{"id":1182988,"url":"https://alion.io/job/tuigroup-contact-center-manager-mfd","title":"Contact Center Manager (m/f/d)","company":{"id":42314,"name":"TUI Group","domain":"tuigroup.com","url":"https://alion.io/company/tuigroup","size_band":"1001-5000","is_staffing_agency":false,"is_intermediary":false,"listed_via":null,"ats_vendor":"SuccessFactors","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":null,"employment_type":null,"work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Hanover, Germany"],"countries":["DE"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":39000,"max_usd":94000,"period":"year","method":"role_country_seniority_unknown","sample_n":50},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Google Ads","optional":false},{"name":"Looker","optional":false}],"status":"live","first_seen_at":"2026-09-24T14:27:37Z","employer_posted_date":"2026-09-24","last_verified_at":"2026-09-24T16:23:07Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"For TUI Hotels & Resorts, we are looking for a\nContact Center Manager (m/f/d)\nStart as soon as possible or by arrangement | Fixed-term contract for 24 months | Full-time | Hybrid\nMake your personality your profession\nAs Contact Center Manager, you will be responsible for managing, coordinating and continuously developing our externally operated contact centre for the TUI hotel brands. Together with internal and external partners, you will ensure excellent customer advice, optimise sales processes and actively contribute to the further development of our online sales activities.\nFor TUI Hotels & Resorts, we are looking for a\nContact Center Manager (m/f/d)\nStart as soon as possible or by arrangement | Fixed-term contract for 24 months | Full-time | Hybrid\nMake your personality your profession\nAs Contact Center Manager, you will be responsible for managing, coordinating and continuously developing our externally operated contact centre for the TUI hotel brands. Together with internal and external partners, you will ensure excellent customer advice, optimise sales processes and actively contribute to the further development of our online sales activities.\nYou will carry out these tasks with enthusiasm:\nManaging and continuously developing contact centre activities for the TUI hotel brands in collaboration with external service providers.\nDeveloping and implementing strategies to optimise customer communication as well as service and sales quality across all contact channels.\nEnsuring agreed service levels, availability and quality standards to support online sales.\nManaging, supporting and further developing external service partners, including performance, quality and budget management.\nTaking responsibility for digital contact channels such as web chat, as well as identifying and implementing new technologies to improve the customer journey.\nPromoting automation and digitalisation initiatives, for example through the use of bots, FAQs and other self-service solutions.\nAnalysing relevant KPIs and creating and further developing meaningful reports to manage and optimise customer contact channels.\nWorking closely with internal departments, product owners and other stakeholders to continuously improve processes, tools and customer experiences.\nYou should bring the following to the role:\nDegree in Business, Marketing, Digital Media or a comparable qualification.\nSeveral years of experience in digital or performance marketing, ideally within travel, hospitality, e-commerce or another consumer-focused industry.\nStrong commercial mindset with a solid understanding of KPIs such as revenue, ROAS, CAC, profitability and budget management.\nHands-on experience with digital marketing channels such as Google Ads, Meta/Facebook, affiliate marketing, display advertising or metasearch.\nStrong analytical skills and experience using web analytics and reporting tools (e.g. Google Analytics, Looker Studio) to drive data-based decisions.\nExperience working with agencies and cross-functional teams, translating business objectives into effective marketing activities and measurable results.\nExcellent stakeholder management, communication and organisational skills, with the ability to manage multiple priorities in an international environment.\nFluent English skills; German language skills are an advantage.\nWhat we offer:\nA role with the world’s leading tourism group, offering international career opportunities\nA modern and forward-looking working environment with flexible working time models, remote working and desk sharing\nComprehensive and personalised training opportunities and programmes\nThe chance to work in a highly motivated team and an open, friendly and collegial corporate culture with flat hierarchies and short decision-making processes\nWe look forward to receiving your application - regardless of your age, gender, nationality, ethnic origin, disability, sexual orientation, religion and/or beliefs.","description_format":"text","description_chars":3952,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[{"language":"German","level":"All levels","optional":true},{"language":"English","level":"Advanced (C1)","optional":false}]},"benefits":["Flexible schedule"],"hiring_locations":[{"name":"Germany","iso":"DE","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Travel & Tourism","Cruises","Eco Tourism"],"lifecycle":[{"event":"open","at":"2026-09-24T14:27:37Z"}],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":0,"expected_fill_days":22,"reasons":["conf:9","win:early"],"computed_at":"2026-09-25T01:25:52Z"},"pay":null,"html_url":"https://alion.io/job/tuigroup-contact-center-manager-mfd","json_url":"https://alion.io/job/tuigroup-contact-center-manager-mfd.json","meta":{"generated_at":"2026-09-25T01:25:52Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","usage":{"tier":"crawler","counted_by":"address","units_charged":1,"used_today":1422,"day_limit":5000,"remaining_today":3578,"minute_limit":60,"resets_at":"2026-09-26T00:00:00Z"}}}