Director of Customer Experience & Care

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

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