Senior Customer Care Manager

hace 2 meses

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

  • Customer Success Manager

    hace 25 minutos

    Barcelona, Barcelona, España Accs - Ares Customer Care Solutions Gmbh A tiempo completo

    About the RoleWe are seeking a highly skilled and experienced Customer Success Manager to join our team at Accs - Ares Customer Care Solutions Gmbh. As a key member of our customer success team, you will be responsible for driving customer growth and retention through strategic account management, digital transformation, and e-commerce operations...

  • Customer Care and Sales Ambassador

    hace 6 días

    Barcelona, Barcelona, España ACCS - ARES Customer Care Solutions GmbH A tiempo completo

    About the JobWe are seeking a highly skilled Customer Care and Sales Specialist to join our team at ACCS - ARES Customer Care Solutions GmbH. As a key member of our sales team, you will be responsible for providing exceptional customer experiences and driving sales growth.Key ResponsibilitiesProvide expert advice and sales discussions with pre-qualified...

  • Customer Care Intern

    hace 1 mes

    Barcelona, España Customer Labs A tiempo completo

    .At Amenitiz, we're on a mission to democratise technology for independent hoteliers worldwide, from the bustling streets of Paris to the serene Uyuni Salt Flats in Bolivia.Empowering over 12,000 hoteliers worldwide, we're not just another SaaS scaleup - we're revolutionising one of the world's oldest industries. With over $50M raised from top-tier VCs...

  • Customer Care Intern

    hace 1 mes

    Barcelona, España Customer Labs A tiempo completo

    .At Amenitiz, we're on a mission to democratise technology for independent hoteliers worldwide, from the bustling streets of Paris to the serene Uyuni Salt Flats in Bolivia.Empowering over 12,000 hoteliers worldwide, we're not just another SaaS scaleup - we're revolutionising one of the world's oldest industries. With over $50M raised from top-tier VCs...

  • Customer Success Manager

    hace 5 días

    Barcelona, Barcelona, España ACCS - ARES Customer Care Solutions GmbH A tiempo completo

    About the RoleWe are seeking a highly skilled Customer Success Manager to join our team at ACCS - ARES Customer Care Solutions GmbH. As a key member of our organization, you will be responsible for driving business growth and ensuring customer satisfaction.Key ResponsibilitiesDevelop and execute strategic plans to drive business growth and customer...

  • Customer Success Manager

    hace 6 días

    Barcelona, Barcelona, España ACCS - ARES Customer Care Solutions GmbH A tiempo completo

    About the RoleWe are seeking a highly skilled Customer Success Manager to join our team at ACCS - ARES Customer Care Solutions GmbH. As a key member of our organization, you will be responsible for driving business growth and ensuring customer satisfaction.Key ResponsibilitiesDevelop and execute strategic plans to drive business growth and customer...

  • Customer Care Manager

    hace 3 meses

    Barcelona, España papernest A tiempo completo

    For almost 10 years, papernest has successfully assisted over 1.5 million users in alleviating one of life's most tedious tasks: contract management. Our innovative solution empowers customers to seamlessly move, manage, and switch their contracts, all within a unified platform, and best of all, for free. Our services are available across France, Spain and...

  • Customer Care Manager

    hace 1 mes

    Barcelona, España Exoticca A tiempo completo

    What is Exoticca?Exoticca is a pioneering online travel agency that has revolutionized the conception, production, and e-commerce of long-distance dream trips.At the core of Exoticca's brand equity is the commitment to "creating life milestones."We believe in delivering best-value trips, exploring unique destinations, curating extraordinary travel...

  • Customer Care Manager

    hace 6 días

    Barcelona, Barcelona, España TCL Electronics Europe A tiempo completo

    About TCL Electronics Europe: As a leading consumer electronics company, we specialize in the development and manufacturing of innovative products. Our mission is to provide exceptional customer experiences through our commitment to quality, innovation, and customer satisfaction.Team Development: We believe in fostering a culture of growth and development...

  • Customer Care Manager

    hace 5 días

    Barcelona, Barcelona, España TCL Electronics Europe A tiempo completo

    About TCL Electronics Europe: As a leading consumer electronics company, we specialize in the development and manufacturing of innovative products. Our mission is to provide exceptional customer experiences through our commitment to quality, innovation, and customer satisfaction.Team Development: We believe in fostering a culture of growth and development...

