Head of Customer Experience

hace 4 semanas


Barcelona, Barcelona, España Dentsu Aegis Network A tiempo completo

About the Role:

We are seeking a highly experienced and strategic leader to join our team as Head of Customer Experience. As a key member of our leadership team, you will be responsible for designing, building, and scaling our customer support services to meet the needs of our rapidly growing business.

Key Responsibilities:

  • Develop a comprehensive customer support strategy that aligns with our business objectives and customer needs.
  • Collaborate with our technical teams to build and configure our support platform, ensuring it meets all functional requirements for multichannel support.
  • Define support workflows, escalation procedures, and service level agreements (SLAs) to ensure consistent, high-quality service delivery.
  • Establish metrics and KPIs to measure service performance, customer satisfaction, and upsell effectiveness.

Requirements:

  • Minimum of 7-10 years of experience in customer support or customer experience management, with at least 5 years in a leadership role.
  • Strong experience in working with Salesforce or similar CRM platforms, including implementation, customization, and optimization.
  • Proven track record in building and managing high-performing support teams, with excellent people management and development skills.
  • Strong knowledge of support operations, service design, and continuous improvement methodologies (e.g., Lean, Kaizen).
  • Demonstrated ability to identify and drive upsell opportunities within a customer support environment.
  • Proficient in data analysis, with the ability to use insights to improve service delivery and customer outcomes.
  • Exceptional verbal and written communication skills, with the ability to engage and influence stakeholders at all levels.
  • Proficiency in project management tools and methodologies, with experience managing complex, cross-functional projects.

What We Offer:

  • Attractive and great compensation package
  • Flexible work schedule #LI-Hybrid
  • Spanish/English lessons
  • Free life and health insurance
  • Career development through Dentsu University and LinkedIn Learning
  • Day off on your birthday
  • Annual wellness days
  • Merkle Care Employee Assistance Program
  • Merkle Benefits Club
  • Reduced fee in Andjoy
  • 2 volunteering days per annum
  • Flexible salary remuneration scheme

Inclusion and Diversity:

We are committed to creating an inclusive and diverse work environment that enables our employees to bring their whole selves to work and be proud of doing so.

We encourage applications from people with disabilities, and of all ages, nationalities, backgrounds, and cultures.

Location:

Barcelona

Brand:

Merkle

Time Type:

Full time

Contract Type:

Permanent



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