At a Glance
- Tasks: Drive customer satisfaction and success while managing key client relationships.
- Company: Join Tourplan, a leading software solution for the travel industry.
- Benefits: Flexible working, collaborative culture, and opportunities for professional growth.
- Other info: Be part of a dynamic team that values trust and autonomy.
- Why this job: Make a real impact in the travel tech industry with empowered teams.
- Qualifications: 4+ years in customer experience, fluent in English and Spanish.
The predicted salary is between 36000 - 60000 £ per year.
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 20th February 2026.
Bilingual Customer Experience Specialist in London employer: Tourplan
Tourplan is an exceptional employer that prioritises its people, fostering a collaborative and inclusive work culture where trust and autonomy are paramount. With a commitment to employee growth through continuous learning and flexible working arrangements, you will have the opportunity to make a meaningful impact while building strong relationships with clients in the vibrant cities of London and Madrid. Join us to thrive in a dynamic environment that values your contributions and supports your professional journey in the travel tech industry.
StudySmarter Expert Advice🤫
We think this is how you could land Bilingual Customer Experience Specialist in London
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect with potential colleagues on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Understand their products and services, especially the Tourplan system, so you can speak confidently about how you can contribute to their success.
✨Tip Number 3
Showcase your bilingual skills! In a role like the Bilingual Customer Experience Specialist, being fluent in both English and Spanish is a huge asset. Be ready to demonstrate this during interviews or assessments.
✨Tip Number 4
Apply through our website for the best chance of landing that dream job! We love seeing candidates who are genuinely interested in joining our team and contributing to our mission at Tourplan.
We think you need these skills to ace Bilingual Customer Experience Specialist in London
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Bilingual Customer Experience Specialist role. Highlight your experience in customer service, especially within SaaS or tourism, and don’t forget to showcase your bilingual skills in English and Spanish!
Showcase Your Skills:We want to see your problem-solving and relationship management skills shine through. Use specific examples from your past experiences that demonstrate how you've successfully managed client relationships and improved customer satisfaction.
Be Authentic:Let your personality come through in your application. We value authenticity and want to know what makes you tick. Share your passion for customer experience and how you can contribute to our team at Tourplan.
Apply Through Our Website:For the best chance of success, make sure to apply directly through our website. This way, your application will be seen by the right people, and we can’t wait to hear from you!
How to prepare for a job interview at Tourplan
✨Know the Company Inside Out
Before your interview, make sure you research Tourplan thoroughly. Understand their products, values, and the specific challenges they face in the tourism industry. This will not only help you answer questions more effectively but also show your genuine interest in the role.
✨Showcase Your Bilingual Skills
As a Bilingual Customer Experience Specialist, your language skills are crucial. Be prepared to demonstrate your proficiency in both English and Spanish during the interview. You might be asked to switch between languages or handle customer scenarios in both, so practice this beforehand.
✨Prepare Real-Life Examples
Think of specific instances from your past experience where you've successfully managed customer relationships or resolved issues. Use the STAR method (Situation, Task, Action, Result) to structure your answers. This will help you convey your problem-solving skills and customer-centric approach effectively.
✨Ask Insightful Questions
At the end of the interview, have a few thoughtful questions ready to ask your interviewers. Inquire about the team dynamics, how success is measured in the role, or what challenges the company is currently facing. This shows that you're engaged and thinking critically about how you can contribute.
