Customer Experience Manager Barcelona
hace 1 mes
As a Customer Experience Manager, you will lead the strategy to ensure that every experience within our spaces is memorable for our Monday community. We have a team of 50 people and 11 centers in Barcelona, Madrid, Málaga, Andorra, and Lisbon. Your mission will be to ensure that the experience of our workers is always the priority, focusing on customer service, their well-being, and the satisfaction of our community. It is essential to maintain consistency and quality across all our centers, ensuring that each space reflects the essence and strength of Monday. You will implement and supervise protocols and processes to ensure their proper execution, providing a uniform and high-quality experience across all our centers. With a community of over 500 companies and users, your ultimate goal will be to guarantee that the Customer Experience at Monday is the best in the Flex Sector, contributing to the optimal performance of the entire company.What profile are we looking for?4-5 years of experience coordinating work teams in customer experience/service, preferably in companies known for providing top-level services, such as boutique hotels, large restaurateurs, or prestigious retailers. The candidate must be located in Barcelona.Experience in coordinating teams across different locations, collaborating with various departments (sales, operations, front desk).Experience in creating and implementing strategies to enhance the customer experience.Excellent communication and negotiation skills to efficiently resolve problems, ensuring customer satisfaction.Strong attention to detail and excellence.Availability to travel to our centers in Barcelona, Madrid, Málaga, Andorra, and Lisbon.Catalan, Spanish, and English at an advanced level.What will I do?Think and execute the strategy for the direct team, consisting of more than 20 people, to ensure that the customer experience is reflected in the daily operations of the spaces, including meeting rooms, private offices, one-to-one meetings, cafeterias, Monday Coffay, gym, and gaming areas.Coordinate and supervise the teams at each Monday center, ensuring that the Customer Experience strategy is integrated across all areas, from the “look & feel” of each space to the customer service protocols.Be the first point of contact for the teams at the centers regarding incidents in the spaces, ensuring an exceptional and high-quality experience for our Monday community.Work closely with the operations, facilities, visual, and sales teams to ensure alignment with the standards of the Customer Experience strategy.Conduct analyses of the customer experience, identifying areas for improvement and opportunities to innovate in the service tailored to the needs of our community.Knowledge and understanding of the Net Promoter Score (NPS) as a tool to measure customer satisfaction and improve user experience.And what do we offer?Permanent contract.Full-time position of 40 hours per week, Monday to Friday.Immediate start.Opportunities for growth and professional development at Monday.Work in the best offices in Barcelona, in any of our centers, featuring comfortable common areas, spacious terraces, sea views, and a gym.
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