Customer Operations Lead, Energy Retail (EU)

MET Group; Madrid; Presencial; EUR 70.000 - 110.000; Jornada completa

Descripción de la vacante

MET Retail in Madrid is seeking a senior leader to shape the customer operations function for its energy retail platform. You will own the end-to-end support experience across channels, self-service and tooling, from onboarding to first bill and beyond.

You will design an omnichannel service model, build a scalable ticketing operation, implement AI-driven support, and manage a diverse team in a fast-growing, cross-border environment.

Formación

• University degree.
• Energy retail background is a must.
• Between 5 and 10 years of experience in customer operations or contact centre leadership in a B2C environment.
• Experience in the Spanish market and understanding of consumer protection/regulatory obligations.
• Proven experience setting up processes, procedures and teams from scratch.
• Demonstrable experience applying AI in customer support.
• Fluent Spanish and English, additional languages a plus.
• Experience with one or more European markets (France, Germany, Italy) is beneficial.
• Experience specifying and rolling out a support stack (CRM/ticketing) is valued.
• Experience in high-volume regulated B2C environments is advantageous.

Responsabilidades

• Act as the business reference point for customer service, engagement and claims.
• Translate objectives into service processes, SLAs and quality standards.
• Design the omnichannel service model across phone, email, chat, WhatsApp, app and self-service.
• Build the ticketing operation: taxonomy, routing and SLA framework.
• Design proactive lifecycle communications: onboarding, first-bill explanations and reminders.
• Own the service side of retention and churn-signal response.
• Build the end-to-end claims process.
• Ensure compliance with regulatory response deadlines and complaint framework.
• Own the support stack – CRM, telephony, knowledge base, QA tooling.
• Hire, structure and lead the customer operations team; define roles and training.
• Identify AI use cases across the support chain.
• Collaborate with Growth, Offering, Operations and Finance, and Product/Engineering teams.

Conocimientos

Energy retail background

Spanish & English fluency

Leadership & team development

AI-enabled support

CRM/ticketing systems

Process design & governance

Cross-functional collaboration

Educación

University degree

Herramientas

Zendesk

Salesforce Service Cloud

Freshdesk

Intercom

Genesys

Talkdesk

Jira

Confluence

Miro

Visio

Signavio / BPMN tools

Descripción del empleo

MET Retail in Madrid is seeking a senior leader to shape the customer operations function for its energy retail platform. You will own the end-to-end support experience across channels, self-service and tooling, from onboarding to first bill and beyond.

You will design an omnichannel service model, build a scalable ticketing operation, implement AI-driven support, and manage a diverse team in a fast-growing, cross-border environment.