Customer Care Manager

Amplifon SPA; Barcelona; Presencial; EUR 42.000 - 65.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Hybrid model

Flexible hours

Birthday off

Coaching support

Health insurance

Learning budget

Discounts

Descripción de la vacante

Amplifon, a global leader in hearing care, seeks an experienced Customer Care Manager to lead and transform its customer care function within a multinational retail environment. You will drive strategic and operational performance, enhance the customer journey, and ensure service excellence across channels.

You will coach a diverse team, manage budgets, partner with stores and functions, and leverage CRM and AI chatbots to improve KPIs and NPS.

Formación

• Minimum 5–7 years in customer service management, preferably in retail.
• Strong team leadership and cross-functional collaboration.
• Experience managing multi-channel interactions and data-driven improvements.

Responsabilidades

• Lead the transformation and optimization of customer care processes.
• Develop and implement an omnichannel customer care strategy.
• Monitor and improve KPIs, including NPS and response/resolution times.
• Champion customer-centric initiatives using tech (CRM, AI/chatbots).
• Partner with stores and cross-functional teams to align priorities.
• Lead, coach, and develop the Customer Care team; manage resources and budget.

Conocimientos

People management

Cross-functional leadership

CRM

Data analysis

NPS management

Herramientas

CRM systems

AI/chatbots

Descripción del empleo

Amplifon is an Italian multinational company and theglobal leader in hearing care solutions and services, recognized for its retail expertise, customization and consumer care.

More than20,000 professionalsin a network of9,500 points of saleare present in26 countries worldwide, empowering people to rediscover all the emotions of sound every day.

In our journey towards empowering people, Amplifon has been awardedGlobal Top Employer Company by Top Employers Institute in 2026, becoming the only company in the hearing care sector to obtain this international recognition for its people management and workplace practices.

We are seeking an experienced Customer Care Manager with a strong track record of leading and transforming customer care teams and processes within multinational retail environments.

The role is responsible for driving both the strategic and operational performance of the Customer Care function, enhancing the customer experience through an omnichannel approach, and ensuring service excellence through KPI and NPS management.

Key Responsibilities:

• Lead the transformation and optimization of customer care processes, driving efficiency, innovation, and service excellence.
• Develop and implement an omnichannel customer care strategy, ensuring a seamless customer experience across all touchpoints.
• Monitor and improve key KPIs, including NPS, response times, resolution rates, and customer satisfaction, using data to drive continuous improvement.
• Champion customer-centric initiatives and leverage technology (CRM, automation, AI/chatbots) to enhance service quality and operational efficiency.
• Partner closely with retail stores and cross-functional teams (Marketing, Sales, IT, etc.) to improve customer experience and ensure alignment across the business.
• Lead, coach, and develop the Customer Care team, fostering a high-performance, customer-focused culture.
• Manage departmental resources and budget to support business priorities.

Requirements:

Minimum of 5-7 years of experience in customer service management, preferably in the retail sector.

Strong team management skills, with experience leading cross-functional and international teams. Ability to think strategically with a pragmatic, results-oriented approach.

Experience in managing multi-channel interactions, with the ability to integrate and optimize various touchpoints.

Strong focus on customer satisfaction and the ability to manage long-term relationships.

Ability to analyze and interpret data to make strategic and tactical decisions.

Excellent communication and negotiation skills, both with customers and within the team and internal partners.

Fluency in both Spanish and English, with excellent communication skills and the ability to influence stakeholders at all levels of the organization.

Experience working directly in stores or managing retail operations.

Whatweoffer:

As well as a competitive salary we offer:

Hybrid model: up to 9 remote workdays/month, flexible hours, summer intensive schedule & short Fridays.

Structured onboarding with workshops, store visit & networking events with other new joiners just like you!

Continuous learning through our e-learning platform and career development paths.

Birthday off – because special days matter.

Access to coaching or psychological support.

Flexible benefits and extra budgetapart from your salary to use as you please (health insurance, ticket restaurant, learning, transport etc).

Exclusive discounts on GAES products for you and your family, as well as special offers from partner companies.

A diverse, inclusive, and global culture where DEIB is part of everything we do.