Customer Experience Manager, PAY

About HRS Group

HRS reinvents how businesses Work, Stay and Pay. As the most trusted platform for digital software solutions in business travel hospitality worldwide, HRS serves over 5,000 corporations, including 40% of Fortune 500 companies. Our platform utilizes three engines—Intelligent Procurement, Smart Booking, and Invisible Payment—integrated into a large data-driven system. This Lodging-as-a-Service approach enhances satisfaction for corporate employees and travelers, delivers high process automation for stakeholders, and ensures strong end-to-end compliance.

The Customer Experience Team

The Customer Experience team at HRS owns the entire customer journey for HRS PAY. We ensure a seamless, high-quality experience from activation through ongoing customer success. Our responsibilities include optimizing interactions across all touchpoints, enhancing user satisfaction, and driving product adoption. With expertise in customer engagement, digital experience, and operational efficiency, we ensure clients fully leverage HRS PAY’s technological suite. During the operating phase, we act as subject matter experts, outlining engagement strategies, ensuring smooth transitions, and educating clients on maximizing platform benefits.

Your Role as Customer Experience Manager, PAY

As a Customer Experience Manager, PAY, you will join a team of payment solutions experts based in Germany, impacting all HRS PAY customers globally. Your role is to support stakeholders, answer customer inquiries on payment solutions, and act as a trusted expert continuously improving the PAY customer journey. This position involves close collaboration with multiple international teams.

Key Challenges and Responsibilities

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

What You Bring to the Team

• Several proven years of professional experience in Customer Experience, Customer Success, or related B2B fields.
• Exposure to the payments industry and Enterprise customer management, ideally in travel or fintech.
• A customer-centric mindset with a passion for delivering exceptional service.
• Strong analytical and problem-solving abilities with a data-driven approach.
• Excellent communication and stakeholder management skills, with initial experience in conducting internal trainings.
• Experience working within a matrix organization and fostering cross-functional collaboration.
• Ability to prioritize effectively and thrive in a 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, both spoken and written; additional languages like Italian or French are a plus.

Your Future at HRS Group

Join a global network of passionate innovators transforming business travel and payments. In our entrepreneurial environment, you'll shape the future of customer experience at HRS PAY, contribute to groundbreaking solutions, and achieve personal and professional growth. You will work in an agile, dynamic team that values continuous learning, retrospectives, and innovation, making business life smarter, better, and more sustainable.

Key skills/competency

• Customer Experience Management
• Payment Solutions
• B2B Customer Success
• Stakeholder Management
• Problem Solving
• Data Analysis
• Process Optimization
• Knowledge Transfer
• Cross-functional Collaboration
• Fintech Industry