Pura Aventura | Travel Positive®
Client Experience Executive
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Job Summary
To make sure every Pura Aventura client enjoys a seamless holiday, from booking to return home, delivered with the same care, attention to detail and local knowledge that went into designing it.
Why Pura Aventura?
We've been building thoughtful, premium trips across Central & South America, Portugal and Spain since 1999. Not the ones you'll see on every other tour operator's books – the ones that come from truly knowing a place, and the people who make it what it is.
Most of the team works hybrid, splitting time between home and our seafront office in Brighton. We're a mixed bunch, but two things unite us: a belief that travel should give more than it takes, and a suspicion that work is better when it's also fun.
Our clients tend to head for the awe-inspiring corners that others overlook. They travel in a way that protects the places they visit and puts money into the hands of the people who live there. It's a key part of our Travel Positive™ work – a sustainability initiative described as 'one of the travel industry's most ambitious' by The Independent.
The Role
Locally rooted enterprises and hosts are at the heart of every Pura Aventura holiday. Once a holiday is sold, it's our Client Experience team that brings that promise to life.
As Client Experience Executive, you'll take ownership of the client journey from the moment a holiday is booked through to their return home. You'll make sure every booking is accurate by working closely with the Reservations team, prepare clear and thoughtful travel information, support clients while they're away, and follow up afterwards to understand how their trip went.
You'll work closely with our Sales, Product and Reservations teams to make sure the logistics work, the details are right and the warm, personal experience we promise is delivered at every stage.
This is a role for someone who genuinely cares about getting the small things right. You'll understand that a great travel experience is often made up of hundreds of details – and that when something doesn't go to plan, how you respond can matter just as much as the original plan.
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If you come from within the travel industry, you may need to learn a new way of working. Our holidays don't look like other companies' holidays, because we do things differently: they are personal, locally focused and designed around the places and people our clients visit.
Your Responsibilities
- Pre-departure care: Be a key point of contact for clients between booking and departure, answering questions, providing clear and timely information, and making sure they feel prepared and excited for their trip.
- Booking accuracy: Take ownership of checking and signing off all itinerary components – including flights, accommodation, guides, transfers, vehicles and activities – ensuring everything is confirmed correctly and works together as planned.
- Travel documentation: Produce and issue clear, accurate and well-presented final travel documents, making sure clients have everything they need before they leave.
- The personal touch: Arrange thoughtful extras and special touches that make each trip feel considered and personal.
- In-trip support: Be a responsive and reassuring point of contact for clients while they travel, working with our local partners to resolve questions or issues quickly.
- Problem-solving: When plans change or something goes wrong, stay calm, take ownership and find practical solutions that protect the client's experience while working within the realities of what's possible on the ground.
- Post-trip follow-up: Follow up with clients after their return, gather and process feedback, help maintain our 5* Feefo Platinum standing, and make sure useful insights are shared with the wider team.
- Sharing insight: Identify recurring feedback, client preferences and opportunities for improvement, and share these insights with Sales, Product and Operations.
- Continuous improvement: Look for ways to make our processes, systems and client communications more efficient and effective, and contribute ideas to improve how we work as a team.
About You
Essential
- Excellent written and verbal communication skills – warm, clear, confident and professional
- Experience in travel operations, customer service or a similar client-facing role
- Outstanding organisation and attention to detail, with the ability to manage multiple bookings at different stages
- Calm, practical and resourceful when things don't go to plan
- Someone who takes ownership and follows things through rather than waiting to be asked
- A collaborative team player who enjoys working across different teams and with different personalities
- Confident using MS Office, CRM and booking systems, and quick to learn new systems and processes
- A genuine interest in travel and in Pura Aventura's approach to sustainable, community-rooted holidays
- Naturally curious: someone who notices things, asks questions and looks for ways to make the client experience better
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Desirable
- Knowledge of Central and South America, Portugal and/or Spain
- Experience working with US-based clients and comfort working across time zones
- Experience working with travel booking or operational systems
- Experience handling client feedback and using it to improve products or processes
Benefits
- Competitive salary with plenty of opportunities for growth
- 50% employee discount on Pura Aventura trips
- Friends & Family discounts on Pura Aventura trips
- Training and development support, including a generous allowance for personal growth
- Holiday allowance of 32 days (Pro Rata) increasing 1 day each year (from year 3) including bank holidays
- Company pension scheme
- Cash health plan with BUPA
- Free Network Railcard
- Cycle to work scheme
- Flexible working and a supportive, friendly team environment
- Regular socials and team events
- Casual dress code
- Relaxed and inspiring office by the sea in Brighton
Job Type
Full time - Monday to Friday
Remuneration
We have four levels of seniority in Pura Aventura: Executive, Lead, Champion & Director. Within each level are five salary grades. Executive roles are paid in the range of £29,487-£34,848, depending on experience.
Please send your CV and cover letter to hola@pura-aventura.com.
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