Customer Relationship Manager (f​/m​/d

It's time to elevate client experience. Build the future of customer excellence in a company that is growing,modernizing, and redefining rivercruiseoperations.

We are looking for aCustomer Relationship Manager to take ownership of client relationships and drive a new level of structure, transparency, and service quality across our operations. This is a central role within our organization, designed to strengthen client retention, ensure consistency, and position River Advice as the most dependable white-label operating partner in the industry.

This role is not only about managing relationships. It is about building a scalable client service model through the development of a Customer Service Center, creating clarity in communication,responsibility in execution, and confidence in delivery.

You will act as the central interface between clients, vessels, and internal departments, ensuring that commitments aredelivered;expectations are managed, and operations run seamlessly across nautical, technical, hospitality and compliance functions.

• Act as the primary contact and accountable owner for assigned clients, building and developing long-term relationships based on trust, transparency, and performance
• Coordinate across nautical, technical, hospitality, and compliance teams to ensure seamless service delivery and fulfillment of contractual commitments, timelines, and service levels
• Support the onboarding of new clients by aligning expectations with operational execution through a structured approach
• Manage operational issues, client escalations, and cross-functional coordination to ensure efficient problem resolution and continuous service quality
• Drive structured reporting, KPI tracking, performance monitoring, and transparency to measure and improve service delivery
• Support itinerary planning and operational adjustments in close collaboration with internal teams and clients
• Represent the client perspective in internal meetings, projects, and decision-making processes while contributing to process improvements, business development initiatives, and special projects
• Develop and maintain a strong understanding of onboard operations, the customer journey, and overall product delivery to enhance client satisfaction and operational excellence

• strong experience in client management, project management, or business relations
• a solid understanding of operations, service delivery, and stakeholder coordination
• experience working in structured, multi-stakeholder environments
• commercial awareness and understanding of contracts, costs, and performance
• confidence working with data, reporting tools, and digital systems (e.g. Power BI, planning tools)
• excellent communication and assertivenessskillsinenglishandgermanwith the ability to align different stakeholders
• high level oforganizationand reliability
• ability to manage complexity,priorities, and operate under pressure
• strong interpersonal skills, diplomacy, and cultural awareness
• aproactive, solution-oriented mindset

We are seeking someone who brings:

• ownership mindset and accountability for client success
• structured thinking and ability to create clarity in complex environments
• strong communication and stakeholder management skills
• a balance between operational detail and strategic perspective
• the ability to build trust with clients and internal teams
• willingness to improve processes and challenge the status quo
• resilience, flexibility, and a strong sense of responsibility

• a central role in shaping how River Advice manages and delivers client relationships
• the opportunity to build and structure a scalable Customer Service Center
• close collaboration with senior leadership and all operational departments
• a dynamic and growing environment with high impact and visibility
• the chance to actively influence client experience, service quality, and operational excellence

If you are driven by client excellence, structured operations, and building something scalable and impactful, we would like to hear from you.