pstrong Role Purpose  /strong /pp The Member Experience Specialist is the first point of contact for Essentialist members before they travel. /pp This role owns the member communication experience from the moment a request is received until it is successfully handed over to the appropriate specialist team. By combining exceptional communication, sound judgement and operational coordination, the Member Experience Specialist ensures every request progresses efficiently while delivering the premium level of service expected from Essentialist members. /pp Acting as the gateway to the organisation, this role transforms member requests into clear, structured and actionable work, ensuring seamless collaboration between Member Experience, Travel Design and Operations throughout the planning phase of every journey. /pp As one of the first people members interact with, the Member Experience Specialist also plays an important role in supporting the sales journey. By confidently presenting Essentialist’s services, understanding our travel products and creating trust from the very first interaction, they help convert enquiries into unforgettable travel experiences. /p pstrong Key Responsibilities /strong /ppstrong Deliver an Exceptional Member Experience /strong /pulli Act as the primary point of contact for all pre-travel member communications across all channels. /lili Respond promptly, professionally and confidently to every member enquiry. /lili Deliver a personalised, seamless and luxury-level experience in every interaction. /lili Build trust through proactive communication and consistent follow-up. /lili Represent the Essentialist brand and service standards at every touchpoint. /li /ul pstrong Product Knowledge Sales Support /strong /pulli Develop a deep understanding of Essentialist’s travel products, destinations and services.



/lili Confidently explain our offering and guide members through their initial enquiries. /lili Build trust and excitement by communicating the value of the Essentialist experience. /lili Recognise opportunities to support the sales journey through outstanding communication and product knowledge. /lili Escalate complex commercial or itinerary-specific discussions when appropriate while maintaining ownership of the member experience. /li /ul pstrong Request Management Coordination /strong /pulli Understand each member’s needs and accurately capture every request. /lili Translate member requests into clear, structured and actionable work within the ticketing platform. /lili Ensure every request is routed through the appropriate workflow and reaches the right internal team. /lili Monitor request progression and keep members informed throughout the planning process. /lili Ensure all information shared with internal teams is complete, accurate and actionable. /li /ul pstrong Cross-functional Collaboration /strong /pulli Coordinate the flow of work between Member Experience, Travel Design and Operations. /lili Facilitate seamless handovers between teams as ownership evolves throughout the member journey. /lili Work closely with internal stakeholders to ensure an efficient and consistent service experience. /lili Escalate urgent or sensitive situations following established internal processes. /li /ul pstrong Service Excellence /strong /pulli Manage multiple member conversations simultaneously while maintaining exceptional quality.



/lili Exercise sound judgement to prioritise requests effectively. /lili Maintain the highest standards of written and verbal communication. /lili Identify opportunities to continuously improve the member experience and internal workflows. /li /ul pstrong What Success Looks Like /strong /pulli Members receive prompt, personalised and professional communication. /lili Requests are accurately captured and routed without unnecessary delays. /lili Internal teams receive complete and actionable information. /lili Members remain informed and confident throughout the planning process. /lili Every interaction reflects the quality, professionalism and attention to detail expected from Essentialist. /lili Members feel inspired and confident in Essentialist’s services from their very first interaction. /li /ul pstrong Skills Experience /strong /ppstrong Experience /strong /pulli Experience within a luxury travel agency, bespoke travel company or premium travel environment. /lili Strong understanding of luxury travel products and destinations. /lili Experience managing customer communications in a fast-paced service environment. /lili Experience working with CRM or ticket management systems. /li /ul pstrong Skills /strong /pulli Exceptional written and verbal communication skills. /lili Outstanding attention to detail. /lili Strong judgement and common sense. /lili Excellent prioritisation and organisational skills. /lili Ability to remain calm under pressure. /lili High level of ownership and accountability. /lili Strong collaboration and coordination skills. /lili Commercial awareness and the ability to confidently communicate the value of luxury travel experiences. /lili Excellent destination knowledge and a genuine passion for travel. /lili Passion for delivering exceptional service. /li /ul

📌 Member Experience Specialist (Barcelona)
🏢 Essentialist
📍 Barcelona