---
title: 'Customer Experience Manager (all genders) at HRS'
canonical: 'https://feeny.ai/job/customer-experience-manager-all-genders-hrs-cologne-0c3jxsyfpxy6'
type: 'job'
last_seen: '2026-10-19'
---

# Customer Experience Manager (all genders) at HRS

- **Company:** HRS
- **Location:** Cologne, Germany
- **Employment:** full-time
- **Work type:** hybrid
- **Posted:** 2026-10-09
- **Last confirmed live:** 2026-10-19
- **Apply:** https://jobs.ashbyhq.com/hrs/19340322-9b51-4701-b35d-31a9275bea45

## Job description

## ABOUT HRS

HRS is the global leader in business travel intelligence. Our AI-native Copilot and Connect Platform transforms fragmented travel, payment, and compliance data into real-time decisions — saving enterprises millions and giving CFOs, procurement teams, and travel managers the control they need.

1B+ Business travel transactions processed annually 3,500+ Enterprise clients across 55 countries 35+ Years building the global travel ecosystem AI-native Copilot & Connect Platform — built for enterprise scale

## BUSINESS UNIT

The Customer Experience Management (CEM) team activates new HRS customers across the various points of sale and owns the daily operations of our corporate customers. The team’s core purpose is to ensure excellent operations and support — during implementation and post go-live alike. CEMs provide empathetic, timely resolution of support requests, coordinate with product, engineering, and other departments to execute solutions, and can always report on the operational health of HRS’ strategic customers. Based on deep insight into what corporates struggle with, the team drives the identification and automation of solutions — delivering true operational excellence and customer success.

## MISSION & IMPACT

Mission As Customer Experience Manager (all genders) DACH, you lead the operations of your assigned accounts and independently manage Mid-Market customers. You are the daily operational face for HRS customers and their Travel Management Companies (TMCs) — from technical implementation through post go-live support — ensuring operational excellence so that commercial teams can focus purely on growth. Impact You safeguard customer satisfaction, adoption, and retention across HRS’ strategic accounts. By delivering excellent support to globally defined standards and continuously improving operational processes, you directly strengthen renewal and upsell ratios — making the customer experience a measurable competitive advantage.

What you'll own: Onboarding & Implementation

- Accompany the HRS roll-out project, ensuring proper set-up and technical implementation of HRS products & solutions.
- Own and lead the roll-out project independently for smaller, local accounts.
- Drive task planning within the project, steer internal stakeholders, and manage escalations.

Adoption & Enablement

- Run trainings on the HRS platform (e.g. booking portal, payment portal).
- Educate customers on HRS product solutions (e.g. Rebooking, Recommendation Engine).

Support & Operational Excellence

- Act as the first touchpoint for HRS customers and their TMCs across the DACH region for all support requests.
- Provide regular, data-driven transparency on operational health, including status of support and operations.
- On SLA deviations, define the action plan and orchestrate execution across multiple internal departments — sizing issues and prioritizing actions based on economic impact.
- Solve complex problems in collaboration with Product, Procurement, and further HRS departments.
- Continuously improve procedures by identifying automation potential, and support special projects driving standardization of customer support across the HRS Group.

Account Management & Growth

- Manage and develop a portfolio of Mid-Market customers, acting as their primary point of contact for inquiries and escalations.
- Identify growth opportunities within existing accounts and initiate upselling and cross-selling initiatives.
- Conduct regular business reviews (e.g. QBRs) and build strong, long-term customer relationships.
- Monitor customer performance, satisfaction, and retention metrics.

Who you are:

- University degree (e.g. business administration) or commercial vocational training
- Professional experience in customer-facing SaaS roles, ideally within the hospitality or travel management (TMC) industry.
- Autonomous, structured way of working with a strong ability to work with data.
- Self-confident appearance in front of customers and excellent two-way communication — understanding customer pain and gain and presenting the best possible solutions.
- High level of self-motivation and a strong orientation on results.
- Ability to work under time pressure, prioritize wisely, and align with all involved stakeholders.
- Openness to identify and convert up-/cross-selling opportunities; commercial mindset focused on customer lifetime value
- Fluency in German and English is a must.

Our Hiring Process Recruiter Call → Hiring Manager → Panel Interview → Bar Raiser

The market is ready. The platform is built. Now we need the people to close it. HRS has built the AI-native platform that changes that — and we're now in the phase where enterprise customers are actively looking for what we offer. A genuinely differentiated platform Our AI Copilot and Connect Platform isn't a feature add-on. It's a new operating layer for enterprise travel and payments. You'll be selling something that stands up to scrutiny. Real earning potential Enterprise AE comp at HRS is tied directly to the deals you close. High performance is recognised and there's no ceiling on what a top performer earns. 35 years of infrastructure, startup urgency The credibility and global reach of an established enterprise player with the ownership culture of a company still building its best chapter. Impact at scale Every deal you close changes how a global organisation manages travel, spend, and compliance for thousands of people. The outcomes are real and measurable.

Ready to close the deal that matter? Apply Now! Join HRS to shape the future of business travel and meetings, empowered by a culture of growth and setting new industry standards worldwide.

