DS DESTINATION SOLUTIONS AS A COMPANY
Destination Solutions. The smartest way to rent out holiday homes.
At Destination Solutions we believe there’s a smarter way for hosts, property managers and DMOs to maximize the performance of their rentals. So, as a travel tech company, we’ve created an end-to-end holiday rental platform. We’re the leading aggregator in the DACH region. We bring properties online and distribute them on our unrivalled marketplace with over channels, from big OTAs to smaller regional partners, we’ve got them all covered. We offer a full-service with an intuitive suite of next generation solutions, with everything from property management, payment solutions to channel management, revenue optimization, and handling of guest relationships. It’s how we’re shaping holiday rentals - through our platform, our people and our partnership approach.
Destination Solutions is part of the globally acting HRS Group. HRS is reinventing the way businesses and governments work, stay and pay in today’s dynamic global marketplace. HRS’ advanced platform technology is extending its reach beyond hospitality to meetings, office space management, payment efficiency and crisis recovery.
POSITION
As Director of Customer Success & Experience (all genders), you drive DS’s ambition to deliver exceptional value and satisfaction to our customers — from destinations to distribution partners — at every stage of their journey.
You lead and develop a cross-functional team covering Customer Success, Onboarding, Support, and Customer Experience Design, ensuring our customers experience the full impact of our digital solutions.
Your role is to shape our customer-centric strategy, optimize touchpoints, and translate customer insights into tangible business and product improvements.
CHALLENGE
1. Lead and inspire the Customer Experience & Success organization, spanning Customer Success Managers, Onboarding Specialists, Support Agents
2. Define and execute the customer experience strategy, aligning it with company goals and driving excellence across all touchpoints.
3. Establish and monitor key CX and CS metrics (NPS, CSAT, CES, retention, adoption, renewal, and growth).
4. Build strong relationships with strategic customers and partners, ensuring a consistent and value-driven experience.
5. Translate customer insights into actionable improvements in collaboration with Product, Tech, Marketing, and Sales.
6. Oversee onboarding and support operations to ensure seamless implementation and continuous optimization of DS products.
7. Drive a Voice-of-Customer program, enabling data-driven decisions and proactive experience management.
8. Represent the customer perspective in strategic discussions, product roadmaps, and company initiatives.
9. Foster a culture of customer empathy, service excellence, and continuous learning within your teams.
FOR THIS EXCITING MISSION YOU ARE EQUIPPED WITH...
10. Proven leadership experience in Customer Experience, Customer Success, or Consulting, ideally in a SaaS, platform, or digital services environment.
11. Strong strategic thinking combined with operational excellence and people's leadership.
12. Experience building and scaling CX or CS functions, including process design and cross-functional collaboration.
13. Solid understanding of data-driven experience management (e.g., NPS, CES, Voice-of-Customer frameworks).
14. A background in the travel or hospitality industry is a plus.
15. Excellent communication and influencing skills, with the ability to collaborate across teams and levels.
16. Fluent in English and German; additional languages are a plus.
PERSPECTIVE
Access 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, INCENTIVE
The position can be located in our office in Berlin. However, travel to the other offices and client sites is important.