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Customer Experience Director

hace 2 meses

Madrid, Madrid, España Impulsyn A tiempo completo
Job Description

The Global Lead Customer Experience will oversee a team of 5 experts in Customer Experience and Engagement. Key responsibilities include:

Main Tasks
  • Create engagement strategies and take ownership of key engagement metrics (churn, upsell, downsell) across 3 markets.
  • Build, lead, develop, and train a high-performing team, ensuring the professional growth of each team member.
  • Ensure smooth coordination and communication with other teams: Product, Marketing, and Sales.
  • Take ownership of Customer NPS and define actions to improve results, ensuring the best experience and highest level of service for clients.
  • Support and assist clients (in alignment with the Support Lead).
Requirements
  • 4+ years of experience in customer care / customer service, with at least 2+ years in a leadership position.
  • Previous experience in a startup is preferred.
  • Proven track record of successfully managing, coaching, and developing a team.
  • Data-driven with experience in customer service software and CRM tools.
  • Structured mindset with attention to detail, always eager to optimize processes and team efficiency.
  • Service and customer-obsessed mindset.
  • Ability to thrive in a fast-paced and evolving environment.
  • Strong analytical and problem-solving ability with a data-driven mindset.
  • Strong stakeholder management skills and ability to perform under pressure.
  • Excellent verbal and written communication skills in English.
Benefits
  • Work on a disruptive project helping entrepreneurs and small businesses focus on what they love.
  • Opportunities for growth and professional development.
  • Being part of a startup that is growing internationally, where you can influence various teams and help shape the strategy of tomorrow.