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Customer Experience Manager Meetings & Groups (all genders)
HRS
Source: Headcount Labs · original listing ↗
Job data: Headcount Labs, ODbL 1.0. Job descriptions belong to their employers.
Source date: 11/3/2026
About this role
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.