Director de CX

YOU ARE A MATCH IF...

Education:
Master's degree in Customer Service, Marketing, Business Administration, or a related field.

Work Experience:
Bachelor's Degree.
10+ years of experience in Customer Care, Customer Experience or Service Management.
5+ years leading Customer Experience, Customer Service or Contact Center organizations at senior management or director level.
Proven experience designing and implementing Customer Experience strategies.
Strong experience managing outsourced Customer Care operations and third-party providers.
Experience leading business transformation, service redesign and continuous improvement programmes.
Experience managing multi-channel teams and delivering service improvements in local markets.
Familiarity with digital services and employee benefits; banks, telco; insurances, fintech sector is a plus

Skills & Certifications:
Strong understanding of CX measurement tools and feedback methodologies.
Proficiency in CRM platforms (e.g., Salesforce).
Experience with VoC programs and quality assurance routines.

Expertise in Customer Experience methodologies, Voice of Customer programmes and Customer Journey Management.
Strong knowledge of NPS methodologies, customer satisfaction programmes and customer analytics.
Deep understanding of Contact Center operations, workforce management and service delivery models.
Experience with CRM and Customer Service technologies, preferably Salesforce and Genesys.
Strong analytical, financial and business acumen.

Languages:
Spanish: native

Leadership capabilities

• Strategic and customer-centric mindset.
• Strong leadership and stakeholder management skills.
• Ability to influence across functions and organizational levels.
• Strong communication and executive presentation skills.
• Results-oriented and data-driven decision maker.
• Change leadership and transformation capabilities.
• Collaborative leadership style with strong people development focus

At Pluxee, we shape the world of employee benefits and engagement by bringing to life a personalized and sustainable employee experience, at work and beyond.

The Customer Care & Customer Experience Director is responsible for defining and executing the Customer Experience strategy for Pluxee Spain, ensuring that customer and user insights drive decision-making, service excellence, operational efficiency, and business growth. It ensures adherence to performance targets while promoting collaboration with global and central functions to implement standards, tools, and continuous improvement initiatives.

Reporting to the Country CMD, this role leads the Customer Care and Customer Experience function, overseeing customer service delivery, customer satisfaction measurement, outsourcing governance, service transformation initiatives and continuous improvement programmes. The role acts as the voice of the customer within the organisation, ensuring customer-centricity is embedded across processes, products and business decisions.

The Customer Care & CX Director is a key member of Pluxee Spain Leadership team and a strong contributor on company strategy definition and execution

YOUR NEXT CHALLENGE

Responsibilities:

• Define and lead the Customer Care & Customer Experience strategy aligned with business objectives.
• Promote a customer-centric culture across the organisation.
• Establish Customer Experience priorities and improvement roadmaps.
• Ensure customer and user insights are translated into business actions and measurable outcomes.
• Champion customer experience as a key differentiator for Pluxee Spain.
• Oversee the end-to-end customer care model across all clients, users and merchants touchpoints.
• Ensure efficient, reliable and high-quality service delivery through internal and outsourced teams.
• Drive operational excellence through governance, monitoring and continuous improvement.
• Ensure achievement of service, quality and customer satisfaction targets.

3. Own Voice of Customer and Customer Satisfaction programmes

• Define and govern customer listening programmes, including NPS and customer satisfaction measurement methodologies.
• Analyse customer feedback and behavioural insights to identify opportunities and risks.
• Drive company-wide action plans to improve customer satisfaction and loyalty.
• Report customer experience performance to CLT members.

4. Drive transformation, innovation and continuous improvement

• Lead transformation initiatives focused on customer experience, service efficiency and digital adoption.
• Sponsor automation, self-service, AI and digital initiatives to improve client and employee experience.
• Identify process improvement opportunities and implement scalable solutions.
• Simplify customer journeys and reduce customer effort.
• Foster a culture of innovation and continuous improvement.
• Define and govern the outsourcing strategy for Customer Care.
• Manage strategic relationships with Contact Center and technology providers.
• Ensure delivery of contractual commitments, service levels and operational excellence.
• Lead governance committees and performance reviews with external partners.
• Develop and monitor Customer Care and Customer Experience dashboards.
• Analyse operational and customer metrics to identify trends and opportunities.
• Translate insights into business recommendations and improvement initiatives.
• Promote data-driven decision-making.
• Partner with Commercial, Product, Marketing, Technology, Finance and Operations teams to improve customer journeys.
• Ensure customer needs are considered in strategic and operational decisions.
• Support business transformation projects from a customer perspective.
• Represent the voice of customers and users in strategic projects.
• Own Customer Care budgets and resource planning.
• Monitor cost-to-serve and operational efficiency indicators.
• Identify productivity and optimization opportunities.
• Ensure sustainable and scalable service delivery.

Permanent Regular

English: bilingual
French a plus

Working Conditions:
For global, regional, or area roles:
Hybrid working patterns depending on the host country policies. Collaboration across different countries, functions, and time zones. Travel may be required depending on business needs.
For local roles:
Hybrid working environment depending on local policies. Collaboration with local business teams and relevant regional or global stakeholders. Occasional travel may be required depending on business needs.

Competencies:
Customer Experience Management - Design and implement local experiences across channels to build loyalty and satisfaction.
Customer Service Expertise - Practical understanding of care workflows, interaction handling, and support quality.
CRM Systems - Ability to operate and optimize tools such as Salesforce for visibility and efficiency.
Journey Mapping and Feedback Use - Translate customer input into experience improvements.
Quality Monitoring and Reporting - Apply KPIs and insights to refine local care strategies.