Customer Experience Specialist (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 corporate 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 or for smaller local implementations even manages the entire delivery project independently. After go-live, the CEM fulfils excellent customer support according to globally defined standards and ensure that the Account Manager (AM) can purely focus on upselling and commercial topics. The CEM manages independently the daily operational collaboration with its customer and TMC counterparts – always identifying ways how to improve operational excellence. The CEM ensure customer satisfaction and therewith, supports the adoption and retention rate as well as renewal and upselling ratios. 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

• Accompany the HRS roll-out project ensuring proper set-up and technical implementation
• Own and lead the HRS roll-out project for smaller accounts  
• Your activities include task planning within the project, steering internal stakeholders & escalation management  
• Run trainings on HRS platform
• Educate the customer on HRS product
• Be the first touchpoint for customers and their respective Travel Management Company (TMC) for any support requests  
• Support HRS customers with outstanding service quality 
• Provide regular data-driven transparency to the customer/TMC on operational health incl. status of support and operations 
• Solve complex problems and finding solutions by collaborating with other departments of HRS, e.g. Product, Procurement, Hotel Solutions  
• 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, ideally coming from the hospitality or TMC industry  
• Autonomous working style   
• Self-confident appearance in front of customers    
• Structured way of working and ability to work with data  
• 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 English is a must 
• Proficiency in German is a big 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 or multi-year bonus.