CX Director: Customer Experience Leader in Spain

Pluxee; Madrid; Híbrido; EUR 120.000 - 180.000; Jornada completa

Descripción de la vacante

Pluxee Spain is seeking a Customer Care & CX Director to define and execute the customer experience strategy across Spain, drive service excellence, and lead transformation initiatives. You will champion customer insights, manage outsourcing partners, and report performance to the leadership team.

The role requires a strong background in CX measurement, CRM platforms, and multi-channel service delivery, with 10+ years in related roles and 5+ years in senior leadership.

Formación

• Master’s degree in Customer Service, Marketing, Business Administration, or a 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.
• 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

Responsabilidades

• Define and execute the Customer Experience strategy.
• Lead end-to-end Customer Care delivery across clients, users and merchants touchpoints.
• Govern customer listening programmes, including NPS and satisfaction measurement.
• Drive transformation, automation, and digital initiatives to improve experience.
• Manage outsourcing and strategic partners to ensure SLAs and quality.
• Develop dashboards and track customer and business metrics.
• Collaborate with Commercial, Product, Marketing, Technology, Finance and Operations.
• Develop teams and foster a high-performance culture.
• Oversee budget and cost-to-serve optimization.

Conocimientos

CX strategy

Voice of Customer

CRM systems

Leadership

Data analytics

Stakeholder management

Educación

Master’s degree

Bachelor’s degree

Herramientas

Salesforce

Genesys

Descripción del empleo

Pluxee Spain is seeking a Customer Care & CX Director to define and execute the customer experience strategy across Spain, drive service excellence, and lead transformation initiatives. You will champion customer insights, manage outsourcing partners, and report performance to the leadership team.

The role requires a strong background in CX measurement, CRM platforms, and multi-channel service delivery, with 10+ years in related roles and 5+ years in senior leadership.