Head of Customer Experience PAY (all genders)

HRS Group; Berlin, Bamberg, Köln; Vor Ort; EUR 60.000 - 100.000; Vollzeit

Zusammenfassung

An established industry player is seeking a Head of Customer Experience to lead the customer journey for its payment solution. This role involves optimizing customer interactions, managing a high-performing team, and driving product adoption. You will be at the forefront of enhancing user satisfaction and ensuring seamless collaboration across teams. With a focus on data-driven improvements and customer relationship management, you will play a pivotal role in shaping the future of customer experience. Join a dynamic and innovative environment where your contributions will significantly impact business travel and payment solutions.

Leistungen

Competitive fixed salary

Annual or multi-year bonus

Necessary work equipment

Mobility solutions

Qualifikationen

• Several years of experience in Customer Experience or Customer Success.
• Strong communication and stakeholder management skills.

Aufgaben

• Own the end-to-end customer journey for HRS PAY customers globally.
• Lead the Customer Experience Managers to ensure best-in-class service.
• Define and measure key metrics to assess customer satisfaction.

Kenntnisse

Customer Experience Management

Stakeholder Management

Data-driven Mindset

Process Optimization

B2B Payments Knowledge

Fluent in German and English

Ausbildung

Bachelor's Degree in Business or related field

Jobbeschreibung

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 team owns the entire customer journey for HRS PAY, ensuring a seamless and high-quality experience from the moment of activation to ongoing customer success. The team is responsible for optimizing interactions across all touchpoints, enhancing user satisfaction, and driving product adoption. With extensive expertise in customer engagement, digital experience, and operational efficiency, the team ensures that clients fully leverage the value of HRS PAY’s technological suite. During the operating phase, the Customer Experience team acts as subject matter experts to outline the customer engagement strategy, ensure a seamless transition, and educate clients on maximizing the platform's benefits.

POSITION

As the Head of Customer Experience, you will own the end-to-end customer journey for all HRS PAY customers globally. You will lead an expert team of Customer Experience Managers based in Germany, ensuring best-in-class service, customer engagement, and satisfaction. The position holder will manage the global customer experience strategy, optimize key processes, and align with cross-functional teams to deliver outstanding service quality. By establishing key performance indicators (KPIs) and customer satisfaction metrics, the Head of Customer Experience will drive continuous improvement and operational excellence. This role reports to the Chief Operation Officer HRS PAY, making it a key part of the extended leadership team of HRS PAY.

CHALLENGE

Optimize the End-to-End (E2E) Customer Journey for the HRS Payment Solution

• Define and measure key metrics to assess customer satisfaction along the customer journey with the HRS Payment Solution
• Streamline workflows as well as roles & responsibilities across multiple teams (e.g. Supplier Solutions, PAY Service, CXMs in different markets, Payment Delivery, PAY Consulting, tech teams etc.) to ensure seamless collaboration and highest customer satisfaction
• Define governance with ecosystem partners in alignment with payment partnership department to solve operational issues
• Provide data-driven recommendations on upgrades in the PAY platform aimed at increasing customer satisfaction

Own the customer relationship for selected payment customers

• Directly manage customer relationships that require in-depth PAY expertise to ensure successful outcomes
• Provide advise in improving payment set-ups after go-live acting as trusted advisor for selected customers
• Act as an escalation point for critical customer issues related to PAY products and services
  

Leadership responsibilities

• Lead and develop the PAY Customer Experience Management (CXM) team, ensuring high levels of performance and motivation
• Oversee and prioritize the resolution of key support cases across all PAY products, ensuring timely and effective solutions
• Foster a culture of collaboration, accountability, and continuous improvement within the CXM team
• Work closely with other leaders and teams to ensure that the PAY CXM team aligns with broader business goals and delivers an exceptional customer experience
• Work closely with product, sales, and delivery teams to incorporate customer feedback into product enhancements and service offerings

FOR THIS EXCITING MISSION YOU ARE EQUIPPED WITH...

• Several proven years of professional experience with a strong track record in Customer Experience, Customer Success, or related fields
• Exposure to the B2B travel or payments industry, with an understanding of the complexity of customer ecosystems
• Experienced in leading virtual, high-performing teams
• Skilled in working within a matrix organization and cross-functional collaboration
• Strong ability to understand customer needs and build trusted relationships
• Excellent communication and stakeholder management skills
• Data-driven mindset with experience in customer analytics and journey optimization
• Passion for process optimization, technology, and digital transformation
• Strong results-oriented approach with a structured way of working
• Ability to adapt to a fast-paced environment with continuously evolving products and solutions
• Fluency in German and English, spoken and written

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 PAY, 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 position is generally assigned to the company headquarters in Cologne, Germany, but other locations within Germany (Bamberg or Berlin) can be discussed. The role offers an attractive remuneration package, including a competitive fixed salary, all necessary work equipment, mobility solutions, and an annual or multi-year bonus.