Director of Customer Experience (m/f/d)

Explore a new world of possibilities:

At HomeToGo, we’re on a mission to make incredible accommodation easily accessible for everyone. Our team is united by a passion for travel, driven by innovation and impact, and guided by open-minded leaders at every level. Our commitment to recognizing and empowering exceptional talent is the foundation of our growth. We are actively hiring candidates from all around the world, including sponsoring visas for Germany. An amazing journey of opportunity with an international team lies ahead - join us!

 

Your future contribution:

We want you to help us create the strongest and most technically advanced customer success team in the tech travel industry. You will embody the customer’s voice in every action you take and spearhead customer-centric innovation and development across all HomeToGo teams and products with a focus on efficiency and automation.

You will underpin your direction of the customer success team with data-driven analyses while encouraging an empathetic and high-energy customer experience among team members. You are determined to grow and develop our global customer success team through inspirational leadership, nurturing, and fostering a rock-star environment.

Join us and contribute to making incredible accommodation easily accessible for everyone.

 

How you’ll add value:

• Collaborate with the senior management team: Embed customer insights in our vision, strategy, goals, and mindset.
• Optimize and Improve Current Approaches: Use your customer success experience and problem-solving abilities to find opportunities to enhance our efforts across all HomeToGo brands.
• Drive Efficiency Through Automation: Facilitate industry-leading customer satisfaction and leverage your tech know-how to implement and optimize solutions.
• Foster Team Engagement and Performance: Lead, build, and scale the customer success team. Manage outsourcers, ensure high engagement, promote a strong culture, and drive continuous learning and development.
• Innovate and Advocate: Develop and execute against a global customer-centric service strategy. Drive innovations based on customer and supplier needs, and advocate for customers in cross-functional collaborations with teams like Marketing, Business Development, Finance, Legal, etc.

 

You’ll be successful in this role if you:

• Have over 5 years of senior leadership experience in Customer Service or Customer Success, preferably in industries such as Online Travel, Marketplace, Consumer Apps, Digital Media, e-Commerce, or other fast-paced, digitally-driven sectors.
• Demonstrate a deep understanding of leading and serving people (your team and your customers) paired with a strong entrepreneurial spirit.
• Possess a strong and proven track record of successfully managing customer relationships and technical projects.
• Are experienced with Salesforce CRM or similar software solutions.
• Stand out through strong analytical skills, tech-savviness, and superior interpersonal skills.
• Excel in stakeholder management by effectively coordinating with various functional teams to enhance the overall customer experience.
• Have a proven track record in successfully defining, implementing, and executing state-of-the-art business strategies, including deep outsourcing and overflow-partner management experience.
• Exhibit strong analytical skills and business acumen with a data- and process-oriented approach to solving problems.
• Have experience in scaling and managing a 24/7 multiple-regions, multiple-sites, and multiple-languages business organization.

 

Note: We operate a rolling recruitment approach  - no deadlines, just opportunities. Should the volume of applications become too high, we might briefly remove this posting to provide our hiring team the space for thorough and unbiased review. The role will be made available again if we decide we’re still looking for the right fit.

 

Why HomeToGo?

Your journey with HomeToGo is a two way street - we’ve got you covered! We offer a diverse variety of benefits to enable your career development and make HomeToGo a great place to work, including:

• The essentials: Competitive compensation package, visa sponsorship & relocation assistance*, full IT support & equipment, corporate benefits, modern offices, 27 paid vacation days a year (+ one additional day per year of employment until 32)
• Career growth: 360° feedback, open feedback culture, buddy and mentorship programs from an international team of passionate industry experts 
• Personal development: German & Lithuanian language courses, internal and external workshops & trainings, company & team events, Gympass, clubs & sports (e.g. volleyball, running, yoga classes), psychological support
• Startup spirit: Driven by our Leadership Principles: We are fast, nimble, and results-driven - embodying a startup mentality even as a global, public company. We encourage ownership and enable each other to succeed
• Flexible work approach: Ongoing remote work options and work from abroad flexibility for up to 90 days a year. Plus, access to a Travel Industry Card 
• Climate action: Committed to being a pioneer in green travel: We’ve achieved an industry-leading “Low Risk” ESG Rating (16), awarded by Morningstar Sustainalytics, and are a proud member of Leaders for Climate Action
• And so much more…

*Certain conditions apply

About us:

HomeToGo is the SaaS-enabled marketplace with the world's largest selection of vacation rentals, listing millions of offers from thousands of trusted partners, including Booking.com, Vrbo and TripAdvisor. From vacation homes, cabins, beach houses, apartments, condos, house boats, castles, farm stays and everything in between, HomeToGo combines price, destination, dates and amenities to find the perfect accommodation for any trip worldwide.

Founded in 2014, HomeToGo operates localized apps & websites in 25 countries across Europe, North America, South America, Australia and Asia-Pacific. HomeToGo also operates brands such as Agriturismo.it, AMIVAC, atraveo, Casamundo, CaseVacanza.it, e-domizil, EscapadaRural, Kurzurlaub, Kurz Mal Weg, Tripping.com and Wimdu.

HomeToGo is an Equal Opportunity Employer, committed to hiring and nurturing exceptional talent, representing various backgrounds, perspectives and skills. We are authentically candid and open-minded, fostering a safe environment for diverse opinions. Our hiring decisions are based on qualifications, merit and business needs. We do not discriminate against race, ethnic origin, gender, sexual orientation, religion, political, ideological or religious views, disability or age.

We are committed to creating and maintaining a workforce of equality and diversity at HomeToGo and to provide opportunities to everyone. We therefore welcome your application even if you aren't completely confident that your experiences fit the job description criteria. We would really love to get to know you!