Omnichannel Customer Care Leader – Experience & KPIs

Amplifon SPA; Barcelona; Híbrido; EUR 42.000 - 65.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Hybrid model

Flexible hours

Birthday off

Coaching support

Health insurance

Learning budget

Discounts

Descripción de la vacante

Amplifon, a global leader in hearing care, seeks an experienced Customer Care Manager to lead and transform its customer care function within a multinational retail environment. You will drive strategic and operational performance, enhance the customer journey, and ensure service excellence across channels.

You will coach a diverse team, manage budgets, partner with stores and functions, and leverage CRM and AI chatbots to improve KPIs and NPS.

Formación

• Minimum 5–7 years in customer service management, preferably in retail.
• Strong team leadership and cross-functional collaboration.
• Experience managing multi-channel interactions and data-driven improvements.

Responsabilidades

• Lead the transformation and optimization of customer care processes.
• Develop and implement an omnichannel customer care strategy.
• Monitor and improve KPIs, including NPS and response/resolution times.
• Champion customer-centric initiatives using tech (CRM, AI/chatbots).
• Partner with stores and cross-functional teams to align priorities.
• Lead, coach, and develop the Customer Care team; manage resources and budget.

Conocimientos

People management

Cross-functional leadership

CRM

Data analysis

NPS management

Herramientas

CRM systems

AI/chatbots

Descripción del empleo

Amplifon, a global leader in hearing care, seeks an experienced Customer Care Manager to lead and transform its customer care function within a multinational retail environment. You will drive strategic and operational performance, enhance the customer journey, and ensure service excellence across channels.

You will coach a diverse team, manage budgets, partner with stores and functions, and leverage CRM and AI chatbots to improve KPIs and NPS.