Customer Excellence and Readiness Lead in Târgu Mureş

About WebBeds Launched in 2013, WebBeds is a global marketplace for the travel trade, providing powerful distribution solutions that make selling and buying travel products easier. It sources accommodation and destination services from travel suppliers, aggregates and merchandises that content in the WebBeds platform, then distributes it to its global network of travel trade buyers, who sell to the travelling public. Hotels and other suppliers - global and regional hotel chains, independent hotels, apartments, resorts, attractions, transfer and sightseeing companies and more - can sell their products to a global network of online and offline travel buyers through robust solutions that provide greater inventory control to simplify distribution, and leverage WebBeds enhanced analytics to inform inventory optimisation choices – saving costs and increasing revenue. Travel buyers - online travel agencies, retail travel agents, corporate travel managers, tour operators, wholesalers, tourism boards, super apps, DMC’s, group providers, airlines and more - can integrate the hundreds of thousands of hotels and ground services in the WebBeds marketplace through simple and seamless API connectivity, or they can search, shop and book online through one of WebBeds trade only booking sites. WebBeds operates globally through four geographic regions – Europe, Asia Pacific, MEA (Middle East and Africa) and Americas - with over 1,900 travel professionals working in 120 cities across 50 countries worldwide. WebBeds also operates specialist brand UHI. UHI is a genuine pioneer, providing online pilgrimage travel services to travel agencies worldwide. Find out more about the WebBeds business at www.webbeds.com WebBeds is a travel brand of the Web Travel Group (ASX: WEB). The Customer Excellence & Readiness lead drives end-to-end customer operational excellence across WebBeds, from service readiness and onboarding, to insight, performance accountability and future service development. The role ensures that operational commitments made to customers are delivered consistently, that performance is visible and acted on and that the Voice of Customer is systematically translated into improvement and innovation at service level.  This role owns the operational view of the customer journey, identifying friction, closing gaps, and building the conditions for a consistent, high-quality experience at every touchpoint. It also ensures operational readiness for new contracts, services, or delivery models, validating that people, processes and support structures are in place before service goes live. This role will ultimately turn "what our customers experience" into "what we fix, build and do next", owning the frameworks, insight programmes and service performance structures that enable Operations to deliver with clarity, consistency and measurable impact across all markets and customer segments. Key Responsibilities: Own the customer insight and journey domains, including satisfaction and sentiment analysis and online review monitoring, translating customer feedback into structured improvement actions and supporting decision-making on customer experience initiatives. Lead the service onboarding and readiness function, ensuring new contracts, services and delivery models are operationally ready before go-live, closing capability and ownership gaps and making sure resource needs are covered. Work in close collaboration with the OAM function, with shared ownership over customer experience and operational customer success. The Customer Excellence and Readiness Lead drives portfolio-wide insight, readiness and improvements, OAM function owns the customer interface and account-level execution. Maintain a structured two-way governance cadence with OAM: account and customer feedback translate into insight and readiness, indicators, action plans and improvement initiatives become inputs to OAM customer service reviews. Proactively identify opportunities for new and added-value services based on customer feedback (direct or through OAM), market insights and industry trends, so structured recommendations are provided to commercial teams and strengthen WebBeds operational services portfolio. Own the portfolio-level operational performance dashboard for the Customer Experience & Readiness domain, defining the metrics, maintaining reporting cadence and ensuring visibility into readiness status, trends and aggregate satisfaction across the customer base. Define and maintain the Customer Experience & Readiness operating framework, covering onboarding standards, readiness checklists, insight reporting cadence, in alignment with the broader Operational Excellence governance model and the Operational Account Management function. Build and evolve the online customer feedback management capability, ensuring that public-facing reviews and feedback signals are captured, owned and actioned. Partner with Operations functions and Commercial teams to close systemic gaps between customer expectation and operational reality, driving structured remediation plans on cross-account issues. Collaborate with Loss Management & Prevention and OAM to identify and mitigate leakage derived from service-related contract clauses, working alongside Commercial teams to balance customer-centric service delivery with financial risk. The skills we would like to see in your suitcase: Proven experience leading customer-facing operational teams, ideally spanning account management, service readiness or customer success functions. Demonstrated ability to build and run customer insight programmes (NPS, CSAT, journey mapping) and translate outputs into operational action, not just reports. Structured approach to onboarding and readiness, experience designing and owning go-live frameworks, gap analyses, and cross-functional coordination processes. Solid stakeholder management across distributed and multi-region commercial, operational and technical senior functions, with the ability to influence without direct authority. Data and metrics-driven, capable of defining performance frameworks, own KPI reporting and use data to prioritize and support decision-making. Comfortable with operating in a governance-oriented environment, the role will collaborate directly the broader Operational Excellence structure, requiring rigor in documentation, escalation and reporting. Strong communication skills, written and verbal, with the ability to represent operational performance credibly at senior level. Experience managing or coordinating online reputation and customer feedback channels is a plus. Background in travel, hospitality, or a similarly complex B2B service environment preferred. Proactive, structured and disciplined, able to work independently and with minimal supervision. Exceptional attention to detail and quality. Collaborative mindset and ability to influence without authority. Empathy and cultural sensitivity when engaging global teams. Why choose us as your next destination? We are super proud of our dedicated team of friendly, energetic & passionate professionals. Our people are key to the success of our business & everybody at WebBeds has their own unique role to play as we continue to drive the company forward. Over 50 different languages are spoken by our workforce, but whether working from offices in Dubai or London or out in the field in Johannesburg or Buenos Aires, we all share the common goal to take pride in what we do & to deliver our partners with unbeatable service & support. International highly skilled group of experts from all around the globe