Head of Customer Operations - Energy Retail & AI CX (Spain)

MET Group

Madrid

On-site

EUR 90,000 - 140,000

Full time

3 days ago

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Job summary

MET Group is building a technology-driven energy retail platform focused on a digital, customer-first model in Spain, with expansion to other European markets. The Head of Customer Operations will own the customer journey, service channels, and claims management, leading a team and AI-assisted support to deliver fast, compliant service.

The role requires 5–10 years of B2C customer operations leadership, fluency in Spanish and English, and hands-on experience with CRM/ticketing tools.

Qualifications

University degree (required).
Energy retail background is a must.
5–10 years in customer operations, service management or contact centre leadership in a B2C setting.
Fluent Spanish and English (written and spoken); additional languages a plus.
Experience applying AI in customer support and managing CRM/ticketing stacks.

Responsibilities

Act as the reference point for customer service, engagement and claims in 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 ticketing operation with taxonomy, routing, SLA framework and capacity planning.
Own proactive lifecycle communications: onboarding, first bill explainer, alerts, renewal and price-change notices, and payment reminders.
Oversee retention and churn response; design and manage the claims process end-to-end.
Ensure compliance with regulatory deadlines and arbitration frameworks.
Own the support stack: CRM, ticketing, telephony, knowledge base, QA tooling and vendor selection.