Senior Customer Experience Operations Manager — German Market Expansion

🏢 ABOUT THE COMPANY

Hilton is a global hospitality company founded in 1919 with over 18,000 properties across 113 countries. Our mission is to be the most hospitable company in the world. As a leader in the industry, we strive to deliver exceptional experiences to our guests while fostering a culture of inclusivity and empathy.

🎯 ROLE OVERVIEW

As a Senior Customer Experience Operations Manager, you will be responsible for overseeing the development and implementation of customer experience strategies across our German market. You will report directly to the Regional Director of Customer Experience and will play a key role in driving business growth and customer satisfaction. Your impact will be measured by the successful execution of customer-centric initiatives, resulting in increased customer retention and revenue growth.

📋 KEY RESPONSIBILITIES

* Develop and implement customer experience strategies for the German market, aligned with Hilton's global customer experience vision.

* Collaborate with cross-functional teams, including marketing, sales, and customer service, to ensure seamless execution of customer experience initiatives.

* Analyze customer feedback and data to identify areas of improvement and develop actionable recommendations.

* Conduct regular customer experience audits to ensure compliance with Hilton's customer experience standards.

* Develop and maintain relationships with key customers and stakeholders to ensure their needs are met and exceeded.

* Identify opportunities for process improvements and implement changes to enhance customer satisfaction.

* Conduct regular reviews and feedback sessions with customers to gather insights and improve customer experience.

* Stay up-to-date with industry trends and best practices in customer experience to ensure Hilton remains a leader in the market.

* Collaborate with the marketing team to develop and execute customer experience-related marketing campaigns.

✅ REQUIRED QUALIFICATIONS

* 5+ years of experience in customer experience, operations, or a related field.

* Bachelor's degree in Business, Marketing, or a related field.

* Proven track record of developing and implementing customer experience strategies that result in improved customer satisfaction and revenue growth.

* Excellent communication and interpersonal skills, with the ability to build strong relationships with customers, stakeholders, and cross-functional teams.

* Strong analytical and problem-solving skills, with the ability to collect and analyze customer feedback and data.

* Experience working in a fast-paced, dynamic environment with multiple priorities and deadlines.

* Proficiency in Microsoft Office, with experience using data analytics tools and software.

⭐ PREFERRED QUALIFICATIONS

* Master's degree in Business, Marketing, or a related field.

* Certification in customer experience or a related field (e.g. CEM, CXPA).

* Experience working in the hospitality industry or a related field.

* Fluent in German and English.

💰 WHAT WE OFFER

* Competitive salary range: €60,000 - €80,000 per year.

* Comprehensive health insurance, including medical, dental, and vision coverage.

* Retirement plan with a 10% company match.

* 25 days of paid vacation per year, plus 10 paid holidays and flexible working hours.

* Ongoing learning and development opportunities, including training programs and professional certifications.

* Remote work policy, with the option to work from home or in our office.

* Collaborative and dynamic team culture, with regular team-building activities and social events.

👥 ABOUT THE TEAM

Our team is comprised of experienced professionals who are passionate about delivering exceptional customer experiences. We work collaboratively to achieve our goals, with a focus on innovation, creativity, and customer-centricity. Recent wins include launching a new customer experience program that resulted in a 20% increase in customer satisfaction and a 15% increase in revenue growth.

📨 HOW TO APPLY

To apply for this exciting opportunity, please submit your resume and a cover letter outlining your experience, qualifications, and interest in the role. We expect responses within 2 weeks of application. We look forward to hearing from you!

📋 Job Details

Job Type	🌐 Remote
Location	Remote, DE
Address	Hansastrasse 47-49, 80687
Salary	EUR 60,000 – 80,000 / year
Industry	General
Company	Hilton
Valid Until	2026-09-13

📨 How to Apply

Submit your updated CV and a brief cover letter to Hilton. Applications are reviewed on a rolling basis. Only shortlisted candidates will be contacted within 2 weeks of applying.