CX Director

pluxee; Madrid; Presencial; EUR 120.000 - 190.000; Jornada completa

Descripción de la vacante

Pluxee Spain is seeking a Director of Customer Care & Customer Experience to define and execute the customer experience strategy across the organization. You will lead the customer care and experience functions, align with global functions, and drive satisfaction, governance and continuous improvement initiatives.

You will partner with cross-functional teams to put the voice of the customer at the heart of decision-making, optimize operations, and ensure service excellence for clients, merchants

Formación

• Master's degree in Customer Service, Marketing, Business Administration, or related field.
• 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.

Responsabilidades

• Define and execute the Customer Experience strategy and lead the Customer Care & Customer Experience function.
• Oversee customer service delivery, customer satisfaction measurement and outsourcing governance.
• Drive transformation, continuous improvement programmes and data-driven decision-making.
• Develop dashboards and report performance to leadership; translate insights into action.

Educación

Master's degree in Customer Service, Marketing, Business Administration, or related field

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

Descripción del empleo

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.

Responsibilities:

• 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 optimization 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 experien