As HotelRunner, We’re looking for a great Quality & Loyalty Manager ready to take on some serious hacking for our Izmir R&D Office.
We're looking for fun-loving code enthusiasts who have experience building and maintaining web applications, using the technologies outlined below to work at our platform.
About the Job
- Develop and implement quality assurance processes across customer-facing teams (e.g., onboarding, support, account management).
- Define KPIs and quality benchmarks to monitor service delivery and customer satisfaction.
- Conduct audits, gather feedback, and identify areas for improvement in operational workflows.
- Collaborate with Product, Support, and Customer Success teams to align on quality standards and SLAs.
- Lead initiatives to improve customer experience and reduce churn through quality improvements.
- Design and manage loyalty strategies tailored to B2B in the travel tech sector.
- Analyze customer behavior and lifecycle metrics to create targeted retention and engagement campaigns.
- Work with CRM and marketing teams to integrate loyalty campaigns and communications.
- Monitor and report on loyalty program performance, including impact on retention or upsell.
- Stay updated on SaaS and travel loyalty trends and apply best practices to program development.
Requirements
- Bachelor’s degree in Business, Marketing, Tourism, or a related field.
- Minimum 4 years of experience in a quality, customer experience, or loyalty-related role — ideally in a SaaS or travel tech environment.
- Strong understanding of SaaS business models and customer lifecycle management.
- Experience in implementing quality frameworks
- Hands-on experience with CRM platforms support tools, and analytics dashboards.
- Excellent project management and cross-functional collaboration skills.
- Strong communication skills with a data-driven mindset.
- Fluency in English; additional languages are a plus.
- Living in Izmir.
What is in it for you?
You will focus on what you do best, we'll take care of the rest!
- Net USD competitive salary
- Private Health Insurance
- Monthly food card allowance
- Transportation support
- ICF Coaching
- A Macbook and all the necessary equipment
- Unlimited coffee, drinks & Free snacks all and every day
- A day off on your birthday
- HotelRunner Superb Welcome Kit
- A fun office full of creative and dynamic people
- We share some common passions; our motorcycle club is just one of them
- We are running with the idea of “Choose a character to work with, develop your skills”, so the training opportunities are open for every member of the team
- Being a part of results-oriented multinational teams
*If you are up for a challenge and want to be part of a global technology company, let’s talk! Follow our vacancies on our career website
https://hotelrunner.breezy.hr/
**HotelRunner is an equal opportunity employer. We believe our greatest strength is a talented, diverse, and inclusive workforce. We strongly oppose any form of hiring or workplace discrimination against candidates or employees on any basis, including race, gender, sexual orientation, age, religion, philosophy, nationality, disability, or genetic information. We’re committed to fostering a safe, supportive environment where everyone can come to work as their whole selves and reach their greatest potential.
Top Skills
What We Do
HotelRunner is a SaaS-enabled B2B network where accommodations, travel agencies, and payment systems find, contract, connect, and transact with each other online, at scale.
HotelRunner helps accommodations transition their sales and operations from off to online, maximizing their online visibility through a very user-friendly self-service platform and with a freemium business model. HotelRunner provides a complete online sales and distribution management platform for all types of accommodations - including a direct web booking engine, a 2-way channel manager integrated with 150+ online/offline travel agencies, metasearch, wholesalers, and GDS, as well as a sophisticated multilingual website content management system, property management, front-desk and call center management, guest relationship management, reporting, payment collection, and promotion tools.
With its HotelRunner Connect division, HotelRunner provides supply acquisition and contracting, automated onboarding and account opening, engagement, performance benchmarking and reporting, and commission collection services for travel agencies, travel technology providers, and payment systems.
Listed by WIRED magazine as one of Europe's 100 Hottest Startups two years in a row, HotelRunner is Booking.com Premier Connectivity Partner, Booking.com Best Overall Performing Provider, Booking.com Connectivity Advisory Board Member, Expedia Elite Connectivity Partner, Airbnb Software Partner, Agoda Innovative Supplier, Oracle Gold, Hotelbeds, Wix.com and Google Hotel Ads Partner.
