Customer Experience Manager WaaS

HRS Group; Paris; Sur place; EUR 40 000 - 60 000; Plein temps

Résumé du poste

A leading travel technology firm in Paris seeks a Customer Experience Manager to enhance client engagement and satisfaction. This role entails managing onboarding, serving as the main point of contact for B2B clients, and advocating for customer insights internally. Candidates should possess strong communication and analytical skills, with fluency in French and English. Experience in customer-facing roles and the travel tech sector is preferred.

Prestations

Annual bonus

Work equipment provision

Market-aligned remuneration

Qualifications

• Proven experience in customer-facing roles such as Customer Success, Account Management, or Consulting.
• Strong communication skills with the ability to build trust-based relationships with clients.
• A proactive, solution-oriented mindset with hands-on problem-solving skills.

Responsabilités

• Serve as the primary point of contact for B2B clients.
• Manage onboarding processes for new clients.
• Coordinate with internal teams to meet client needs.

Connaissances

Customer Success

Account Management

Strong communication skills

Analytical skills

Fluency in French and English

Description du poste

HRS AS A COMPANY

HRS, a pioneer in business travel, aims to elevate every stay through innovative technology. With over 50 years of experience, their digital platform, driven by ProcureTech, TravelTech, and FinTech, transforms how companies and travelers Stay, Work, and Pay. ProcureTech digitally revolutionizes lodging procurement, connecting corporations and suppliers in a cutting-edge ecosystem. This enables seamless efficiency and automation, surpassing travelers' expectations. TravelTech redefines the online lodging experience, offering personalized content from selection to check-in, ensuring an unparalleled journey for corporate travelers. In FinTech, HRS introduces advancements like mobile banking and digital payments, turning corporate back offices into touchless lodging enablers, eliminating legacy cost barriers. The innovative 2-click book-to-pay feature streamlines interactions for travelers and hoteliers. Combining these technology propositions, HRS unlocks exponential catalyst effects. Their data-driven focus delivers value-added services and high-return network effects, creating substantial customer value.

HRS's exponential growth since 1972 serves 35% of the global Fortune 500 and leading hotel chains.

BUSINESS UNIT

At HRS’s Workforce-as-a-Service unit, we support global transportation companies including airlines, railways, and cruise lines, as well as corporates in the energy and construction sectors, in embracing the digital transformation journey in managing their crew operations. Our mission is to drive the highest degree of automation while enhancing the crew experience, particularly during disruptions.

Our modular SaaS platform serves both operations and crew teams. It covers the full spectrum of lodging and logistics needs throughout the entire crew journey from procurement, planning, and operations to hotel stay experience, communication management, payment, and billing. This comprehensive solution not only enhances the experience for crew teams but also delivers significant cost, process, and time savings for operational departments.

POSITION

To support our continued growth and deliver outstanding value to our clients, we are looking for a Customer Experience Manager (all genders) to join our team.

CHALLENGE

• Serve as the primary point of contact for our B2B clients, ensuring a seamless and high-quality experience across all HRS solutions.
• Manage onboarding processes for new clients and drive continuous engagement with existing customers through regular check-ins and support.
• Coordinate with internal teams (Product, Sales, Implementation, and Support) to ensure client needs are met efficiently and proactively.
• Analyze customer feedback and usage data to identify pain points and opportunities for improvement in customer journeys.
• Act as a customer advocate internally, helping to shape product enhancements and process improvements based on real user insights.
• Prepare and deliver performance reports and business reviews to clients to demonstrate ROI and solution impact.

FOR THIS EXCITING MISSION YOU ARE EQUIPPED WITH...

• Proven experience in customer-facing roles such as Customer Success, Account Management, or Consulting.
• Strong communication skills with the ability to build trust-based relationships with corporate clients.
• A proactive and solution-oriented mindset, with a hands-on approach to problem solving.
• Good analytical skills; comfortable working with KPIs and client data.
• Fluency in French and English.
• Experience in the travel tech or SaaS sector is a plus.

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 attractive remuneration is in line with the market and, in addition to a fixed monthly salary, all necessary work equipment and mobility, will also include an annual bonus.