Customer Experience Director — Hybrid Madrid

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 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.