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.