Customer Experience Manager Meetings & Groups (all genders)

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

• In HRS WORK we support global Fortune 500 companies to get ready for the new work and meetings reality.
• From finding and booking the best workspaces around the globe to organizing meetings in a simple way.
• With our end-to-end solution, we manage customer meetings and remote workspaces.
• From procurement to booking, to payment and expense management, we connect it all.
• Using our platform, you can access the widest choice of spaces and hotel venues globally, identifying the most suitable ones.
• Your mission will be to make sure the planners and enterprise customers using our Meetings & Groups solution get a dependable, expert service experience — from day-to-day requests to large, strategically important events.

MISSION & IMPACT

Mission

• As Customer Experience Manager Meetings & Groups at HRS, you are the hands-on service expert for planners' daily needs and for strategically important meetings and events.
• Around 50–60% of the role is dedicated to direct planner support and end-to-end large-event service; the rest turns these operational insights into sustained adoption, quality improvement and account-level governance.

Impact

• You make HRS's Meetings & Events solution a dependable part of how enterprise customers run their meetings.
• Working in the Sales verticals with the strongest Meetings & Events footprint, you drive active planners, repeat usage, healthy request-to-booking conversion, clear visibility of risks and measurable growth in managed meeting and event spend.

The role

can be based in Cologne or Berlin.

What you'll own:

Planner Support & Large-Event Service

• Act as the hands-on MICE and event expert for daily planner needs: support request creation, clarify meeting requirements, guide the comparison and booking process, and step in when a request risks being abandoned or delayed.
• Drive end-to-end service and coordination for large or strategically sensitive events, including key enterprise customers — from request qualification through sourcing, offer management, booking readiness and stakeholder coordination, in close partnership with Meetings & Events Operations, CSM and delivery experts.
• Identify inactive planners, recurring friction, content or supplier gaps, open product/configuration issues and weak conversion; mobilise the right owner and track impact until resolution.

Adoption, Insight & Quality

• Own the 90-day customer adoption plan after go-live, translating the agreed use case, planner population, commercial ambition and known risks into a clear approach by country, business unit and planner cohort.
• Use the Adoption Heatmap to monitor trained, registered and active planners, usage depth, request-to-booking performance, managed meeting and event spend versus the first-12-month trajectory, and service and risk signals.
• Own the Meetings & Events quality feedback loop at account level: consolidate recurring customer experience themes, assess their business impact and ensure visible follow-through with Product, Supplier, Operations or Delivery.

Collaboration & Account Partnership

• Support the CSM as commercial Account Owner with a concise KPI pack, Adoption Heatmap, service and risk insight, spend progress and recommended actions; prepare the Meetings & Events content for customer reviews and QBRs.
• Build working knowledge of your assigned Sales vertical and bring adoption, service and event insight into vertical account planning — spotting cross-account patterns, reusable practices and opportunities for proactive engagement.
• Work closely with CSM, Meetings & Events Solution Consulting, Operations, Marketing, Product, Supplier teams and Delivery, and document customer insights, risks, actions and outcomes consistently in CRM.

Who you are

• Proven experience in customer-facing service, customer success, MICE, meetings and events, travel management, venue sourcing or a comparable operational environment — comfortable combining direct service delivery with account-level ownership.
• Strong MICE and event-management expertise: you can understand and challenge meeting requirements, advise on sourcing approaches, manage complex group and event scenarios, and guide planners confidently from request to booking and follow-up.
• Hands-on experience coordinating large or strategic events — qualification, sourcing, offer management, stakeholder coordination and escalation management — with strong negotiation skills.
• Able to manage several live requests at once, prioritise urgent or commercially sensitive cases, communicate clearly under time pressure and take ownership until a workable solution is in place.
• Commercial, customer-success mindset: you understand how service quality, planner adoption, repeat usage, request-to-booking conversion and managed spend connect, and you turn service activity into customer value.
• Analytical and structured: you turn planner, usage, conversion, service and risk data into practical actions, work confidently with CRM systems and dashboards, and have supported account reviews or QBRs.
• Able to distinguish an individual support case from a recurring operational issue or an account-level risk — and escalate the latter with clear evidence, customer impact, accountable owner and follow-up.
• Confident, solution-oriented communicator with planners, Travel Managers, event stakeholders and senior customer contacts; you keep ownership of the customer outcome across many internal teams.
• Customer-centric, pragmatic and calm under pressure; comfortable in an evolving environment and making sound decisions with incomplete information.
• Fluent German and English (spoken and written) are required; additional European languages are a plus.

Nice to have

• Experience with enterprise customers, multi-country rollouts or complex stakeholder environments.
• Knowledge of a Sales vertical such as Automotive, Pharma, Industrial Manufacturing, Financial Services or Technology.
• Experience with digital meetings, travel, sourcing or booking platforms, and an understanding of supplier, payment, procurement or compliance dependencies.

Our Hiring Process

• Recruiter Call -> Hiring Manager -> Panel Interview -> Bar Raiser
• The platform is built. Now we need the people who make it work for our customers.
• HRS has built the AI-native platform enterprise customers are actively looking for — and the experience they have every day is what turns a go-live into lasting adoption.
• 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, meetings and payments — something you'll be proud to put in front of planners.
• Real ownership From a planner's first request to a large, strategically important event, you see the outcome of your work and shape how the account develops.
• 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 event you deliver and every planner you activate changes how a global organisation meets, spends and stays compliant. The outcomes are real and measurable.
• Ready to shape how the world's leading companies meet? 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.