Customer Experience Manager

vor 1 Woche

Köln, Nordrhein-Westfalen, Deutschland HRS Group Vollzeit
About the Role

The Customer Experience Manager will be responsible for leading the operations of assigned accounts in the DACH region, serving as the primary point of contact for HRS' customers and their Travel Management Companies (TMCs). This role requires a high level of autonomy, self-motivation, and excellent communication skills to ensure seamless customer support and operational excellence.

Key Responsibilities
  • Be the first point of contact for HRS' customers and their TMCs in the DACH region for any support requests
  • Provide outstanding service quality to HRS customers
  • Accompany the HRS roll-out project, ensuring proper setup and technical implementation of HRS products and solutions
  • Plan tasks within the project, steer internal stakeholders, and manage escalations
  • Provide regular transparency to Account Executives and customers/TMCs on the status of support and operations, including reporting
  • Track next actions of multiple HRS internal departments and stakeholders to drive operational excellence for customers
  • Solve complex problems and find solutions by collaborating with other HRS departments, such as Product, Procurement, and Hotel Solutions
  • Prioritize support requests based on economic impact
  • Continuously improve working procedures by identifying automation potential
  • Support special projects driving professionalization and standardization of customer support within HRS Group
Requirements
  • Degree in Tourism, Business Administration, or a commercial education
  • Professional experience in customer-facing roles in a Software-as-a-Service (SaaS) organization or the hotel industry
  • Autonomous working style
  • Self-confident appearance in front of customers
  • Structured way of working
  • High level of self-motivation
  • Strong orientation on results
  • Ability to work under time pressure, prioritize tasks wisely, and align with stakeholders
  • Excellent communication skills in both directions: understanding customer pain points and presenting solutions
  • Fluency in German and English
About HRS Group

HRS Group is a global leader in business travel, dedicated to elevating every stay through innovative technology. Our digital platform, driven by ProcureTech, TravelTech, and FinTech, transforms how companies and travelers Stay, Work, and Pay. We're passionate about renewing the travel industry and making business life better, smarter, and more sustainable.

What We Offer
  • Attractive remuneration package, including a fixed monthly salary, work equipment, and mobility
  • Annual or multi-year bonus
  • Opportunity to contribute to a greater mission and grow personally and professionally
  • Radical culture of retrospectives and continuous improvement

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