Bilingual Account Manager – BPO & Customer Experience (German/English)

About the role

We are seeking a bilingual Account Manager to act as the critical link between our clients and operational teams within a fast‑growing BPO organisation. The role focuses on driving operational performance, client strategy and exceptional customer experience for ecommerce and support programmes.

Key responsibilities

• Manage multiple client accounts simultaneously, ensuring KPIs and SLAs are met or exceeded.
• Develop and maintain long‑term trusted relationships with clients, understanding their business goals and brand vision.
• Lead operational performance across customer support programmes, overseeing teams of up to 80 agents worldwide.
• Provide proactive reporting, operational insights and strategic recommendations.
• Support and develop Team Leads, driving continuous improvement initiatives.
• Oversee onboarding of new client accounts following established processes.
• Collaborate with internal departments to ensure alignment and delivery excellence.

Required profile

• Fluent in English and German, both spoken and written.
• Proven experience in a BPO, contact centre or outsourced CX environment.
• Strong commercial awareness and people‑leadership experience.
• Experience managing multiple client relationships and large multilingual teams.
• Solid understanding of ecommerce and customer experience operations.

Required skills

• Experience with CX platforms and contact‑centre software such as Zendesk, Gorgias or Freshdesk.
• Ability to configure reporting, workflows and operational processes within support platforms.
• Strong knowledge of contact‑centre KPIs, SLAs and operational reporting.