Customer Experience Director

Pluxee; Madrid; Híbrido; EUR 110.000 - 150.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Flexible hybrid working model

Madrid-based role

International environment

Descripción de la vacante

Pluxee in Madrid seeks a strategic and results‑oriented Customer Experience Director to lead our Customer Care and Customer Experience function in Spain. You will shape the CX strategy, drive transformation, and partner with multiple functions to improve satisfaction and business performance.

The role offers leadership responsibility, outsourcing governance, and a focus on digital adoption, AI‑driven solutions, and self‑service capabilities within a hybrid, Madrid‑based environment.

Formación

• Bachelor’s degree or equivalent professional experience.
• Extensive experience in Customer Experience, Customer Care, Service Management, or related functions.
• Proven leadership experience managing customer-focused teams and organizational transformation initiatives.
• Experience developing and implementing customer experience strategies.
• Strong background managing outsourced service operations and external partners.
• Professional level of Spanish & English

Responsabilidades

• Define and execute the Customer Care and Customer Experience strategy aligned with business objectives.
• Lead end-to-end customer care operations across client, user, and merchant touchpoints.
• Own customer listening programs, including NPS and customer satisfaction frameworks.
• Translate feedback into actionable business recommendations.
• Promote digital adoption, automation, AI-driven solutions, and self-service.
• Govern outsourcing strategies and manage provider relationships.
• Partner with cross-functional teams to shape strategic decisions.
• Develop high-performing teams through coaching and development.

Conocimientos

Customer Experience

Leadership

Stakeholder management

NPS

CX strategy

Outsourced ops

Data-driven

Executive presentation

Educación

Bachelor’s degree

Herramientas

Salesforce

Genesys

Descripción del empleo

Pluxee is a global leader in Employee Benefits and Engagement, operating in 28 countries. We help companies attract, engage, and retain talent through a wide range of solutions across Meal & Food, Well-being, Lifestyle, Reward & Recognition, and Public Benefits.

With over 5,600 engaged employees, 500,000+ clients, 37M+ consumers, and 1.7M+ merchants, we operate in a highly interconnected B2B2C ecosystem. With more than 45 years of experience, Pluxee is committed to making a positive impact on communities, enhancing workplace well‑being, and protecting the planet.

At Pluxee, we believe exceptional customer experiences drive sustainable growth and long‑term success. We are looking for a strategic and results‑oriented Customer Experience Director to lead our Customer Care and Customer Experience function in Spain.

This leadership role offers the opportunity to influence business strategy, champion customer‑centricity, and drive transformation initiatives that improve customer satisfaction, operational excellence, and business performance.

Reporting directly to the Country CMD and serving as a member of the Leadership Team, you will play a critical role in shaping the future of customer and user experience across our ecosystem.

What You’ll Do

Customer Experience Strategy

• Define and execute the Customer Care and Customer Experience strategy aligned with business objectives.
• Foster a customer‑centric culture across the organization.
• Translate customer insights into measurable business outcomes.
• Drive experience improvement roadmaps and strategic initiatives.

Customer Care Leadership

• Lead end-to-end customer care operations across client, user, and merchant touchpoints.
• Ensure high-quality service delivery through internal and outsourced teams.
• Drive service excellence, operational efficiency, and performance management.

Voice of Customer & Insights

• Own customer listening programs, including NPS and customer satisfaction frameworks.
• Analyze feedback and behavioral insights to identify opportunities for improvement.
• Transform customer insights into actionable business recommendations.
• Lead customer experience transformation initiatives.
• Promote digital adoption, automation, AI‑driven solutions, and self‑service capabilities.
• Simplify customer journeys and reduce customer effort.
• Govern outsourcing strategies and strategic partnerships.
• Manage relationships with contact center and technology providers.
• Ensure service performance, operational excellence, and contractual compliance.
• Partner with Commercial, Product, Marketing, Technology, Finance, and Operations teams.
• Represent the voice of the customer in strategic decision‑making.
• Develop high‑performing teams through coaching, engagement, and talent development.

Business & Financial Performance

• Manage Customer Care budgets and resource planning.
• Monitor operational efficiency and cost-to-serve metrics.
• Identify productivity and optimization opportunities.

What We’re Looking For

Experience

• Bachelor’s degree or equivalent professional experience.
• Extensive experience in Customer Experience, Customer Care, Service Management, or related functions.
• Proven leadership experience managing customer-focused teams and organizational transformation initiatives.
• Experience developing and implementing customer experience strategies.
• Strong background managing outsourced service operations and external partners.
• Professional level of Spanish & English

Expertise

• Deep knowledge of CX methodologies, Customer Journey Management, and Voice of Customer programs.
• Experience with customer satisfaction measurement frameworks such as NPS.
• Understanding of Contact Center operations and service delivery models.
• Familiarity with CRM and customer service technologies, ideally Salesforce and/or Genesys.
• Strong analytical and business decision-making skills.

Leadership Capabilities

• Strategic and customer-focused mindset.
• Excellent stakeholder management and influencing skills.
• Ability to lead change and transformation.
• Strong communication and executive presentation skills.
• Data-driven approach to decision-making.
• Passion for developing people and building inclusive, collaborative teams.

Why Join Pluxee?

• Be part of a leadership team shaping business strategy and customer experience excellence.
• Lead meaningful transformation and innovation initiatives.
• Work in a collaborative, international, and purpose-driven environment.
• Drive measurable impact on customer satisfaction, loyalty, and business growth.
• Enjoy a flexible hybrid working model based in Madrid.

Our commitment to inclusion.

Pluxee is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees and applicants. We welcome applications regardless of race, ethnicity, colour, religion, sex, sexual orientation, gender identity or expression, age, disability, marital status, pregnancy, veteran status or any other characteristic protected by applicable law.

If you require any reasonable accommodation during the recruitment process, please let us know. We are committed to providing an accessible and inclusive experience for all candidates.