CX Director

PLUXEE ESPAÑA SAU; Madrid; Sur place; EUR 120 000 - 180 000; Plein temps

Résumé du poste

Pluxee Spain seeks a Customer Care & Customer Experience Director to define and drive the CX strategy, ensuring customer insights shape decisions, service excellence and growth. You will lead the care delivery, CSAT/NPS programmes, and outsourced partnerships while reporting to the Country CMD and shaping Pluxee Spain’s leadership agenda.

You will champion customer-centricity across processes and products, oversee continuous improvement, and collaborate with global teams to elevate the customer

Qualifications

• Master’s degree in Customer Service, Marketing, Business Administration or related field.
• 10+ years in Customer Care/Experience or Service Management.
• 5+ years in senior management or director roles leading CX/CS functions.
• Experience with outsourced care operations and third-party providers.
• Strong knowledge of CX measurement tools and VoC practices.

Responsabilités

• Define and execute the Customer Experience strategy for Pluxee Spain.
• Lead end-to-end Customer Care delivery across clients, users and merchants.
• Drive Voice of Customer programmes like NPS and CSAT and report to leadership.
• Lead transformation initiatives: automation, AI, self-service and digital adoption.
• Govern outsourcing strategy and manage external partners.
• Develop dashboards and data analytics to guide decisions.
• Collaborate with Commercial, Product, Marketing, Technology, Finance and Ops.
• Develop teams and manage budget for Customer Care.

Connaissances

CX strategy

Customer care leadership

Voice of the customer

NPS & CSAT

Outsourcing governance

Cross-functional collaboration

Data-driven decision making

Digital transformation

CRM platforms

Formation

Master’s degree in Customer Service/Marketing/Business Administration

Bachelor’s Degree

Outils

Salesforce

Genesys

Description du poste

At Pluxee, we shape the world of employee benefits and engagement by bringing to life a personalized and sustainable employee experience, at work and beyond.

Permanent Regular Job Description:

The Customer Care & Customer Experience Director is responsible for defining and executing the Customer Experience strategy for Pluxee Spain, ensuring that customer and user insights drive decision-making, service excellence, operational efficiency, and business growth. It ensures adherence to performance targets while promoting collaboration with global and central functions to implement standards, tools, and continuous improvement initiatives. Reporting to the Country CMD, this role leads the Customer Care and Customer Experience function, overseeing customer service delivery, customer satisfaction measurement, outsourcing governance, service transformation initiatives and continuous improvement programmes. The role acts as the voice of the customer within the organisation, ensuring customer‑centricity is embedded across processes, products and business decisions. The Customer Care & CX Director is a key member of Pluxee Spain Leadership team and a strong contributor on company strategy definition and execution

YOUR NEXT CHALLENGE

1. Define and execute the Customer Experience strategy Define and lead the Customer Care & Customer Experience strategy aligned with business objectives. Promote a customer‑centric culture across the organisation. Establish Customer Experience priorities and improvement roadmaps. Ensure customer and user insights are translated into business actions and measurable outcomes. Champion customer experience as a key differentiator for Pluxee Spain.
2. Lead Customer Care delivery and service excellence Oversee the end‑to‑end customer care model across all clients, users and merchants touchpoints. Ensure efficient, reliable and high‑quality service delivery through internal and outsourced teams. Drive operational excellence through governance, monitoring and continuous improvement. Ensure achievement of service, quality and customer satisfaction targets.
3. Own Voice of Customer and Customer Satisfaction programmes Define and govern customer listening programmes, including NPS and customer satisfaction measurement methodologies. Analyse customer feedback and behavioural insights to identify opportunities and risks. Drive company‑wide action plans to improve customer satisfaction and loyalty. Report customer experience performance to CLT members.
4. Drive transformation, innovation and continuous improvement Lead transformation initiatives focused on customer experience, service efficiency and digital adoption. Sponsor automation, self‑service, AI and digital initiatives to improve client and employee experience. Identify process improvement opportunities and implement scalable solutions. Simplify customer journeys and reduce customer effort. Foster a culture of innovation and continuous improvement.
5. Manage Outsourcing and Strategic Partners Define and govern the outsourcing strategy for Customer Care. Manage strategic relationships with Contact Center and technology providers. Ensure delivery of contractual commitments, service levels and operational excellence. Lead governance committees and performance reviews with external partners.
6. Lead Customer Insights and Business Performance Develop and monitor Customer Care and Customer Experience dashboards. Analyse operational and customer metrics to identify trends and opportunities. Translate insights into business recommendations and improvement initiatives. Promote data‑driven decision‑making.
7. Influence cross‑functional initiatives Partner with Commercial, Product, Marketing, Technology, Finance and Operations teams to improve customer journeys. Ensure customer needs are considered in strategic and operational decisions. Support business transformation projects from a customer perspective. Represent the voice of customers and users in strategic projects.
8. Develop teams and organisational capability Lead Customer Care and Customer Experience leaders and teams. Promote a high‑performance culture focused on accountability, collaboration and development. Develop talent, succession plans and future leadership capabilities. Enhance employee engagement and team effectiveness.
9. Manage budget and efficiency targets Own Customer Care budgets and resource planning. Monitor cost-to‑serve and operational efficiency indicators. Identify productivity and optimisation opportunities. Ensure sustainable and scalable service delivery.

