Customer Experience Manager - Automotive Industry

BrainRPO; Cataluña; Presencial; EUR 90.000 - 130.000; Jornada completa

Descripción de la vacante

Brain RPO is seeking a strategic, hands-on Customer Experience Manager to own the end-to-end journey from initial enquiry to renewal. You will collaborate with Sales, Aftersales, Marketing and Digital to translate insights into measurable improvements and drive loyalty across multiple markets.

You will define CX strategy, own CRM and loyalty design, and lead a cross-functional team through international expansion while delivering strong NPS/CSAT outcomes.

Formación

• 10+ years of experience in Customer Experience, Customer Success, or related customer-facing roles.
• Experience in automotive industry and lifecycle management.
• Proven leadership with at least 5 years in managerial roles.
• Demonstrated ability to influence cross-functional decisions at C-Suite level.
• Proven track record of improving customer satisfaction and retention metrics.
• Strong analytical skills with experience using customer data and feedback platforms.
• Excellent project management and cross-functional leadership capabilities.
• Proficiency with CRM tools such as Salesforce, HubSpot, Qualtrics.
• Outstanding communication and stakeholder engagement skills.
• Experience with customer journey mapping and process improvement methodologies.

Responsabilidades

• Own the end-to-end customer journey from first enquiry to renewal.
• Translate customer insights and CRM data into concrete improvements.
• Define and own multi-market CX strategy and journey mapping across touchpoints.
• Own the CRM platform, data architecture and lifecycle programmes for personalisation and73 automation.
• Design, scale and manage a proprietary automotive loyalty programme.
• Collect and analyse customer feedback to inform strategic decisions.
• Own the CX performance dashboard and report on NPS/CSAT/CES outcomes.
• Lead and develop the CX team and adapt strategies for international expansion.

Conocimientos

Customer Experience

Leadership

Analytical skills

Project management

Communication skills

Educación

Bachelor’s degree in business administration, Marketing or a related field

Herramientas

Salesforce

HubSpot

Qualtrics

Descripción del empleo

Brain RPO is looking for a strategic, hands‑on leader ready to own the customer experience from day one on behalf of one of our clients in the Automotive Industry. You'll bring CRM strategy, loyalty programme design and cross‑functional leadership together to turn insights into real business impact. Strong analytical thinking, executive‑level communication, and comfort in a fast‑paced, multicultural, scale‑up environment are a must.

What You'll Do:

As Customer Experience Manager, you'll own the end‑to‑end customer journey, from first enquiry to renewal, ensuring every touchpoint drives satisfaction, retention and loyalty. Working closely with Sales, Aftersales, Marketing and Digital, you'll translate customer insights, NPS and CRM data into concrete improvements, acting as the internal voice of the customer.

Key Responsibilities:

CX Strategy & Customer Journey

Define and own the multi‑market customer experience strategy, mapping and continuously optimising the end‑to‑end journey across all touchpoints, including digital, physical and omnichannel interactions.

Customer Relationship Management (CRM)

Own the CRM platform, data architecture and lifecycle programmes to enable personalisation, automate communications and deliver commercial outcomes across all markets.

Loyalty Programme Design & Management

Build, scale and adapt a proprietary automotive loyalty programme, designing the rewards mechanics, partner ecosystem and engagement tracks that convert CRM data into long‑term customer loyalty.

Customer Feedback & Insights

Collect and analyse customer feedback across all channels, including surveys, reviews, social listening and direct communication, to identify improvement opportunities and feed strategic decisions.

Performance, Data & Reporting

Own the CX performance dashboard, track NPS, CSAT and CES outcomes, and deliver structured reporting to measure the impact of all CX initiatives.

International Expansion & Leadership

Lead and develop the CX team, represent the voice of the customer at the leadership level, and adapt CX, CRM and loyalty strategies for international market entry.

What we´re looking for:

Experience

• 10+ years of experience in Customer Experience, Customer Success, or related customer‑facing roles.
• Proven experience in customer experience management, particularly within the automotive industry, with a strong understanding of the customer lifecycle.
• Proven leadership skills; at least 5 years of managerial experience are required.
• Demonstrated success reporting to C‑Suite and influencing cross‑functional decisions.
• Proven track record of improving customer satisfaction and retention metrics.
• Strong analytical skills with experience using customer data and feedback platforms.
• Excellent project management abilities with experience leading cross‑functional initiatives.
• Proficiency in customer experience tools (Salesforce, HubSpot, Qualtrics, or similar).
• Outstanding communication and presentation skills for stakeholder engagement.
• Experience with customer journey mapping and process improvement methodologies.

Desirable: Previous roles in sales, service, or management within an automotive dealership or service centre.

Training

• Bachelor’s degree in business administration, Marketing or a related field.
• Languages: Fluent in English and Spanish.

Desirable:

• Other European languages and/or Chinese would be a plus.
• Master’s degree in business administration or marketing.
• Professional certification in Customer Experience (CCXP).

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