Customer Experience Manager

🕒 May 5

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HRS Group

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 1972

🤝 B2B

🛍️ eCommerce

B2B • eCommerce • Travel

HRS Group is a pioneering company that focuses on transforming the way business travelers manage their accommodations and payments. With over 50 years of experience, HRS Group leverages technology to create an innovative platform that enables businesses to make data-driven decisions about where to stay and work around the globe. Their mission emphasizes sustainability and inclusivity, striving to offer better solutions for corporate travel needs.

📋 Description

• Resolve complex support cases requiring specialized PAY product knowledge and technical expertise across all PAY products • Provide guidance & troubleshooting on complex customer scenarios to all stakeholders involved in E2E Journey (CXM, payment partners, other interface partners, Accounting/Finance departments, product house, Service teams or Sales) ensuring timely and effective solutions • Identify and escalate critical issues to the appropriate team and leadership to mobilize resources • Participate in customers calls requiring in-depth PAY expertise, contributing to the customer success alongside other teams • Build collective expertise through knowledge sharing & best practices across the CXM team • Partner with cross functional teams to foster a culture of continuous learning, making available up to date documentation • Conduct train-the-trainer sessions that build internal capabilities and ensure consistent support quality • Actively drive measurable impact on the team KPIs and customers satisfaction metrics via continuous performance enhancement • Use insights from customers interactions and data analysis to uncover the root causes of recurrent issues and develop actionable recommendations • Contribute to optimizing issues resolution workflows and the overall PAY Customer journey

🎯 Requirements

• Several proven years of professional experience in Customer Experience, Customer Success, or related fields within B2B environments. • Exposure to the payments industry and Enterprise customers management; ideally in travel or fintech. • Customer-centric mindset with passion for delivering exceptional service. • Strong analytical and problem-solving abilities with a data-driven approach. • Excellent communication and stakeholder management skills, first experience in conducting internal trainings. • Experience in working within a matrix organization and cross-functional collaboration. • Ability to prioritize effectively and thrive in fast-paced, dynamic environment with continuously evolving products and solutions. • Experienced in working in virtual, high-performing teams. • Structured, detailed oriented working style with strong organizational skills. • Fluency in German and English, spoken and written, additional language such as Italian or French is a plus.

🏖️ Benefits

• attractive remuneration in line with the market • fixed monthly salary • all necessary work equipment • mobility • annual or multi-year bonus