## About HRS

## Company Overview
- **One-liner**: HRS is a global technology platform that reimagines corporate lodging and meetings management through an AI-powered end-to-end SaaS solution.
- **Entity Type**: Private (Bootstrapped, owned by CEO Tobias Ragge)
- **Headquarters**: Cologne, Germany
- **Founded**: 1972
- **Founders**: Founded as a regional reservation service; current CEO and owner is Tobias Ragge

## Core Business
- **Primary Industry**: Corporate travel management (lodging and meetings), Fintech (payment solutions), Sustainability tech (Green Stay Initiative)
- **Target Customers**: B2B — Enterprise (Fortune 500), SMBs, and business travelers
- **Mission/Purpose**: "To reinvent the way business travelers can STAY, WORK and PAY" by challenging legacy structures and over-engineered ecosystems.

## Products & Services
- **[HRS Connect](https://corporate.hrs.com/)**: An all-in-one booking and procurement platform for lodging (transient, groups, longstay) and meetings. It connects to GDS, non-GDS, OTA, and direct inventory, automates rate filtering, rebooking, payment, and invoicing.
- **[HRS Copilot](https://corporate.hrs.com/)**: A patent-pending AI-powered assistant that provides real-time, data-driven recommendations to optimize savings, compliance, traveler satisfaction, and carbon emissions. Integrates with existing tech stacks and expense systems.
- **[HRS Green Stay](https://corporate.hrs.com/)**: An ISO 14067-certified initiative that provides science-based property-level data on water, waste, and energy consumption, enabling companies to report, reduce, and remove CO₂ emissions from hotel stays. HRS is a Climate Pledge signatory.
- **[HRS Payment Solutions](https://corporate.hrs.com/)**: Automated payment and invoicing tools that include VAT reclaim, line-item invoice data, and credit card rebate optimization.

## Market Standing
- **Valuation**: Not publicly available (privately held by CEO)
- **Key Metric**: Annual Revenue not disclosed; the company serves **35% of Fortune 500 companies** [corporate.hrs.com](https://corporate.hrs.com/).
- **Notable Investors/Partners**: HRS is privately owned. It partners with 200+ solutions (TMCs, OBTs, expense and payment systems). Strategic equity investment in Itelya for integrated payment solutions.
- **Growth Signals**:
    - Recognized among **Germany’s TOP 100 Most Innovative Companies** [corporate.hrs.com](https://corporate.hrs.com/about).
    - Member of the **Global Sustainable Tourism Council**.
    - **EcoVadis Bronze Medal** (top 35% globally) for sustainability management.
    - Operates in **30 markets** globally including London, Milan, Mumbai, New York, Paris, San Francisco, Seoul, Tokyo, and Sydney [jobs.hrs.com](https://jobs.hrs.com/content/Our-history/?locale=en_US).

## Competitive Advantages
- **Data-First Moat**: Their patented rate filter, automated rebooking, and Copilot AI generate unique, actionable data that creates lock-in with enterprise clients.
- **End-to-End Automation**: Unlike traditional TMCs, HRS offers a fully automated process from procurement to payment and reclaim, reducing manual work and delivering VAT rebates.
- **Sustainability Standard-Setting**: The Green Stay Initiative is a first-of-its-kind, science-based, ISO-certified tool that directly ties sustainability data into procurement decisions.
- **50-Year Heritage + Startup Agility**: Described as a "50-year-old start-up," they combine the stability of a mature company with the innovation culture of a tech firm.

## Strategic Focus
- **AI-First Transformation**: Deepening the role of Copilot to move from a booking tool to a strategic decision-making assistant for travel and procurement managers.
- **Fintech Expansion**: Integrating payment and invoicing deeper into the platform to create a unified "stay, work, pay" experience (e.g., investment in Itelya).
- **Net-Zero Leadership**: Pledging net-zero carbon emissions by 2040 (a decade ahead of the Paris Agreement) and scaling the Green Stay initiative globally.
- **Platform Convergence**: Unifying lodging, meetings, and longstay under a single, seamless interface to increase adoption and spend visibility.

## Why Work Here
- **Culture**: Described as a "tribe of Intrapreneurs" with a focus on entrepreneurship, passion, enthusiasm, and teaming. The CEO Tobias Ragge says: "Be a missionary, work hard, have fun, and make history" [jobs.hrs.com](https://jobs.hrs.com/content/Culture/?locale=en_US).
- **Diversity**: Over **850 employees** representing **57 nationalities**, with a strong emphasis on DEI (Diversity, Equity, Inclusion) [jobs.hrs.com](https://jobs.hrs.com/content/Culture/?locale=en_US).
- **Remote/Hybrid Policy**: Not explicitly stated as fully remote. The company operates from 30+ global markets (Cologne HQ, London, New York, San Francisco, etc.), suggesting a hybrid or in-office collaborative environment depending on role.
- **Perks & Engineering Culture**:
    - Ranked among Germany’s TOP 100 most innovative companies, indicating strong R&D and engineering investment.
    - Culture of "learning from failure and scaling through operational excellence."
    - Opportunity to work on cutting-edge AI, fintech, and sustainability solutions at a global scale.
    - Young, agile environment with a 50-year history of stability.

## Sources
1. [corporate.hrs.com](https://corporate.hrs.com/) – Official corporate site (products, mission, partners)
2. [corporate.hrs.com/about](https://corporate.hrs.com/about) – About page (history, leadership, sustainability, DEI)
3. [jobs.hrs.com](https://jobs.hrs.com/content/Culture/?locale=en_US) – Culture and careers page
4. [jobs.hrs.com](https://jobs.hrs.com/content/Our-history/?locale=en_US) – History & team success factors
5. [jobs.ashbyhq.com/hrs](https://jobs.ashbyhq.com/hrs) – Official careers portal (Ashby)

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