Accor has appointed Karelle Lamouche as Chief Commercial Officer for Europe. In this newly created role, Karelle will lead Accor’s European commercial team with responsibility for driving the business revenue strategy for the company and its partners across all European markets.
Reporting into Franck Gervais, CEO Accor Europe, Karelle will be responsible for the commercial strategy for the European business. Focused on leading the company’s loyalty and customer experience, sales and distribution, marketing, revenue management and business analytics teams, Karelle will create a more holistic, integrated and customer-centred approach and deliver a consistent strategy for all Accor brands throughout Europe. Central to the role will be the launch and delivery of ALL, Accor’s new loyalty programme which goes live late this year.
In this role she spearheaded the development of an innovative hospitality process, using proprietary technology to enable greater interaction between hotel talent and guest. The people-centric mobile technology makes employees less static and increases their interaction with guests and teams, using technology to empower staff and enable greater customer experience. The transformation to hotel and guest operations in the UK was extensive and this best practice is now being rolled out across Europe and beyond, in ibis and select Mercure and Novotel hotels.
