Account Manager, BPO, Customer Experience

Newstel Worldwide

Bilingual Account Manager overseeing client relationships and operational performance in a BPO setting. Managing multiple client accounts while ensuring service excellence and high performance delivery.

Posted 5/29/2026full-timeRemote • 🇬🇧 United KingdomMid-LevelSenior💰 £35,000 - £40,000 per yearWebsite

About the role

Key responsibilities & impact

Own the operational and strategic relationship between our clients and internal delivery teams
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

Requirements

What you’ll need

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

Comp & perks

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

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

operational reportingKPI managementSLA managementdata interpretationworkflow configurationprocess improvementclient relationship managementteam managementcustomer experience understandingmulti-lingual operations

Soft Skills

leadershipcommunicationproactive mindsetsolutions-orientedrelationship buildingstrategic thinkingoperational alignmentcustomer focusteam developmentinsight generation