CX Leader: Strategy, Insights & Premium Service

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

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.