Customer Experience Manager Italy (all genders)

City:  Milan
Job Function:  Operations
Job Area:  Customer Service
Seniority Level:  Associate
Date:  Feb 17, 2024


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.


The Customer Delivery team owns the project delivery of the HRS STAY customer onboarding journey. Taking over after contract signature until hypercare, the team is responsible to enable the full HRS technological suite in the client’s Online Booking Tool (OBT) and Travel Management Company (TMC) landscape. The strength of the team is the extensive experience on project management, deep knowledge on OBT administration and the operational TMC landscape, being able to ensure the accurate setup of the Point of Sale (PoS) and guiding the client as well as their partners throughout the on-boarding journey.

During the pitch phase, the Customer Delivery team is acting as subject matter expert to deep dive into HRS’ lean implementation methodology, suggest the roll-out strategy and preliminary project planning as well as educate/re-assure the customer on the user interface and processes once the HRS technological suite (HRS Multisource Engine) has been activated.


We are looking for a Milan based Customer Experience Manager (m/f/d) who will be responsible for international and for locally acting B2B clients starting with the roll-out of HRS solutions.


  • Support your clients and ensure outstanding service quality in answering requests and providing excellent advice with regards to business data reporting or hotel bookings
  • Take responsibility for key customers and develop relationships with customers and partners in the corporate segment of HRS
  • Implement cooperation with new clients (client ‘roll-out’ and activation)
  • Act as a consultant by using business data and contacting your customers to enhance existing B2B relations
  • Take responsibility for managing your clients from an economic point of view to increase revenue for HRS
  • Perform customer service in direct and indirect format (teleconferences, online trainings, etc.)
  • First touchpoint for corporate clients and acting as an interface to internal stakeholders


  • A commercial education, preferably in the travel industry, or a degree in Business Administration combined with working experience in the B2B travel industry
  • Good understanding of how to initiate positive contact and maintain lasting relations in B2B ecosystem
  • A high level of self-motivation
  • Strong orientation on results and strategic goals
  • Ability to work under time pressure
  • Excellent communication skills in both ways: understanding pain and gain of the customer and presenting best possible solutions
  • Fluency in Italian, English and Spanish, spoken and written


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.


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.

Req ID:  17421

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