Customer Experience Manager - Permanent - Barcelona - Barcelona

Papernest; Barcelona; Presencial; EUR 52.000 - 76.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

BSPCE stock options

Pluxee card

Health insurance

Meals & Friday breakfast

Ongoing training

Performance dashboards

Descripción de la vacante

Papernest is seeking a Customer Experience Manager to lead the CX function in Barcelona, shaping a premium customer journey. You will translate strategy into KPI-driven actions, analyse feedback, and empower team leaders to improve service quality.

The role offers meaningful impact in a fast-growing scale-up. As a senior leader, you will drive operational excellence, maintain SOPs and dashboards, and collaborate with Enablement to translate insights into training and process enhancements.

Formación

• 3–4 years of experience in a customer care management role.
• Excellent communication in French and Spanish; English is a strong advantage.
• Lead and coach Team Leaders & Senior Experts; monitor shift schedules.
• Knowledge of customer service software and CRM systems.
• Ability to analyze data and extract actionable insights for premium strategies.
• Strong leadership and team management with focus on premium customer care culture.

Responsabilidades

• Lead the Customer Experience function and translate strategy into KPI-driven actions.
• Monitor performance metrics and drive improvements across the customer journey.
• Collaborate with Enablement to translate insights into training and process improvements.
• Manage recruitment, training, and leadership development; oversee payplan.
• Foster a culture of customer-centricity and recognition frameworks.
• Regular reporting to senior management and cross-department collaboration.

Conocimientos

Leadership

Communication

Problem solving

CRM systems

Customer service software

Data analysis tools

Team management

Cross-department collaboration

Business KPI translation

Strategic thinking

Herramientas

CRM software

Descripción del empleo

In this role, you lead the Customer Experience function at papernest to deliver premium service aligned with our CX strategy. You will drive operational excellence, monitor performance, and empower team leaders to create a consistently outstanding customer journey. You’ll translate business strategy into KPI-driven actions, analyze feedback, and collaborate with enablement teams to raise service quality. This position offers meaningful impact by shaping a customer-centric culture in a fast-growing scale-up.

• BSPCE stock options
• Pluxee card for tax-related compensation
• health insurance (Alan or Sanitas) with up to 50% coverage
• meals partnerships and Friday breakfast
• ongoing training and career development
• CX transformation: translate strategy into team-level KPIs and action plans
• Customer feedback analysis to identify trends and opportunities
• Issue resolution as escalation point for complex cases
• Quality assurance: monitor interactions and ensure adherence to standards and KPIs
• Analysis & insights to surface improvement opportunities in interactions and processes
• Collaboration with Enablement to translate insights into training and process enhancements
• Performance metrics analysis and action planning with Team Leaders to drive improvements
• Workflow optimisation and technology improvements to streamline care processes
• Hands-on operational engagement when needed
• Maintain up-to-date SOPs, templates, dashboards, and policies
• Lead and coach Team Leaders & Senior Experts; monitor and optimise shift schedules
• Recruitment, training, and leadership development; manage payplan
• Foster a culture of customer-centricity and recognition frameworks
• Cross-department collaboration for seamless customer experience; regular reporting to senior management
• 3–4 years of experience in a customer care management role with a track record of premium initiatives
• Excellent communication in French and Spanish; English a strong advantage
• Strong leadership and team management with focus on premium customer care culture
• Ability to analyze data and extract actionable insights for premium strategies
• Exceptional problem solving and handling of difficult situations while maintaining service quality
• Knowledge of customer service software and CRM systems
• Hands-on approach to understand day-to-day customer dynamics
• leadership
• communication
• problem solving
• CRM systems
• customer service software
• data analysis tools

Customer Experience Manager - Permanent - Barcelona - barcelona • barcelona, catalunya, es