German-Speaking Client Relationship Manager

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) 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