Member Experience Specialist - Essentialist

Role Purpose

The Member Experience Specialist is the first point of contact for Essentialist members before they travel.

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.

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.

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.

Key Responsibilities

Deliver an Exceptional Member Experience

• Act as the primary point of contact for all pre-travel member communications across all channels.
• Respond promptly, professionally and confidently to every member enquiry.
• Deliver a personalised, seamless and luxury-level experience in every interaction.
• Build trust through proactive communication and consistent follow-up.
• Represent the Essentialist brand and service standards at every touchpoint.

Product Knowledge & Sales Support

• Develop a deep understanding of Essentialist’s travel products, destinations and services.
• Confidently explain our offering and guide members through their initial enquiries.
• Build trust and excitement by communicating the value of the Essentialist experience.
• Recognise opportunities to support the sales journey through outstanding communication and product knowledge.
• Escalate complex commercial or itinerary-specific discussions when appropriate while maintaining ownership of the member experience.

Request Management & Coordination

• Understand each member’s needs and accurately capture every request.
• Translate member requests into clear, structured and actionable work within the ticketing platform.
• Ensure every request is routed through the appropriate workflow and reaches the right internal team.
• Monitor request progression and keep members informed throughout the planning process.
• Ensure all information shared with internal teams is complete, accurate and actionable.

Cross-functional Collaboration

• Coordinate the flow of work between Member Experience, Travel Design and Operations.
• Facilitate seamless handovers between teams as ownership evolves throughout the member journey.
• Work closely with internal stakeholders to ensure an efficient and consistent service experience.
• Escalate urgent or sensitive situations following established internal processes.

Service Excellence

• Manage multiple member conversations simultaneously while maintaining exceptional quality.
• Exercise sound judgement to prioritise requests effectively.
• Maintain the highest standards of written and verbal communication.
• Identify opportunities to continuously improve the member experience and internal workflows.

What Success Looks Like

• Members receive prompt, personalised and professional communication.
• Requests are accurately captured and routed without unnecessary delays.
• Internal teams receive complete and actionable information.
• Members remain informed and confident throughout the planning process.
• Every interaction reflects the quality, professionalism and attention to detail expected from Essentialist.
• Members feel inspired and confident in Essentialist’s services from their very first interaction.

Skills & Experience

Experience

• Experience within a luxury travel agency, bespoke travel company or premium travel environment.
• Strong understanding of luxury travel products and destinations.
• Experience managing customer communications in a fast-paced service environment.
• Experience working with CRM or ticket management systems.

Skills

• Exceptional written and verbal communication skills.
• Outstanding attention to detail.
• Strong judgement and common sense.
• Excellent prioritisation and organisational skills.
• Ability to remain calm under pressure.
• High level of ownership and accountability.
• Strong collaboration and coordination skills.
• Commercial awareness and the ability to confidently communicate the value of luxury travel experiences.
• Excellent destination knowledge and a genuine passion for travel.
• Passion for delivering exceptional service.