Global Client Experience Officer

2 weeks ago

Christchurch, Canterbury, New Zealand Decipher Group Full time
Lead client experience initiatives that expand business performance

  • Contribute to organisationwide success through leadership and relationships i
  • Join this future focused New Zealand business with strong global presence

About the company
Tourplan is a complete Tour Operator software solution designed for astute tourism enterprises large and small. Tourplan is both the name of the company as well as the technology solution.

Spanning across the globe Tourplan is home to over 80 staff across five global offices, who deliver the technology as a complete integrated solution for clients.


The software covers an entire spectrum of tour operator business functions, from traditional supplier contacting, quoting, reservations and operations through to real time purchasing and online sales.

Taking a client centric approach Tourplan software is designed to simplify the things that matter the most to their clients


With tourism on the rise, Tourplan are expanding the team and are looking for a Global Client Experience Officer (CXO) who focusses on the development of global services strategies (including onboarding, training, support and CRM) for Tourplan clients to ensure optimum client satisfaction levels.


Tourplan needs someone who understands how to combine leadership skills with a desire to provide positive client experience, driving business growth opportunities for Tourplan.

Sound like you?

About the opportunity


Reporting to the Chief Executive Officer (CEO), the CXO will manage the overall Tourplan client experience across their global offices in New Zealand, South Africa, United Kingdom, Malaysia and Costa Rica.


In doing so the CXO will:

  • Develop and implement strategies to maintain and measure client satisfaction levels
  • Gather client and market insights to aide client satisfaction reflecting the nuances of each region
  • Responsible for the standardisation of global services strategies across different client levels
  • Collaborate closely with regional teams across the global offices to provide strategic direction and enablement, and ensure consistency across all aspects of the CRM function
  • Engage with Tourplan regional office managers to obtain client feedback around market trends in the industry
  • Take accountability for overall client training processes, including training methodologies, best practices, tools, checklists, client questionnaires, promotions and pricing.


This role needs a strong client experience leader who brings discipline to the process, innovation and new thinking to the way Tourplan meets its client's needs.

Are you ready to take on this challenge?

About you


To be successful in this role, you will ideally - but not necessarily - have a background in the tourism industry and have worked in a business with an international presence.

You will bring a proven track record in the development and enablement of global client services and CRM strategies for a business.

A courageous thought-leader with exceptional communication skills; you will be able to demonstrate how you have successfully broadened and improved the client experience.


Of highest importance are your values and ability to engage with your colleagues and global Tourplan team to create great client outcomes.

Energetic, passionate and unafraid to roll up your sleeves, you will have proven experience in driving profitability through leadership and collaboration.


In return you will be rewarded by this exciting opportunity to be a part of a growing business that's enjoying real, sustainable success on the global stage.

Are you ready?

How to apply
**Applications close: Friday, 31st March 2023

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