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)** **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.** 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 **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?** **I**f 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.