Head of Customer Experience & Service Ops (Energy Retail)

SmartRecruiters, Inc.; Madrid; Presencial; EUR 110.000 - 180.000; Jornada completa

Descripción de la vacante

MET Retail is building a technology-driven energy retail platform, delivering a seamless, AI-assisted customer experience. We are seeking a Head of Customer Operations to own ticketing, engagement and claims across Spain at launch, with expansion to France, Germany and Italy.

You will design an omnichannel service model, build and lead the customer operations team, ensure compliance with regulatory timelines, and drive continuous improvement of the support stack and AI use cases across growth

Formación

• Energy retail background is a must.
• 5–10 years in customer operations or contact centre leadership in a B2C environment.
• Experience in the Spanish market and understanding of Spanish consumer protection obligations.
• Proven experience building or rebuilding a service function.
• Demonstrable, practical experience applying AI in a customer support context.
• Comfortable in a CRM or ticketing environment, able to read data models and define integration requirements at a functional level.

Responsabilidades

• Act as the business reference point for customer service, engagement and claims for Spain and subsequent markets.
• Translate objectives into service processes, SLAs and quality standards.
• Design omnichannel service model across phone, email, chat, WhatsApp, app and self-service portal.
• Build the ticketing operation, taxonomy, routing and SLA framework.
• Design proactive lifecycle communications: onboarding, first-bill explanation, consumption and tariff alerts, renewal and price-change notifications, and payment reminders.

Conocimientos

Energy retail background

Spanish and English fluency

Educación

University degree

Herramientas

Zendesk

Salesforce Service Cloud

Freshdesk

Intercom

Genesys

Talkdesk

Jira

Confluence

Miro

Visio

Signavio

Descripción del empleo

MET Retail is building a technology-driven energy retail platform, delivering a seamless, AI-assisted customer experience. We are seeking a Head of Customer Operations to own ticketing, engagement and claims across Spain at launch, with expansion to France, Germany and Italy.

You will design an omnichannel service model, build and lead the customer operations team, ensure compliance with regulatory timelines, and drive continuous improvement of the support stack and AI use cases across growth