Transcom is a global customer experience leader, helping some of the world's most recognised brands deliver exceptional customer and employee experiences. We combine operational excellence, technology and innovation to create measurable business outcomes for our clients.
Now, we're looking for an experienced Director of Client Services to lead one of our strategic client partnerships, drive business growth and ensure operational excellence across a complex and dynamic environment. Join us and help shape the future of customer experience through innovation, collaboration and measurable impact.
The Director of Client Services serves as the senior strategic partner for Transcom’s most important clients. The role owns the overall health, growth, and profitability of the relationship while aligning Transcom’s operational delivery, commercial strategy, and technology innovation with the client’s evolving business priorities.
The Director of Client Services operates at the intersection of client leadership, operations, and sales. Success requires the ability to deeply understand the client’s business, anticipate their strategic needs, and position Transcom as a partner that delivers measurable outcomes through operational excellence, AI-enabled solutions, and continuous improvement.
Key responsibilities include:
- Driving account growth and identifying commercial expansion opportunities
- Owning financial performance, profitability, forecasting and margin management
- Ensuring consistent achievement of client KPIs, SLAs and business objectives
- Building and maintaining executive-level client relationships that support long-term strategic partnerships
- Leading governance programmes, business reviews and strategic planning discussions
- Partnering cross-functionally to deliver innovative solutions that improve customer experience and operational performance
- Acting as the executive sponsor for the client within Transcom and advocating for their success across the organisation.
What's in it for YOU!
- International and inclusive environment, that makes you feel supported, encouraged, and welcome from day one
- Flexible work schedule
- Strong focus on life-work balance
- Fully remote role based in Spain
- Candidates should be located within a reasonable travel from Barcelona to support occasional client, leadership and team meetings
- Corporate benefits and discounts
- Opportunities for professional growth and career development within a global organisation
To be successful in this role, the following is needed:
- +10 years of experience in BPO, customer experience outsourcing, travel, hospitality or large-scale service operations
- Bachelors Degree in Business Admin, Operations Management or related is preferred
- Experience from the travel, hospitality, airline or online travel sector would be an advantage
- Proven experience managing executive level client partnerships including VP, SVP and C-suite stakeholders
- Demonstrated success in growing client partnerships and identifying new business opportunities
- Strong P&L ownership experience, including budgeting, forecasting and financial planning
- Proven ability to translate client business objectives into operational and commercial solutions
- Strong leadership, communication, negotiation and interpersonal skills
- Experience leveraging AI, automation, analytics and digital capabilities to improve customer experience and business outcomes
- Effective collaboration across operations, sales, technology and support functions
- Strong commercial acumen
- Analytical mindset with the ability to interpret data and drive strategic decision-making
- Ability to thrive in a fast-paced, dynamic and evolving environment
- English: Fluent C1/C2.
- Professional Spanish language skills are highly desirable
- Willingness to travel periodically within Europe to support client engagements, business reviews and leadership meetings
This is a fully remote role and is open to applicants in Spain
Please include a full CV, in English, with your application
Closing date is Monday 22nd June 2026.
What Life at Transcom is like!
At Transcom, we’re relentlessly committed. To our clients and each other. Every day, someone starts their journey with Transcom. Taking the potential they have today and turning it into skills for the future. Getting recognized for working hard, being a team player, and supporting others. Championing positive, lasting change in their teams and communities. That’s just how we are at Transcom. Here we care and root for each other. You’re included, just as you are, from day one. And with the right mindset, there’s no end to how far we can go together.
