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

Travelzoo; Greater London; On-site; GBP 45,000 - 65,000; Full time

Job summary

Travelzoo is hiring a Client Relationship Manager (Member Services Associate) based in either our London or Manchester office. The role reports to the Head of Customer Service and focuses on managing client relationships, translating communications for German-speaking members, and collaborating with Sales and Production to resolve operational issues.

The ideal candidate has 3–5+ years in customer service or related fields, is highly organized with strong analytical skills, and is proficient in

Qualifications

• Degree-educated professional with 3–5+ years in customer service, client success, account management, or service operations.
• Primary contact for client relationship management.
• Able to translate customer service content for German-speaking members, including templates and support materials.
• Highly organized with strong analytical and problem-solving skills.
• Confident communicator with independent judgment and decision-making.
• Fluent in German (written & oral).
• Proficient in Microsoft Excel and Power BI.

Responsibilities

• Escalate service issues: lead investigations, negotiate solutions, and design fixes to prevent recurrence.
• Partner with Sales and Production to resolve travel-offer related issues including deal structure, disclosure accuracy, and communications.
• Manage and resolve client billing disputes, payment reconciliations, and invoicing discrepancies.
• Lead and administer the quality assurance program across frontline and escalation teams, setting standards and driving accountability.
• Conduct structured performance audits of service operations to verify compliance and implement action plans.
• Produce member and client insights reports and contact centre performance reviews, translating data into actionable recommendations.
• Evaluate and champion new agent tools, workflow automation, and client portal enhancements to improve UX and efficiency.

Skills

Client relationship management

Analytical skills

German proficiency

Communication

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 either our London or Manchester office and reports directly to the Head of Customer Service.

• 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