Head of Customer Experience & Care

PLUXEE ESPAÑA SAU; Madrid; Hybrid; EUR 120,000 - 180,000; Full time

Job summary

Pluxee Spain seeks a Customer Care & Customer Experience Director to define and drive the CX strategy, ensuring customer insights shape decisions, service excellence and growth. You will lead the care delivery, CSAT/NPS programmes, and outsourced partnerships while reporting to the Country CMD and shaping Pluxee Spain’s leadership agenda.

You will champion customer-centricity across processes and products, oversee continuous improvement, and collaborate with global teams to elevate the customer

Qualifications

• Master’s degree in Customer Service, Marketing, Business Administration or related field.
• 10+ years in Customer Care/Experience or Service Management.
• 5+ years in senior management or director roles leading CX/CS functions.
• Experience with outsourced care operations and third-party providers.
• Strong knowledge of CX measurement tools and VoC practices.

Responsibilities

• Define and execute the Customer Experience strategy for Pluxee Spain.
• Lead end-to-end Customer Care delivery across clients, users and merchants.
• Drive Voice of Customer programmes like NPS and CSAT and report to leadership.
• Lead transformation initiatives: automation, AI, self-service and digital adoption.
• Govern outsourcing strategy and manage external partners.
• Develop dashboards and data analytics to guide decisions.
• Collaborate with Commercial, Product, Marketing, Technology, Finance and Ops.
• Develop teams and manage budget for Customer Care.

Skills

CX strategy

Customer care leadership

Voice of the customer

NPS & CSAT

Outsourcing governance

Cross-functional collaboration

Data-driven decision making

Digital transformation

CRM platforms

Education

Master’s degree in Customer Service/Marketing/Business Administration

Bachelor’s Degree

Tools

Salesforce

Genesys

Job description

Pluxee Spain seeks a Customer Care & Customer Experience Director to define and drive the CX strategy, ensuring customer insights shape decisions, service excellence and growth. You will lead the care delivery, CSAT/NPS programmes, and outsourced partnerships while reporting to the Country CMD and shaping Pluxee Spain’s leadership agenda.

You will champion customer-centricity across processes and products, oversee continuous improvement, and collaborate with global teams to elevate the customer