Customer Experience Manager Workforce (all genders)

City:  Cologne
Job Function:  Operations
Job Area:  Sales
Seniority Level:  Entry level
Date:  Apr 13, 2024

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

In HRS Workforce & Disruptions unit we have the ambition to shape the future of Crew workforce management, supporting worldwide leading organizations operating in multiple industries (i.e. construction, rail, energy, air, cruise and logistics) to manage their crew travel needs, setting new standards for business process automation and customer experience, delivered thought dedicated platforms covering three main use cases: project business travel for blue and white collars, air and rail crew management and corporate disruptions.

As one modular SaaS solution, our platform covers all travel related needs across the customer journey: from planning of accommodation to management of regular and irregular crew operations, crew in-destination experience, virtual allowances, live communication and feedback management, payment and billing; delivering benefits not only to the end-user, but also yields significant cost-, process- and time-savings for operational departments and project teams. 
 

POSITION

We are looking for a Cologne or Berlin based Customer Experience Manager Workforce (all genders) who will take on a pivotal role in managing international and local acting B2B clients, particularly focusing on the roll-out of HRS Crew solutions. Your primary responsibility is to own the project delivery of the HRS Crew customer onboarding journey, taking charge from contract signature through hypercare.

 

CHALLENGE

 

  • Project Ownership: Lead the end-to-end project delivery of the HRS Crew customer onboarding journey, ensuring the seamless integration of the HRS technological suite in the HRS Crew Platform and customer landscape.
  • Expert Guidance: Utilize your extensive project management experience and deep knowledge of Crew travel logistics to guide clients and their partners throughout the onboarding journey. Act as a subject matter expert during the pitch phase, providing insights into HRS' lean implementation methodology, suggesting roll-out strategies, and conducting preliminary project planning. Educate and reassure customers on the user interface and processes post-activation.
  • Client Relationship Management: Support clients by ensuring outstanding service quality in responding to requests, offering advice on business data reporting, and managing hotel bookings. Develop and maintain relationships with key customers and partners in the corporate segment of HRS.
  • Cooperation Implementation: Implement cooperation with new clients, managing the client 'roll-out' and activation process.
  • Consultancy: Act as a consultant, leveraging business data and proactive customer contact to enhance existing B2B relations. Take responsibility for managing clients to increase revenue for HRS.
  • Customer Service: Perform customer service through direct and indirect formats, including teleconferences and online trainings. Serve as the first touchpoint for corporate clients, acting as an interface to internal stakeholders.

 

FOR THIS EXCITING MISSION YOU ARE EQUIPPED WITH...

 

  • Education and Experience: A commercial education, preferably in the SaaS or TravelTech industry, or a degree in Business Administration combined with experience in consultancy.
  • B2B Relationship Management: Good understanding of initiating positive contact and maintaining lasting relations in the B2B ecosystem.
  • Self-Motivation: A high level of self-motivation to drive successful project outcomes.
  • Results-Oriented: Strong orientation towards achieving results and strategic goals.
  • Time Management: Ability to work effectively under time pressure.
  • Communication Skills: Excellent communication skills in both understanding the customer's needs and presenting the best possible solutions.
  • Language Proficiency: English both spoken and written, any other language is a plus.

 

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 bonus.

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Req ID:  17529


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