Customer Experience Manager (all genders)

HRS AS A COMPANY

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 Customer Experience Manager (all genders), the future position holder takes on the responsibility to lead the operations of the respectively assigned accounts in the region.The CXP is the daily operational interaction face for the HRS customers and their Travel Management  ompanies (TMCs). During the implementation, the CXP supports the Delivery Manager in the technical implementation or for smaller local implementations even manages the entire delivery project independently. After go-live, the CXP fulfils excellent customer support according to globally defined standards and ensure that the Customer Success Manager (CSM) can purely focus on upselling and commercial topics. The CXP manages independently the daily operational collaboration with its customer and TMC counterparts – always identifying ways how to improve operational excellence. The CXP ensure customer satisfaction and therewith, supports the adoption and retention rate as well as renewal and upselling ratios.

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 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  

Account Management & Growth Responsibilities 

• Manage and develop a portfolio of Mid-Market customers
• Identify growth opportunities within existing accounts
• Drive upselling and cross-selling initiatives to increase account revenue
• Conduct regular business review meetings (e.g., QBRs) with customers
• Build strong, long-term customer relationships
• Monitor customer performance, satisfaction, and retention metrics
• Collaborate with internal teams to ensure successful delivery of solutions
• Act as the primary point of contact for customer inquiries and escalations

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 Italian and English (spoken and written)
• Proven ability to identify and convert upsell and cross-sell opportunities
• Commercial mindset focused on maximizing customer lifetime value

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 role is based in Milan and offers a highly competitive total compensation package aligned with market benchmarks. In addition to a fixed base salary, the package includes an attractive, performance-drivenvariable with significant upside, as well as full mobility and all necessary work equipment.