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Senior Customer Experience Manager

Senior Customer Experience Manager

beBeeITMadrid, España
Hace 4 días
Descripción del trabajo

Transformative IT professionals wanted to spearhead customer experience initiatives. We seek a seasoned leader to oversee our customer service operations and drive business excellence.

Key Responsibilities :

  • Lead the delivery of exceptional customer experiences across various communication channels.
  • Collaborate with cross-functional teams for swift resolutions to customer inquiries.
  • Strategically resolve customer issues, fostering stronger relationships through personalized pre-sales services and post-sales follow-ups.
  • Develop process solutions with business stakeholders, ensuring seamless project implementations and mitigating potential risks and challenges.
  • Create and analyze strategic dashboards using data visualization tools like Power BI or Tableau, integrating SQL databases for data extraction, analysis, reporting, and performance tracking.
  • Optimize CRM systems to enhance workflows and customer engagement.
  • Perform other duties assigned by management.

Requirements :

  • Native or bilingual Spanish proficiency.
  • Business-level English proficiency.
  • Bachelor's degree or higher completed.
  • 3 years of experience in process enhancement and project management in consumer experience, innovation, and e-commerce.
  • Strong communication skills with all levels of stakeholders.
  • Customer-centric mindset, good team player, and collaborative working culture.
  • Self-motivated, with a desire to push for changes creating impact and value for the organization.
  • Ability to thrive in a fast-paced environment, anticipating and adapting to evolving needs.
  • Analytical mindset with strong problem-solving and data analysis skills, able to innovate and perform under pressure.
  • Ability to function independently and within a team environment, motivating and coaching staff to maximize individual potential.
  • Ability to travel for work as needed.
  • Proficient in Microsoft Office, Power BI, Tableau, and SQL.
  • Experience with CRM tool optimization.
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    Customer Experience Manager • Madrid, España