Customer Relationship Manager (CRM) (f/m/d)

River Advice; Basel; Vor Ort; CHF 90.000 - 130.000; Vollzeit

Zusammenfassung

River Advice seeks a Customer Relationship Manager to own client relationships and build a scalable service model across nautical, technical, hospitality, and compliance operations in Basel. You will act as the central interface between clients, vessels, and internal teams to ensure commitments are delivered and service quality is elevated.

The role requires strong client management and project coordination, with a focus on transparent reporting, KPI tracking, and proactive problem resolution.

Qualifikationen

• Proven experience in client management, project management, or business relations.
• Strong understanding of operations, service delivery, and stakeholder coordination.
• Experience in structured, multi-stakeholder environments.
• Commercial awareness of contracts, costs, and performance.

Aufgaben

• Act as the primary contact and accountable owner for assigned clients, building and developing long-term relationships based on trust, transparency, and performance.
• Coordinate across nautical, technical, hospitality, and compliance teams to ensure seamless service delivery and fulfillment of contractual commitments, timelines, and service levels.
• Support the onboarding of new clients by aligning expectations with operational execution through a structured approach.
• Manage operational issues, client escalations, and cross-functional coordination to ensure efficient problem resolution and continuous service quality.
• Drive structured reporting, KPI tracking, performance monitoring, and transparency to measure and improve service delivery.
• Support itinerary planning and operational adjustments in close collaboration with internal teams and clients.
• Represent the client perspective in internal meetings, projects, and decision-making processes while contributing to process improvements, business development initiatives, and special projects.
• Develop and maintain a strong understanding of onboard operations, the customer journey, and overall product delivery to enhance client satisfaction and operational excellence.

Kenntnisse

Power BI

Planning tools

Client management

Project management

Stakeholder coordination

Tools

Planning tools

Jobbeschreibung

It's time to elevate client experience. Build the future of customer excellence in a company that is growing, modernizing, and redefining river cruise operations.

We are looking for a Customer Relationship Manager to take ownership of client relationships and drive a new level of structure, transparency, and service quality across our operations. This is a central role within our organization, designed to strengthen client retention, ensure consistency, and position River Advice as the most dependable white-label operating partner in the industry.

This role is not only about managing relationships. It is about building a scalable client service model through the development of a Customer Service Center, creating clarity in communication, responsibility in execution, and confidence in delivery.

You will act as the central interface between clients, vessels, and internal departments, ensuring that commitments are delivered; expectations are managed, and operations run seamlessly across nautical, technical, hospitality and compliance functions.

Your responsibilities

• Act as the primary contact and accountable owner for assigned clients, building and developing long-term relationships based on trust, transparency, and performance
• Coordinate across nautical, technical, hospitality, and compliance teams to ensure seamless service delivery and fulfillment of contractual commitments, timelines, and service levels
• Support the onboarding of new clients by aligning expectations with operational execution through a structured approach
• Manage operational issues, client escalations, and cross-functional coordination to ensure efficient problem resolution and continuous service quality
• Drive structured reporting, KPI tracking, performance monitoring, and transparency to measure and improve service delivery
• Support itinerary planning and operational adjustments in close collaboration with internal teams and clients
• Represent the client perspective in internal meetings, projects, and decision-making processes while contributing to process improvements, business development initiatives, and special projects
• Develop and maintain a strong understanding of onboard operations, the customer journey, and overall product delivery to enhance client satisfaction and operational excellence

Your profile

• strong experience in client management, project management, or business relations
• a solid understanding of operations, service delivery, and stakeholder coordination
• experience working in structured, multi-stakeholder environments
• commercial awareness and understanding of contracts, costs, and performance
• confidence working with data, reporting tools, and digital systems (e.g. Power BI, planning tools)
• excellent communication and assertiveness skills in english and german with the ability to align different stakeholders
• high level of organization and reliability
• ability to manage complexity, priorities, and operate under pressure
• strong interpersonal skills, diplomacy, and cultural awareness
• a proactive, solution-oriented mindset

What we are looking for

We are seeking someone who brings:

• ownership mindset and accountability for client success
• structured thinking and ability to create clarity in complex environments
• strong communication and stakeholder management skills
• a balance between operational detail and strategic perspective
• the ability to build trust with clients and internal teams
• willingness to improve processes and challenge the status quo
• resilience, flexibility, and a strong sense of responsibility

What to expect

• a central role in shaping how River Advice manages and delivers client relationships
• the opportunity to build and structure a scalable Customer Service Center
• close collaboration with senior leadership and all operational departments
• a dynamic and growing environment with high impact and visibility
• the chance to actively influence client experience, service quality, and operational excellence

Ready to take ownership?

If you are driven by client excellence, structured operations, and building something scalable and impactful, we would like to hear from you.