Head of Customer Experience PAY (all genders)

HRS GmbH; Berlin; Vor Ort; EUR 60.000 - 100.000; Vollzeit

Zusammenfassung

Ein etabliertes Unternehmen sucht einen Head of Customer Experience, um die gesamte Kundenreise für HRS PAY zu leiten. In dieser Schlüsselposition sind Sie verantwortlich für die Optimierung der Kundeninteraktionen und die Sicherstellung einer hohen Kundenzufriedenheit. Sie führen ein engagiertes Team in einem dynamischen Umfeld und arbeiten eng mit verschiedenen Abteilungen zusammen, um herausragende Servicequalität zu liefern. Diese Rolle bietet Ihnen die Möglichkeit, innovative Lösungen zu gestalten und das Kundenerlebnis auf globaler Ebene zu transformieren, während Sie in einem agilen Team arbeiten, das kontinuierliches Lernen und Innovation schätzt.

Leistungen

Wettbewerbsfähiges Gehalt

Mobility Solutions

Jährlicher oder mehrjähriger Bonus

Notwendige Arbeitsausstattung

Qualifikationen

• Mehrere Jahre Erfahrung in Customer Experience oder verwandten Bereichen.
• Erfahrung in der Führung von hochleistungsfähigen virtuellen Teams.

Aufgaben

• Leitung des Customer Experience-Teams für HRS PAY.
• Optimierung der Kundenbeziehungen und Sicherstellung der Kundenzufriedenheit.

Kenntnisse

Kundenorientierung

Führung von virtuellen Teams

Stakeholder-Management

Datenanalyse

Prozessoptimierung

Fließend in Deutsch und Englisch

Ausbildung

Erfahrung im Bereich Customer Experience oder Customer Success

Kenntnisse in der B2B-Reise- oder Zahlungsindustrie

Jobbeschreibung

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Head of Customer Experience PAY (all genders)

Job Function: Operations

Job Area: Customer Service

Seniority Level: Mid-Senior level

Date: Apr 4, 2025

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.