Customer Experience Manager - #2234088

Hrs As a Company

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 for 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 satisfaction for corporate employees and travelers, delivers the highest grade of process automation for corporate stakeholders, and ensures the strongest compliance end-to-end.

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

Implement the customer to the platform

• Accompany the HRS roll-out project ensuring proper set-up and technical implementation of HRS products & solutions
• Own and lead the HRS roll-out project for smaller, local accounts
• Your activities include task planning within the project, steering internal stakeholders and escalation management
  
  

Make customers adopt the platform

• Run trainings on HRS platform (e.g. booking portal, payment portal)
• Educate the customer on HRS product solutions (e.g. Rebooking, Recommendation Engine)
  
  

Keep the customer satisfied

• 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
• Provide regular data-driven transparency to the customer/TMC on operational health incl. status of support and operations
• In case of deviations against service level agreements, define action plan and orchestrate execution across multiple HRS internal departments and stakeholders. Thereby, clearly size issues and prioritize actions based on economic impact calculations.
• Solve complex problems and finding solutions by collaborating with other departments of HRS, e.g. Product, Procurement, Hotel Solutions
• 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, 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 German and English is a must
  
  

PERSPECTIVE

Join a global network of passionate innovators dedicated to transforming business travel and payments. As part of our entrepreneurial-driven environment, you will have the opportunity to shape the future of customer experience at HRS, contribute to groundbreaking solutions, and grow both personally and professionally. You will work in an agile and dynamic team that values continuous learning, retrospectives, and innovation, making business life smarter, better, 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.