Customer Experience Specialist (Bilingual Eng/Spa)
Location: London/Madrid (Hybrid/Remote)
Contract Terms: Permanent
Reporting to: Regional Customer Experience Manager
About Tourplan
Tourplan is the world's leading software solution built specifically for tour operators and DMCs, supporting Group, FIT, tailor‑made, and packaged travel. Established in 1986, we provide a fully integrated system covering product databases, quoting, booking, operations, accounting, online distribution, and supplier connectivity. With over 450 clients across 75 countries, Tourplan empowers tourism businesses worldwide to streamline operations and drive growth.
Our Tourplan team delivers award‑winning service across Europe, and we are now looking for a Customer Experience Specialist.
Role Overview
As a Customer Experience Specialist, you would be responsible to drive customer satisfaction, retention, and success. This role focuses on managing key client relationships, improving customer experiences, implementing solutions, providing consultancy & training and ensuring our clients maximize the value of our platform. You will be the bridge between customers and internal teams, advocating for client needs while driving business growth. Knowledge of Tourplan system is highly desirable.
Duties & Responsibilities Customer Experience & Support:
* Act as the primary point of contact for clients, ensuring a smooth and positive customer journey.
* Develop a deep understanding of our SaaS platform to provide expert guidance and support.
* Proactively identify customer pain points and work with internal teams to resolve them.
* Monitor and analyse customer feedback, implementing improvements to enhance user experience.
Account Management & Customer Success:
* Build and maintain strong relationships with high‑value clients, ensuring they achieve their business goals using our platform.
* Conduct regular check‑ins, business reviews, and training sessions to drive adoption and retention.
* Identify upsell and expansion opportunities, working with the sales team to offer additional solutions.
* Act as a customer advocate within the company, influencing product development based on user needs.
Onboarding & Training:
* Guide new customers through the onboarding process, ensuring they have a seamless transition to our platform.
* Create and deliver training sessions, online training, and self‑help resources to empower users.
* Available for clients onsite training.
* Develop best‑practice recommendations tailored to client needs.
Collaboration and Continues Improvement:
* Work closely with sales, marketing, support, and product teams to align on customer needs and business objectives.
* Track key performance metrics, such as customer satisfaction (CSAT), Net Promoter Score (NPS), and retention rates.
* Contribute to the knowledge base, help centre, and FAQs to improve self‑service options.
Requirements
* 4+ years of experience in customer experience, account management, or customer success within a SaaS or tourism environment.
* Strong understanding of SaaS platforms, CRM tools, and customer success methodologies.
* Experience managing high‑value customer accounts and driving retention strategies.
* Excellent communication, relationship management, and problem‑solving skills.
* Familiarity with the Tourplan system is desirable.
* Experience delivering training, both online and in person, is an advantage.
* Ability to work proactively, adapt in a fast‑paced environment, and prioritize multiple projects.
* Excellent knowledge of both English and Spanish language. Additional language is a plus.
* Available for travel: occasional travel may be required for customer visits, events, or conferences.
Why Join Tourplan?
At Tourplan, people come first. You will be part of a genuinely collaborative, international team that values trust, autonomy, and shared success. We believe great customer experiences start with empowered people, which is why we invest in learning, encourage ownership, and support flexible ways of working. Your voice will matter; you will build real relationships with clients, collaborate closely across teams, and see the direct impact of your work every day.
If you are excited by meaningful work, global connection, and growing alongside passionate professionals in travel tech, Tourplan is a place where you can thrive.
Apply on LinkedIn by 20 th February 2026.
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