property-level purchasing trends, identify spend leakage, and deliver actionable insights to improve operational efficiency and cost control.

4. Cross-Functional Collaboration & Continuous Improvement

• Stakeholder Coordination: Liaise cross-functionally with Brand Operations, Technical & Design Services, Finance, and Legal to ensure a seamless procurement experience for our properties.
• Internal Procurement Synergy: Partner closely with internal Supply Management (Category Managers/Sourcing) and local/country Procurement Sales teams to translate Luxury & Lifestyle brand requirements into regional supplier negotiations and bridge local sourcing gaps.
• Process & Tool Optimization: Continuously gather operational feedback to streamline ordering processes, enhance responsiveness, and elevate customer satisfaction across the European portfolio.

Qualifications

• Experience: 5+ years of relevant experience in procurement, account management/sales, commercial partnerships, or hotel operational leadership (e.g., Hotel Manager, Director of Operations, Purchasing Director) preferably from the Luxury, Lifestyle, or Upscale Hospitality sector.
• Industry Knowledge: Solid understanding of luxury operating dynamics, guest expectations, and brand standards; prior exposure to Group Purchasing Organizations (GPOs) is a distinct advantage.
• Strategic & Analytical Mindset: Demonstrated ability to evaluate spend data, assess business metrics (GOP, compliance rates), and translate analysis into commercial strategies.
• Communication Skills: Exceptional verbal and written communication skills to interact with both internal stakeholders and suppliers effectively. The ability to convey complex procurement concepts in a clear and understandable manner is essential.
• Strong problem-solving skills: Identify issues, analyse root causes, and implement solutions. The candidate should be adept at finding innovative ways to address challenges.
• Stakeholder Management: High level of emotional intelligence and executive presence; comfortable negotiating and building trust with hotel owners, corporate executives, and property general managers.
• Systems Proficiency: Experience with procurement tools, e-procurement catalogs, and hospitality ERP solutions.
• Education: Bachelor’s degree in Hospitality Management, Business Administration, Supply Chain Management, or a related field (Master's degree preferred).
• Languages: Fluency in English (written and spoken) is required; fluency in other major European languages (e.g., French, German, Italian, or Spanish) is a strong plus.
• Mobility: Willingness and ability to travel across Europe to visit properties (approx. 25–40%).

Additional Information

LEARNING & DEVELOPMENT:  

Management talent at the earth our of HR Accor strategy. 

We want you to feel free to dare and free to grow, by opening new doors to continuous learning and skills development. Challenge yourself and switch between jobs, brands, and career paths 

Our Culture #BeALLyouAreWithALLyourHeart  

At Accor, we are committed to diversity. Each individual, each personality, and each experience has its place to grow and make us grow collectively. Everything we do, we do with heart. We are creators of emotions, professionals of the human experience, open to others and the world around us.  

• Our culture is inclusive. We value the richness of the 120 nationalities, the different backgrounds, the different stories that make up our company.  
• We care for the world around us: our teams, our customers, our establishments, our environment are at the heart of our concerns. Our mission is human, essential: to bring cultures together, to open windows on the world, to provide unforgettable experiences, day after day.  
• All our heartists are talents in the making, they are the future of our group and our hotels. Helping them grow professionally and develop personally according to their wishes and ambitions is our priority.  
• Together, we imagine your future. Our group is large, with many opportunities, and the experiences are infinite.  
• We dare to question the status quo. We challenge ourselves to always do better. We take risks, we dream the impossible and make it possible.  
• Hospitality is teamwork, and we are stronger together. We believe in caring, we respect our differences and value all voices. We work as a team, saying what we do and doing what we say. 

Our commitment to Diversity & Inclusion:
We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.

Company Description

Join the Accor Group, an ecosystem of over 45 brands, 5,500 hotels, 10,000 restaurants, and lifestyle destinations. 

As one of our 5,000+ Corporate Heartists®, come pursue your passion to the vibrant rhythm of the hospitality industry.  

With us, your personality is valued, your opportunities for growth know no boundaries. Every action you take can have a positive and memorable impact on the experience of our customers, your colleagues, and also, on the planet, contributing to pioneering the art of responsible hospitality. 

Become a Heartist®, and let your heart guide you into a world where life pulses with passion. 

#WeAreHeartists 

To discover the life that awaits you at Accor, visit https://careers.accor.com/.