YOU ARE A MATCH IF...

• Education: Master’s degree in Customer Service, Marketing, Business Administration, or a related field.
• Work Experience: Bachelor's Degree.
• 10+ years of experience in Customer Care, Customer Experience or Service Management.
• 5+ years leading Customer Experience, Customer Service or Contact Center organizations at senior management or director level.
• Proven experience designing and implementing Customer Experience strategies.
• Strong experience managing outsourced Customer Care operations and third‑party providers.
• Experience leading business transformation, service redesign and continuous improvement programmes.
• Experience managing multi‑channel teams and delivering service improvements in local markets.
• Familiarity with digital services and employee benefits; banks, telco; insurances, fintech sector is a plus.
• Skills & Certifications: Strong understanding of CX measurement tools and feedback methodologies. Proficiency in CRM platforms (e.g., Salesforce). Experience with VoC programs and quality assurance routines. Expertise in Customer Experience methodologies, Voice of Customer programmes and Customer Journey Management. Strong knowledge of NPS methodologies, customer satisfaction programmes and customer analytics. Deep understanding of Contact Center operations, workforce management and service delivery models. Experience with CRM and Customer Service technologies, preferably Salesforce and Genesys. Strong analytical, financial and business acumen.
• Languages: Spanish: native English: bilingual French a plus

Working Conditions:

• For global, regional, or area roles: Hybrid working patterns depending on the host country policies. Collaboration across different countries, functions, and time zones. Travel may be required depending on business needs.
• For local roles: Hybrid working environment depending on local policies. Collaboration with local business teams and relevant regional or global stakeholders. Occasional travel may be required depending on business needs.

Competencies:

• Customer Experience Management – Design and implement local experiences across channels to build loyalty and satisfaction.
• Customer Service Expertise – Practical understanding of care workflows, interaction handling, and support quality.
• CRM Systems – Ability to operate and optimise tools such as Salesforce for visibility and efficiency.
• Journey Mapping and Feedback Use – Translate customer input into experience improvements.
• Quality Monitoring and Reporting – Apply KPIs and insights to refine local care strategies.
• Leadership capabilities • Strategic and customer‑centric mindset. • Strong leadership and stakeholder management skills. • Ability to influence across functions and organisational levels. • Strong communication and executive presentation skills. • Results‑oriented and data‑driven decision maker. • Change leadership and transformation capabilities. • Collaborative leadership style with strong people development focus.

Why join Pluxee?

Join an inclusive team Work at the heart of the community alongside 5,000 experts across 29 countries - we embrace diversity and value uniqueness, fostering a workplace where everyone can thrive. Turn inspiration into possibility Get space to try new ideas, experiment and move the world of work forward as you bring new digital experiences - and moments of connection - to millions of people. Make a positive impact Touch millions of lives and create meaningful change for people and the world we share, supporting our commitments to diversity, sustainability, and local economies. Grow with us Get support you need to take meaningful steps in your career, whether you're performing your work/life balance or learning new skills.