Senior Customer Care Manager

hace 2 semanas

Barcelona, España GSMA A tiempo completo

As Senior Customer Care Project Manager, you are responsible for Customer Care process and service assessment and design. You deliver Customer Care solutions across the Mobile World Congresses, including project plan ownership, budget ownership, compliance ownership and reporting to and managing stakeholders on project and solution status. Where necessary, you create and deliver business cases related to Customer Care processes and services. You are responsible for small/medium scale request for proposals (RFP) management, as well as strategic account management, vendor assessment and management, and contract management relating to the delivery of customised services and solutions.

Department: Events Strategy & Operations Delivery

Location: Barcelona

Position type: Permanent

Reporting to: Head of Customer Care

About the GSMA

The GSMA represents the interests of mobile operators worldwide, uniting more than 750 operators with over 350 companies in the broader mobile ecosystem, including handset and device makers, software companies, equipment providers and internet companies, as well as organisations in adjacent industry sectors. The GSMA also produces the industry-leading MWC events held annually in Barcelona, Los Angeles and Shanghai, as well as the Mobile 360 Series of regional conferences.

For more information, please visit the GSMA corporate website at

About the Team

Collaboration is at the heart of what we do and as such this role will be expected to collaborate effectively and successfully with colleagues and counterparts from all teams working on shared objectives, all the time upholding the values of the GSMA.

Our Customer Care department delivers Event Technology, Registration and great Customer Experience to the events GSMA develop and delivers. Our team is diverse, innovative and fun to work with.

What the Hiring Manager Says

This role is to contribute, lead and provide innovative ideas to deliver service design, customer experience and customer support to attendees and exhibitors at MWC Barcelona, Shanghai, Las Vegas and M360 events.

About the Role

The Customer Care Manager will lead day-to-day management of pro-active Customer Care, always ensuring our customers excellent customer experience. You will have overall responsibility for the implementation of the Contact Centre and Exhibitor Services strategies, including the onboarding and training of the outsourced team and driving a positive impact on the quality, efficiency, and engagement of Customer Care services, taking every opportunity to ensure that we are delivering cost-effective service excellence.

Our Customer Care Manager must have a can-do attitude, will work with internal teams and external partners (sales, finance, operations, registration, event technology and vendors) identifying business opportunities during project implementation and delivery; working closely with all stakeholders to implement cost-efficient processes, fostering effective cross-departmental communication, managing vendor relationships and ensuring business continuity.

As member of the Global Customer Care team, you will work to continuously improve the global operational framework to provide a global consistent Customer Experience (CX) approach on high standard.

Key responsibilities- Help to promote the vision of Customer Centricity in the organization- Oversees all Customer Care activities to attain operating goals at levels which meet customers’ needs while increasing standardization and efficiency- Detect the needs of customers, validating problems and discovering insights that can be activated so that they build a relevant, viable and innovative customer experience, aligned with the purpose of GSMA- Be the go-to person for Customer Support advice within organization and be responsible for maintaining and building strong customer support hubs across all events scheduled and delivered- Be an advocate for customers inside the organization, championing customer needs with product, innovation and technology teams- Be a key part of the strategy & operations team, working closely with counterparts of other areas to optimize and build innovative solutions that help solve problems for customers while promoting positive changes- Management onboarding process of new staff; training, coordinating and monitoring inhouse and outsourced customer care specialists/team members-
- Handling customer care escalations, including service irregularity claims, complaints, refund and compensation requests- Manage the relationship with certain client segments ensuring their information will be added to the system correctly, regular account management and communication with them- Implement outbound communication plan and schedule Call to Action (CTA) reminders and chase clients for outstanding information i.e., compulsory forms, website entries, general information, etc.- Onsite presence to ensure delivery of Customer Care at exhibitions and conferences. Handling o

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