  • Customer Success Manager Bogotá D.C. · Híbrido

    hace 15 horas

    Barcelona, España Accs - Ares Customer Care Solutions Gmbh A tiempo completo

    As a Customer Success Manager at Instaleap, you will be thestrategic partner for our customers at every stage of the process.You will be the key person for communicating our customer's needs to our product team and will be focused to teach our clients how to take advantage of all of Instaleap's features and how they can solve their business needs.You will be...

  • Customer Care Officer

    hace 4 semanas

    Barcelona, Barcelona, España Qonto A tiempo completo

    Our mission? Making day-to-day banking easier for SMEs and freelancers thanks to an online business account that's combined with invoicing, bookkeeping and spend management tools. Thanks to its innovative product, highly reactive 24/7 customer support and clear pricing, Qonto has become the leader in its market.Our journey: Founded by Alexandre and Steve in...

  • Customer Care Line Manager Thefork

    hace 3 meses

    Barcelona, España Tripadvisor A tiempo completo

    Welcome to our fabulous world. We are **_TheFork_**. Our mission is to **_bring happiness through amazing dining experiences,_** thanks to our 3 main products: **TheFork App** : the restaurant discovery and booking app for every occasion ️ **TheFork Manager** : the tool to digitize restaurant operations and be in full control of your business **TheFork...

  • Senior Customer Success Manager

    hace 3 meses

    Barcelona, España Join Our Team A tiempo completo

    Beyond is the global leader in revenue management, helping hosts and property managers unlock new ways to generate the most revenue with their vacation rentals. Since pioneering dynamic pricing for the vacation rental market a decade ago, Beyond has supported millions of listings globally and helped customers increase their annual revenue by an average of...

  • Senior Product Manager Critical Care

    hace 2 meses

    Barcelona, España Mcr International A tiempo completo

    MCM-2407-235SENIOR PRODUCT MANAGER CRITICAL CAREBARCELONA Importante compañía multinacional del sector farmacéutico está en búsqueda de un Product Manager de Marketing para una nueva línea de productos de Critical Care, con base en Barcelona. El candidato seleccionado será responsable de desarrollar e implementar estrategias de marketing innovadoras...

  • Customer Success Manager Bogotá D.C. · Híbrido

    hace 7 días

    Barcelona, España Accs - Ares Customer Care Solutions Gmbh A tiempo completo

    As a Customer Success Manager at Instaleap, you will be the strategic partner for our customers at every stage of the process .You will be the key person for communicating our customer's needs to our product team and will be focused to teach our clients how to take advantage of all of Instaleap's features and how they can solve their business needs.You will...

  • Team Lead, Customer Care

    hace 3 semanas

    Barcelona, España Clarivate A tiempo completo

    **Overview**: **Clarivate is seeking a Team Lead, Customer Care to lead our EMEA team of Technical Support Analysts and Senior Analysts in technical product support and customer communication supporting EX Libris Alma product within our Academia and Government suite of products.**: **In this role, you will mentor and coach the technical support...

  • Customer Success Manager Bogotá D.C. · Híbrido

    hace 7 días

    Barcelona, España Accs - Ares Customer Care Solutions Gmbh A tiempo completo

    As a Customer Success Manager at Instaleap, you will be the strategic partner for our customers at every stage of the process . You will be the key person for communicating our customer's needs to our product team and will be focused to teach our clients how to take advantage of all of Instaleap's features and how they can solve their business needs.You will...

  • Customer Care Supervisor

    hace 2 meses

    Barcelona, España Civitatis A tiempo completo

    ¿Te apasionan los viajes, la culturay el ocio y tienes ganas de participar en el crecimiento de la empresa Nº 1 en servicios turísticos en español?Nuestro equipo no para de crecer y buscamos personas con talento e ilusión por desarrollarse. Somos un equipo joven, multicultural e innovador que entiende cada día como un desafío y una nueva oportunidad...

  • Senior Product Manager Critical Care

    hace 2 meses

    Barcelona, España Mcr International A tiempo completo

    MCM-2407-235SENIOR PRODUCT MANAGER CRITICAL CAREBARCELONAImportante compañía multinacional del sector farmacéutico está en búsqueda de un Product Manager de Marketing para una nueva línea de productos de Critical Care, con base en Barcelona . El candidato seleccionado será responsable de desarrollar e implementar estrategias de marketing innovadoras...