CUSTOMER EXPERIENCE MANAGER

Pluxee is a global player in employee benefits and engagement that operates in 31 countries. Pluxee helps companies attract, engage, and retain talent thanks to a broad range of solutions across Meal & Food, Wellbeing, Lifestyle, Reward & Recognition, and Public Benefits.Powered by leading technology and more than 5,000 engaged team members, Pluxee acts as a trusted partner within a highly interconnected B2B2C ecosystem made up of more than 500,000 clients, 36 million consumers and 1.7 million merchants.Conducting its business as a trusted partner for more than 45 years, Pluxee is committed to creating a positive impact on all its stakeholders, from driving business to local communities, to supporting wellbeing at work for employees while protecting the planet.🚀 Your next challengeBringing Customer and Agent Experience to the next level by:Guaranteeing delivery of best in class Customer Experience.Managing strong supporting processes to continuously improve Agent's soft and hard skills.Overseeing multiple channels: phone, mail, webform, whatsapp, chat.Improving Customer Journeys together with Marketing, Digital, IT.Monitoring Customer Experience KPIs Dashboard.Managing third party vendors of business (Contact Center) and technology (Salesforce and Genesys integrator).🌟 You’re a matchProven experience of 5-7 years building Customer Experience approach with at least 3 years in a management role.Expertise in Customer Journey mapping and strong knowledge of Customer Care supporting processes.Expertise in Feedback Management methodology, client satisfaction survey and NPS analysis.Experience in service B2B and B2C. Industries as banking, insurance, telecom and BPOs will be a plus.Solid experience in building and monitoring Customer Experience dashboard KPIs such as SLA tickets resolution, AHT, FCR, productivity, etc.Proficient in Salesforce y Genesys, or similiar.Experience managing third party vendors.Knowledge on routing queues´ architecture, forcasting and Erlang.Digital and Artificial Intelligence awareness (chatbot, web platform, …)Fluent in English and native Spanish speaker.Ability to deliver powerful customer-centric solutions.Ability to create partnerships and work collaboratively with others to meet shared objectives.Ability to consistently achieve results, even under tough circumstances.Ability to build strong-identity teams that apply their diverse skills and perspectives to achieve common goals.Ability to work in a fast-paced environment and deal with ambiguity.📍 Your locationMadrid☀️ Happy at work1) A meaningful job: Be the change! Help us build the future of employee benefits by bringing to life sustainable and personalized experiences and contribute to make a real impact on millions of lives. Our business model delivers not just for individuals but their communities too, by supporting local businesses and economies.2) A great culture: People matter – a lot! Be part of a multicultural team that moves as one in a fast paced and innovative environment. We respect and care authentically about our people, we embrace wellbeing and work-life balance, new ideas and we have a lot of fun!3) An empowering environment: Be yourself! At Pluxee we proudly embrace diversity and value the uniqueness of our talents, fostering an inclusive work place where all abilities are celebrated, and equal learning and growing opportunities are a given.