Account Manager (BPO / Customer Experience)

Not all Account Management roles are the same.Some are built around meetings and status updates.

This one sits at the centre of operational performance, client strategy, customer experience and people leadership.

English & German speaking

Remote: Full Time (37.5 hours a week)

Tasks

We are looking for an exceptional bilingual Account Manager to join our growing BPO organisation and become the critical link between our clients and our operational teams.

You will be responsible for managing multiple client accounts across ecommerce and customer experience operations, ensuring service excellence, commercial confidence and consistently high performance delivery.

This is a high-impact role within a small, highly experienced leadership team with exceptional stability, strong client partnerships and a genuine focus on quality over volume.

If you understand contact centre operations, thrive in fast-moving client environments and know how to turn KPIs, SLAs and CX insight into long-term client success, we want to hear from you.

Requirements

As an Account Manager, you will own the operational and strategic relationship between our clients and internal delivery teams.

You will:

Manage multiple client accounts simultaneously

Grow trusted, long-term client relationships

Lead operational performance across customer support programmes

Ensure KPIs and SLAs are consistently achieved and exceeded

Understand each client’s business goals, brand vision and customer expectations

Drive continuous improvement initiatives across teams and processes

Deliver proactive reporting, operational insights and strategic recommendations

Support and develop Team Leads who report directly to you

Oversee multiple worldwide multi-lingual operations ranging from small specialist teams through to larger programmes of up to 80 agents

Work closely with internal departments to ensure operational alignment and delivery excellence

Maintain high standards of customer experience, brand tone and service quality

Lead the onboarding of new client accounts following established operational processes and implementation frameworks

What we’re looking for

This role requires someone who combines operational expertise with commercial awareness and strong people leadership.

Essential skills & experience

Fluent English and German, spoken and written

Proven experience within a BPO, contact centre or outsourced CX environment

Strong understanding of contact centre KPIs, SLAs and operational reporting

Experience managing multiple client relationships

Team management and people leadership experience

Ability to lead through Team Leads and support operational development

E-commerce and customer experience understanding

Experience with CX platforms and contact centre software, including Zendesk, Gorgias, Freshdesk or similar

Confidence in configuring reporting, workflows and operational processes within support platforms

Ability to interpret data and convert insight into action

Highly proactive and solutions-oriented mindset

Benefits

Why join us?

We are intentionally building something different.

Our leadership team is stable, experienced and deeply operational. We value trust, autonomy, transparency and long-term partnerships, both with our clients and our people.

This role offers:

Genuine influence and ownership

Exposure to international e-commerce brands

A collaborative and supportive leadership environment

Long-term career growth opportunities

The opportunity to shape processes, strategy and client success

A business that genuinely values customer experience excellence

Remote working

Is this a role for you?

If you’ve never previously had responsibility for operational KPIs, SLA performance, client relationships or leading support teams within a BPO or contact centre environment, this role is probably not the right fit.

This is not an ‘account coordination’ position. You’ll be trusted to lead client relationships, drive operational performance, support Team Leads, manage multiple moving parts and take genuine ownership of outcomes.

You’ll also need to be genuinely confident switching between English and German in professional environments, sometimes multiple times a day, with both clients and internal teams. If translating a sentence in your head before speaking sounds stressful, this probably won’t be enjoyable for you.

And if terms like CSAT, SLA risk, operational reporting and workforce performance sound mildly terrifying, we completely respect your honesty.

But if you enjoy being the person clients trust, teams rely on, and operations genuinely improve because you’re involved, you’ll probably fit in very well here.