B2B Customer Experience Lead — Travel Ops & KPIs

Exoticca; Barcelona; Presencial; EUR 36.000 - 48.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Private health insurance

Barcelona office

Travel packages at reduced prices

Team events

Descripción de la vacante

Exoticca in Barcelona is seeking a B2B Operations Coordinator – Customer Experience to support day-to-day performance and continuous improvement of our B2B support operations, ensuring a high-quality experience for Travel Advisors.

You will oversee productivity, quality, service levels, and KPI monitoring, while guiding and supporting your team to meet customer expectations. Rotating shifts from 09:00 to 18:00.

Formación

• 2+ years of people management experience.
• Excellent leadership and interpersonal skills.
• Multitask ability with a customer-focused mindset.
• Outstanding written and verbal communication skills.
• Fluent English level.
• Experience in B2B operations (Travel or marketplaces is a strong plus).
• Deep knowledge of Amadeus / GDS in operations and implementation.
• Experience working with DMC is required.
• Experience with Salesforce and Travelfusion is a must.

Responsabilidades

• Own B2B customer experience performance end-to-end, including service levels, backlog, response times, and customer satisfaction.
• Daily supervision, reporting and monitoring of KPIs.
• Mentor and develop the team to meet customer expectations.
• Monitor DMC and Travel Advisor inquiries impacting Exoticca products.
• Serve as first point of contact for escalated internal issues and ensure resolution.

Conocimientos

Leadership

People management

Customer-focused

Communication

English fluent

B2B operations

Problem solving

Herramientas

Salesforce

Travelfusion

Amadeus / GDS

DMC knowledge

Descripción del empleo

Exoticca in Barcelona is seeking a B2B Operations Coordinator – Customer Experience to support day-to-day performance and continuous improvement of our B2B support operations, ensuring a high-quality experience for Travel Advisors.

You will oversee productivity, quality, service levels, and KPI monitoring, while guiding and supporting your team to meet customer expectations. Rotating shifts from 09:00 to 18:00.