CX Manager

Pluxee Group; Madrid; Hybrid; EUR 55,000 - 75,000; Full time

Job summary

Pluxee is seeking a Customer Care Manager to lead delivery of exceptional experiences across support channels, collaborating with local and global stakeholders and external partners. You will drive operational excellence, optimize processes, and develop a high-performing care team to reflect Pluxee’s empathy and customer focus.

With 5–7 years in Customer Care, plus 3+ years leading end-to-end operations, you will monitor KPIs, coach teams, and oversee CRM/contact center tools like Salesforce and

Qualifications

• Bachelor's or Master's degree in Business, Customer Service, Operations, or a related field.
• 5–7 years in Customer Care or Service roles.
• +3 years managing end-to-end Customer Care operations with internal and outsourced teams.
• Proven ability to lead large teams with engagement and outcomes.
• Strong knowledge of Customer Experience methodologies and KPIs.
• Fluent in English and Spanish; hybrid work model.

Responsibilities

• Lead Customer Care teams and daily operations across all support channels.
• Foster a customer-centric culture and develop the care team.
• Monitor KPIs and dashboards; drive continuous improvement.
• Manage escalations and collaborate with cross-functional teams.
• Oversee vendors and ensure service quality.

Skills

Leadership

People management

Customer care

KPI tracking

Stakeholder management

Bilingual English/Spanish

Education

Bachelor's or Master's in Business / Operations / Customer Service

Tools

Salesforce

Genesys

CRM systems

Job description

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: 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.

Join Pluxee as a Customer Care Manager and lead the delivery of outstanding Customer and Agent Experiences across all support channels. You will be responsible for driving operational performance, developing and engaging the care team, and ensuring consistent, high-quality service delivery. Working closely with local and global stakeholders and external partners, you will continuously improve customer journeys, optimize processes and drive operational excellence, ensuring every interaction reflects Pluxee’s commitment to empathy and service excellence.

Your next challenge

• 1. Customer Care Leadership & Operations
  • Lead Customer Care teams and daily operations across all support channels, ensuring efficient resource allocation, service continuity and high performance.
  • Foster a customer-centric culture and drive team engagement and development.
• 2. Customer & Agent Experience
  • Ensure best‑in‑class Customer and Agent Experience across all touchpoints.
  • Drive agent development through coaching, training and knowledge management.
  • Improve customer journeys in collaboration with Marketing, Digital, IT and other stakeholders.
• 3. Performance & Quality Management
  • Monitor Customer Care KPIs and dashboards, ensuring service levels, quality, productivity and customer satisfaction targets are achieved.
  • Identify performance gaps and implement continuous improvement actions.
• 4. Stakeholder & Vendor Management
  • Manage customer escalations and collaborate with cross‑functional teams to ensure effective resolution and improve customer experience.
  • Oversee third‑party Contact Center and technology vendors (Salesforce, Genesys), ensuring service quality and performance.
• 5. Continuous Improvement & Governance
  • Drive process optimization, automation and self‑service initiatives aligned with global standards and local business needs.
  • Ensure compliance with company policies, data protection regulations and applicable requirements.

You’re a match

• Bachelor’s or Master’s degree in Business, Customer Service, Operations, or a related field.
• 5–7 years of experience in Customer Care or Service roles.
• +3 years of experience managing end‑to‑end Customer Care operations , including internal teams and outsourced partners.
• Proven ability to lead, motivate and develop large teams, fostering engagement, accountability, collaboration and a high‑performance culture.
• Strong coaching and people development skills, with a track record of building empowered teams, developing talent and driving individual and collective performance.
• Strong knowledge of Customer Experience methodologies, including - Customer Journey Mapping, Feedback Management, customer satisfaction surveys and NPS analysis.
• Proven experience defining, monitoring and improving operational KPIs, such as SLA, resolution time, AHT, FCR, productivity and customer satisfaction.
• Strong knowledge of CRM and contact center technologies (Salesforce, Genesys or similar), digital solutions, AI and automation.
• Experience in vendor management, workforce planning and contact center forecasting is a plus.
• Experience leading organizational change, transformation and continuous improvement initiatives, with a strong customer‑centric and results‑driven mindset.
• Excellent stakeholder management and communication skills, ability to navigate fast‑paced and ambiguous environments.
• Fluent in English and Spanish speaker.
• Availability to work in hybrid model: 2 times a week at home and 3 at the office.

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.

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.