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

Travelzoo; Berlin; Vor Ort; EUR 42.000 - 64.000; Vollzeit

Zusammenfassung

Travelzoo is seeking a Client Relationship Manager (Member Services Associate) in our Berlin office reporting to the Senior Manager, Member Services. You will be the primary contact for key clients, translate communications for German-speaking members, and partner with Sales and Production to resolve operational issues related to travel offers.

The role emphasizes data-driven insights, QA leadership, and efficient handling of billing disputes, with opportunities to influence the member journey

Qualifikationen

• 3–5+ years in customer service, client success, account management, or service operations.
• Experience as the primary contact for client relationships.
• Ability to translate communications for German-speaking members (templates, correspondence).
• Strong organizational, analytical, and problem-solving skills.

Aufgaben

• Lead escalation and service issue resolution, investigating and designing systemic fixes.
• Collaborate with Sales and Production to resolve travel-offer related issues.
• Manage client billing disputes, reconciliations and invoicing discrepancies.
• Oversee the quality assurance program across front-line and escalation teams.
• Conduct structured performance audits to verify policy compliance and drive improvements.
• Produce member and client insights reports and contact centre performance reviews.

Kenntnisse

Customer relationship management

German language

Excel

Power BI

Analytical skills

Communication skills

Ausbildung

Bachelor's degree

Tools

Excel

Power BI

Jobbeschreibung

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!