Team Lead Customer Success (m/f/d)

Cox Automotive Europe; Loures; Presencial; EUR 60 000 - 90 000; Tempo integral

Resumo da oferta

Cox Automotive Europe is seeking a Team Lead Customer Success to guide a multilingual team supporting buyers across Southern Europe and beyond. You will own the buyer experience from onboarding to loyalty, driving growth and ensuring exceptional service across Spain, Portugal, France and Eastern Europe.

The role emphasizes leadership, collaboration with cross-functional teams, and a data-driven approach to improving customer engagement and retention.

Qualificações

• 5+ years in Customer Success or related role
• Experience leading and coaching high-performing teams
• Native Portuguese and Spanish with professional English
• Experience with CRM platforms and customer engagement tools
• Strong analytical and problem-solving capabilities

Responsabilidades

• Lead and develop a multilingual CS team across European markets
• Drive activation, first-purchase conversion, retention and loyalty
• Own end-to-end buyer journey delivery and customer experience
• Monitor KPIs and CRM insights to optimize outcomes
• Collaborate with cross-functional teams (Logistics, Finance, Marketing, Product)
• Support workforce planning, onboarding and talent development
• Deliver operational reporting and recommendations for engagement improvements

Conhecimentos

Multilingual team leadership

Customer lifecycle management

CRM & analytics

Stakeholder collaboration

People development

Formação académica

Bachelor's degree in Business/Management/Operations

Ferramentas

Salesforce

Microsoft Dynamics

Descrição da oferta de emprego

Drive Customer Success. Inspire Teams. Shape the Future of Digital Wholesale.

At Cox Automotive Europe, we're transforming the way vehicles are bought and sold across Europe. As our digital wholesale marketplace continues to expand, we're looking for an experienced Team Lead Customer Success to lead a multilingual team supporting buyers across Southern Europe and beyond.

This is more than a people management role. You'll own the buyer experience from the very first interaction through onboarding, activation, customer support, retention, and long-term loyalty. You'll play a critical role in ensuring our customers receive an outstanding experience while helping drive growth across key European markets. Initially, your team will support Spain, Portugal, France and Eastern Europe, with additional markets joining as our European expansion accelerates.

What You'll Be Doing

As Team Lead Customer Success, you'll be responsible for delivering operational excellence across the entire buyer lifecycle while developing and inspiring a high-performing multilingual team.

Your Key Responsibilities

• Lead, coach and develop a multilingual Customer Success team across multiple European markets.
• Drive buyer activation, first-purchase conversion, customer satisfaction, retention and loyalty.
• Own the operational delivery of the end-to-end buyer journey, ensuring a seamless and consistent customer experience.
• Monitor performance through KPIs, data analysis, CRM insights and customer feedback.
• Act as the escalation point for complex customer cases and cross-functional issues.
• Identify and implement process improvements, automation opportunities and best practices.
• Collaborate closely with Logistics, Finance, Claims, Marketing, Product, Operations and Technology teams.
• Support workforce planning, recruitment, onboarding and talent development.
• Deliver operational reporting and provide recommendations that improve customer engagement and business performance.

What You'll Bring

• Native Portuguese and professional proficiency in Spanish.
• Business fluent English (C1 level or equivalent).
• 5+ years of experience in Customer Success, Customer Care, Account Management, Buyer Engagement or similar customer-facing functions.
• Previous experience leading, coaching and developing high-performing teams.
• Strong understanding of customer lifecycle management, customer retention and customer experience.
• Experience working with CRM platforms and customer engagement tools.
• Ability to influence and drive results across cross-functional teams and stakeholders.
• A commercially minded, proactive approach balanced with a genuine passion for customer success.
• Strong analytical and problem-solving capabilities.

Nice to Have

• Experience in automotive, vehicle remarketing or digital marketplace environments.
• Experience leading multilingual or geographically dispersed teams.
• Experience with Salesforce, Microsoft Dynamics or similar CRM platforms.
• Exposure to automation, customer journey optimisation and lifecycle programmes.
• Bachelor's degree in Business, Management, Operations or a related field.

Why Join Cox Automotive?

At Cox Automotive, we're building the future of automotive commerce. You'll have the opportunity to:

• Work in a truly international environment.
• Play a key role in our ambitious European growth strategy.
• Lead and develop a talented multilingual team.
• Drive meaningful improvements through technology, automation and innovation.
• Shape the customer experience for thousands of buyers across Europe.
• Collaborate with passionate colleagues who are transforming the industry every day.

Cox Automotive does not accept unsolicited CVs or candidate profiles from recruitment agencies.

We have an established Preferred Supplier List (PSL) and will only engage agencies through our approved recruitment partners where a signed agreement is in place. Any unsolicited CVs submitted directly to hiring managers, employees, or any Cox Automotive representative without prior written approval from the Talent Acquisition team will be considered the property of Cox Automotive. No agency fees will be payable in relation to such submissions.

Thank you for respecting our recruitment process.