Client Relationship Manager [German Speaker] (m/f/d)

Travelzoo; Berlin; On-site; EUR 60,000 - 85,000; Full time

Benefits offered by this job

Travel budget

Travelzoo Experience (deals)

Employee awards

Flat hierarchies

Job summary

Travelzoo is hiring a Client Relationship Manager (Member Services Associate) based in Berlin. The role reports to the Senior Manager, Member Services and focuses on managing client relationships, resolving service issues, and improving the member journey.

You will collaborate with Sales and Production, handle billing disputes, and lead QA and performance audits. German language fluency and data tooling skills (Excel/Power BI) are essential.

Qualifications

• 3–5+ years in customer service, client success, account management, or service operations.
• Experience as the primary contact for client relationship management.
• Ability to translate service content for German-speaking members, including templates and materials.
• Strong organizational, analytical, and problem-solving skills.
• Fluent in German (written & oral).
• Proficient in Microsoft Excel and Power BI.

Responsibilities

• Escalate service issues: lead investigations, negotiate solutions, and design systemic fixes.
• Partner with Sales and Production to resolve offer-related operational issues.
• Manage client billing disputes, reconciliations, and invoicing discrepancies.
• Lead quality assurance across frontline and escalation teams; set standards.
• Conduct performance audits to verify policy compliance and close gaps with action plans.
• Produce member and client insights reports and center performance reviews.
• Translate data into actionable recommendations to improveJourney and agent effectiveness.
• Evaluate new agent tools, workflow automation, and client portal enhancements.

Skills

Customer service

Account management

German-speaking support

Analytical skills

Problem solving

Communication

Cross-functional collaboration

Microsoft Excel

Power BI

Education

Bachelor's degree

Tools

Microsoft Excel

Power BI

Job description

Travelzoo is hiring a Client Relationship Manager (Member Services Associate). This position is based in our Berlin office and reports directly to the Senior Manager, Member Services.

• Skilled in escalating service issue resolution: lead investigations, negotiate client solutions, and design systemic fixes to prevent recurrence


• Confident to partner with Sales and Production teams to resolve operational issues related to travel offers, including deal structure, disclosure accuracy, fulfillment, and communications


• Driven to manage and resolve client billing disputes, payment reconciliations, and invoicing discrepancies


• Keen to lead and administer the quality assurance programme across front line and escalations service teams, setting quality standards and driving performance accountability


• Able to conduct structured performance audits of service team operations to verify policy and process compliance; identify gaps and implement action plans


• Eager to produce regular member and client insights reports and contact centre performance reviews; translate data into actionable recommendations that enhance the member journey and agent effectiveness


• Motivated to evaluate and champion new agent tools, workflow automation, and client portal enhancements that improve the user experience and operational efficiency

You are ideally...

• A degree educated professional with 3–5+ years of progressive experience in customer service, client success, account management, or service operations


• Experienced in serving as the primary contact for client relationship management


• Able to translate customer service content and communications for German-speaking members, including templates, correspondence, and support materials


• Highly organized, possess strong analytical and problem-solving skills


• A confident communicator who can exercise independent judgment and decision-making


• Fluent in German (written & oral) - please note this is a must-have requirement for the position.


• Proficient in Microsoft Excel and Power BI

What’s in it for you…

• Broaden your horizon by working with a global team and potentially in a different country


• Experience one of our travel deals first-hand each year, with additional vacation days and a travel budget – we call it the Travelzoo Experience


• We recognize your achievements with our employee awards


• Enjoy working like an entrepreneur? Our flat hierarchies will provide you with this opportunity


• We offer competitive compensation and benefit packages
  

If you are excited about this opportunity and feel intrigued by our values of “leading by example”, “warm heart”, “cool head” and “working hands”, then we would like to get to know you!