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Customer Delivery Manager (m/f/d)

City:  Remote
Job area:  Corporate Client Solutions
Job field:  Business Consulting & Steering
Seniority Level:  Mid-Senior level
Date:  Jun 15, 2022

HRS reinvents how businesses Work, Stay and Pay. Counting more than 5.000 corporations and 40% of Fortune 500 companies in our customer base, HRS has emerged as the most trusted platform of digital software solutions in business travel hospitality worldwide. The HRS platform is composed of three engines that each optimize one core building block along the corporate hospitality supply chain: Intelligent Procurement, Smart Booking, and Invisible Payment. Through the integration of those engines into one large data-driven platform approach, our Lodging-as-a-Service value proposition enhances the satisfaction of corporate employees and travelers, delivers the highest grade of process automation for corporate stakeholders, and ensures the strongest compliance end-to-end.

The Customer Delivery - STAY team owns the project delivery of the customer onboarding journey, taking over after contract signature until Hypercare - enabling the HRS Multisource Engine in the client’s Online Booking Tool (OBT) and Travel Management Company (TMC) landscape. The strength of the team is the extensive experience in project delivery, deep knowledge of OBT administration and the operational TMC landscape, being able to ensure the accurate setup of the Point of Sale (PoS) and guiding the client and their partners throughout the on-boarding journey. During the pitch phase, the Customer Delivery - STAY is acting as subject matter expert to deep dive into HRS’ lean implementation methodology, suggest preliminary project planning, educate/re-assure the client on User Interface & processes once HRS Multisource Engine has been activated.

 

The CUSTOMER DELIVERY MANAGER (m/f/d)  is managing the Customer Onboarding Journey by orchestrating HRS resources and third parties (e.g. customer/OBTs/TMCs) within an existing product integration framework. The emphasis of a Delivery Manager’s skillset is the over-arching project management and thorough understanding of the OBT Admin UIs, to govern the remote setup of HRS via 3rd parties. With the knowledge around the OBT/TMC landscape, the Customer Delivery Manager can steer the 3rd party project contributors but also consult clients during the pre-sales phase - being on an eye-to-eye level with their peers on the customer & partner side.

The Customer Delivery Manager (m/f/d) – STAY will work on local projects either in their native language or English and can also support in case of multinational/global roll-outs - if local knowledge/language is required. The role has a strong collaboration with the Sales & Account Management Team locally & globally, delivery managers of other solutions (e.g. PAY), the Product department, as well as with the Operations Teams. The position will report to the Director of Global Customer Delivery – STAY.

 

 

CHALLENGE

  • Support customer pitches as a trusted advisor for the roll-out of HRS booking solutions (HRS Multisource Engine) into the Online Booking Tool (OBT) and Travel Management Company (TMC) landscape of customers 
  • Own & lead multi-disciplined project streams through the full life cycle of project delivery from kick-off to hypercare, enabling HRS Multisource Engine in the clients' booking channels 
  • Consult customers on the optimal configuration of their OBT to achieve their lodging strategic objectives  
  • Manage and influence project sponsors and stakeholders to ensure project objectives are understood and achieved – delivering an on-time and high-quality project result 
  • Coordinate project planning and execution with Customer Delivery Manager of other HRS platform streams (e.g. PAY) to ensure most customer-centric onboarding journey  
  • Live HRS culture of continuous improvement by supporting initiatives aiming to improve efficiency and quality of documentation and standards 
  • Work in a global, de-centralized team where you foster a healthy team environment that honors and respects cultures, experiences and local differences whilst forming one unified team and establishing working relationships with your local office colleagues

 

 

FOR THIS EXCITING MISSION YOU ARE EQUIPPED WITH

  • Sound experience in B2B travel industry and thorough understanding of the TMC service offerings, TMC systems and OBT parametrization 
  • Very strong project management skills, that allow you to work with tight deadlines, managing internal contributors, customer expectations as well as 3rd parties  
  • Excellent communication skills & confident appearance in client meetings 
  • Being used to take the customer view first when working with project stakeholders 
  • Dive deep into the information that you will receive before & during the projects and draw relevant conclusions 
  • Strong consultative skills and drive – always positioning HRS as valued & professional partner  
  • The disposition to work independently with a strong commitment to details on project deliverables & always enabling transparency and exchange for the leadership on progress & status 
  • Flexible thinking, able to operate in a changing environment 
  • Passion about working in a pragmatic and results-oriented environment 
  • Fluency in German & English spoken and written, and either Italian or French  as an additional language  

 

 

YOUR 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
In general, the position is assigned to the company office in Paris and can be agreed as any location (remote), preferably in France. 
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:  12881


Job Segment: Pre-Sales, User Experience, Travel Industry, Project Manager, Sales, Technology, Travel