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

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

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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.

Responsibilities

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.; 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.; 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.; 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.

Requirements

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%).