Customer Experience Manager (All genders)

HRS AS A COMPANY

HRS, a pioneer in business travel, aims to elevate every stay through innovative technology. With over 50 years of experience, their digital platform, driven by ProcureTech, TravelTech, and FinTech, transforms how companies and travelers Stay, Work, and Pay.

ProcureTech digitally revolutionizes lodging procurement, connecting corporations and suppliers in a cutting-edge ecosystem. This enables seamless efficiency and automation, surpassing travelers' expectations.

TravelTech redefines the online lodging experience, offering personalized content from selection to check-in, ensuring an unparalleled journey for corporate travelers.

In FinTech, HRS introduces advancements like mobile banking and digital payments, turning corporate back offices into touchless lodging enablers, eliminating legacy cost barriers. The innovative 2-click book-to-pay feature streamlines interactions for travelers and hoteliers.

Combining these technology propositions, HRS unlocks exponential catalyst effects. Their data-driven focus delivers value-added services and high-return network effects, creating substantial customer value.

HRS's exponential growth since 1972 serves over 35% of the global Fortune 500 and leading hotel chains.

Join HRS to shape the future of business travel, empowered by a culture of growth and setting new industry standards worldwide.

BUSINESS UNIT

The Customer Experience Management (CEM) team supports projects to activate new HRS customers in the various point-of-sales and owns the daily operations of HRS’ corporate customers. The core purpose of the team is to ensure excellent operations and support of the most important customers, no matter if it’s during the implementation or post go-live. CEMs offer empathetic help and provide timely resolution of support requests, coordinating with multiple stakeholders of other departments, like for example with the product and engineering teams, to execute solutions.   

At every interaction, this team puts the customer first and is always able to report on the operational health of HRS’ strategic customers. Based on the tremendous amount of insights into what corporates are struggling with, the team supports the identification and automation of solutions to resolve issues, so customers don’t even have to continue reaching out, driving true operational excellence and customer success.  

POSITION

In the responsible position of the Customer Experience Manager (all genders) DACH, the future position holder takes on the responsibility to lead the operations of respectively assigned accounts of the DACH region. The CEM is the daily operational interaction face for the HRS customers and their Travel Management Companies (TMCs). During the implementation, the CEM supports the Delivery Manager in the technical implementation. After go-live, the CEM closely collaborates with the Account Executive, fulfilling excellent customer support according to globally defined standards. The CSM manages independently the daily operational collaboration with its customer and TMC counterparts – always identifying ways how to improve operational excellence.  

The position belongs to the Global Customer Experience Management team, is located in Cologne and reports in the respective Head of Customer Experience Management.

CHALLENGE

• Be the first touchpoint for HRS’ customers and their respective Travel Management Company (TMC) of the DACH region for any support requests   
• Support HRS customers with outstanding service quality    
• Accompany the HRS roll-out project ensuring proper set-up and technical implementation of HRS products & solutions    
• Your activities include task planning within the project, steering internal stakeholders and escalation management   
• Provide regular transparency to Account Executive and customer/TMC on status of support and operations, including provision of respective reporting   
• Track next actions of multiple HRS internal departments and stakeholders to drive operational excellence for your customer  
• Solve complex problems and finding solutions by collaborating with other departments of HRS, e.g. Product, Procurement, Hotel Solutions    
• Be always able to prioritize support requests based on economic impact    
• Continuously improve working procedures through identification of automation potential   
• Support special projects driving professionalization and standardization of customer support in terms of processes and tools within HRS Group    

FOR THIS EXCITING MISSION YOU ARE EQUIPPED WITH...

• A degree in Tourism, Business Administration or a commercial education    
• Professional experience in customer-facing roles in a Software-as-a-Service (SaaS) organization or in the hotel industry  
• Autonomous working style  
• Self-confident appearance in front of customers  
• Structured way of working    
• A high level of self-motivation   
• Strong orientation on results    
• Ability to work under time pressure, prioritize your tasks wisely and align with all involved stakeholders   
• Excellent communication skills in both ways: understanding pain and gain of the customer and presenting best possible solutions   
• Fluency in German and English is a must 

PERSPECTIVE

Access to a global network of a globally united and mutually responsible “Tribe of Intrapreneurs” that is passionately dedicated to renew the travel industry and while doing so reinvent the ways how businesses stay, work and pay.

Our entrepreneurial driven environment of full ownership and execution focus offers you the playground to contribute to a greater mission, while growing personally and professionally throughout this unique journey. You will continuously learn from a radical culture of retrospectives and continuous improvement and actively contribute to making business life better, smarter and more sustainable.

LOCATION, MOBILITY, INCENTIVE

The attractive remuneration is in line with the market and, in addition to a fixed monthly salary, all necessary work equipment and mobility, will also include an annual or multi-year bonus.