Head of Customer Operations - Service, Engagement & Claims with energy BtoC background

MET Group; Madrid; Sur place; EUR 90 000 - 140 000; Plein temps

Résumé du poste

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.

Responsabilités

• 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.

Connaissances

Energy retail

B2C operations

Customer service

Spanish market

Formation

University degree

Description du poste

Head of Customer Operations - Service, Engagement & Claims with energy BtoC background

• Full-time

MET Retail is a new chapter for the group: bringing energy directly to households. We're building a technology-driven retail platform for power and gas, with a digital, customer-first model. One model, built to scale across Europe.

We're a small international team, and there's a lot to build. Join us on this exciting journey and you'll help shape how this company works, with real ownership from day one.

He/She brings practical service knowledge into digital delivery: understanding customer, operational, commercial and regulatory needs, shaping how customers reach us and how we respond, and building a support function that is fast, compliant, measurable and AI-assisted by design rather than by retrofit.

The role covers the customer-facing layer of the end-to-end journey (from contracting to first bill, collection and service) across the contact channels, self-service area and support tooling. Spain at launch, followed by other markets such as France, Germany and Italy. The person in this role will own customer ticketing and service, customer engagement, the continuous optimisation of support including its tools, and claim management, end to end.

Key Responsibilities

• Act as the business reference point for customer service, engagement and claims across the Spanish operation and, subsequently, the markets that follow
• Translate customer and regulatory objectives into clear service processes, procedures, service levels and quality standards
• Design the omnichannel service model across phone, email, chat, WhatsApp, app and self-service portal
• Build the ticketing operation: taxonomy, routing and prioritisation rules, SLA framework, escalation paths, and shift and capacity planning
• Design proactive lifecycle communications: onboarding, first-bill explanation, consumption and tariff alerts, renewal and price-change notifications, and payment reminders
• Own the service side of retention — save flows, churn-signal detection and the operational response to them.
• Build the claims process end to end
• Ensure compliance with statutory response deadlines and the formal complaint framework, including complaint forms, consumer arbitration boards and regional consumer authorities
• Act as business owner for the support stack — CRM and ticketing, telephony/CCaaS, knowledge base, survey and QA tooling: define functional requirements, target design and evaluation criteria, support the IT organisation in vendor and partner selection, and drive business validation before go-live
• Hire, structure and lead the customer operations team; define roles, career paths, training curriculum and onboarding
• Identify, prioritise and specify AI use cases across the support chain
• Collaborate across Growth, Offering, Operations and Finance on the business side, and Product, UX, Architecture, Engineering and Data on the delivery side

• University degree
• Energy retail background is a must
• Between 5 and 10 years of experience in customer operations, service management or contact centre leadership in a B2C environment, including hands-on responsibility for building or substantially rebuilding a service function
• Experience in the Spanish market, with a working understanding of Spanish consumer protection obligations and the formal complaints and arbitration framework
• Proven experience setting up processes, procedures and teams from scratch, including defining the requirements for the supporting tooling
• Demonstrable, practical experience applying AI in a customer support context
• Comfortable in a CRM or ticketing environment, able to read data models, define integration requirements at functional level and build reporting
• Track record of leading, growing and developing teams
• Fluent Spanish and English, written and spoken. Italian, French or German language skills considered as a plus
• Experience in one or more other European markets — France, Germany or Italy in particular is highly appreciated
• Experience specifying and rolling out a support stack as business owner (Zendesk, Salesforce Service Cloud, Freshdesk, Intercom, Genesys, Talkdesk or similar) is highly appreciated
• Experience in a high-volume regulated B2C environment — utilities, telecommunications, insurance, financial services or e-commerce — is highly appreciated
• Experience managing BPO partners in Spain or nearshore, and workforce management or forecasting experience, is a plus
• Experience with collaboration and documentation tools such as Jira, Confluence, Miro, Visio, Signavio or BPMN tools is an advantage