Customer Delivery Manager MICE
3 settimane fa
Beyond cost savings in the global post-pandemic economy, HRS clients gain from an unrivaled focus on essential aspects including safety, security and satisfaction.
HRS is also recognized for its award-winning Green Stay Initiative, technology that helps corporate hotel programs achieve their NetZero targets, and its groundbreaking Crew & Passengers Solution, which leverages automation to elevate experiences for air and rail operations.
Founded in 1972, HRS works with 35 percent of the global Fortune 500, as well as the world’s leading hotel chains, regional hospitality groups and payment providers.BUSINESS UNITThe Customer Delivery - WORK team owns the solution design during the selling phase, matching the HRS WORK capabilities and portfolio to the client’s needs & provides vision on product and roll-out. Post contract signature, the team owns the project management of the customer onboarding journey – delivering the selected WORK portfolio and monitoring/driving the service delivery post-go-live. The strength of the team is the extensive experience to consult the client and create & deliver the best possible WORK solution. The team guides the client, their partners & internal stream resources throughout the entire onboarding journey. The Customer Delivery team also owns the creation & maintenance of the Customer journey blueprint & documents.POSITIONWe are looking for a Milan based Customer Delivery Manager - MICE (m/f/d) who is consulting HRS prospects and clients on the optimal setup of the HRS WORK portfolio, matching their needs & the solution capabilities. By using data and information about their current processes, pain points and showcasing the key selling points of the HRS WORK platform the Customer Delivery Manager enriches the sales process through showcasing a clear vision & planning for the solution’s setup and delivery. The Customer Delivery Manager then owns the Customer Onboarding Journey by orchestrating & managing deliverables of HRS resources and third parties (e.g. customer/partners/hotels). The emphasis of a Delivery Manager’s skillset and work is the documentation of the designed solution, overarching, detailed project management & steering as well as thorough knowledge of the HRS WORK portfolio – understanding what needs to be achieved holistically to deliver the designed solution. Post Go-Live the Customer Delivery Manager stays with the customer monitoring Service Delivery & adaption to the HRS WORK solution and derives actions to improve both. The Customer Delivery Manager will work either in their native language or English. For countries where a language is required but not available in the team, the Customer Delivery Manager will work with the local commercial teams, governing the delivery according to the WORK standards. The role has a strong collaboration with the Sales & Account Management Team locally & globally, delivery managers of other solutions (e.g. PAY), the Product department, as well as with the operations teams. The position will report into the Director of Customer Delivery – WORK CHALLENGESupport customer pitches as a trusted advisor for design & the roll-out of HRS WORK solutions Own & lead multi-disciplined project streams through the full life cycle of project delivery from kick-off to hypercare Manage and influence project sponsors and stakeholders to ensure project objectives are understood and achieved – delivering an on-time and high-quality project result Coordinate project planning and execution with Customer Delivery Manager of other HRS platform streams (e.g. PAY) to ensure most customer-centric onboarding journey Live HRS culture of continuous improvement by supporting initiatives aiming to improve efficiency and quality of documentation and standards Analyze data and derive actions from these to improve pre-define KPIs Work in a global, de-centralized team where you foster a healthy team environment that honors and respects culturFOR THIS EXCITING MISSION YOU ARE EQUIPPED WITH...Sound experience in B2B Meetings & Groups industry, their tools, workflows and ecosystem players Very strong project management skills, that allow you to work with tight deadlines, managing internal contributors, customer expectations as well as 3rd parties Excellent communication skills & confident appearance in client meetings Being used to take the customer view first when working with project stakeholders Dive deep into the information that you will receive before & during the projects and draw relevant conclusions Strong consultative skills and drive – always positioning HRS as valued & professional partner The disposition to work independently with a strong commitment to details on project deliverables & always enabling transparency and exchange for the leadership on progress & status Flexible thinking, able to operate in a changing environment Passion about working in a pragmatic and results-oriented environment Fluency in Italian & English, spoken and written - any other European language is a plusPERSPECTIVEAccess to a global network of a globally united and mutually responsible “Tribe of Intrapreneurs” that is passionately dedicated to renew the travel industry and while doing so reinvent the ways how businesses stay, work and pay.
Our entrepreneurial driven environment of full ownership and execution focus offers you the playground to contribute to a greater mission, while growing personally and professionally throughout this unique journey. You will continuously learn from a radical culture of retrospectives and continuous improvement and actively contribute to making business life better, smarter and more sustainable.LOCATION, MOBILITY, INCENTIVEThe attractive remuneration is in line with the market and, in addition to a fixed monthly salary, all necessary work equipment and mobility, will also include an annual or multi-year bonus.
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