CX Manager

Pluxee

Location: Madrid
Work arrangement: Hybrid
Job type: Full-time
Posted yesterday

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Key skills in this ad

Skills and tools

Salesforce
CRM

Experience

5–7 years of experience
3 years of experience

Languages

English
Spanish

Qualifications

Bachelor’s
Master’s degree

Picked out automatically from the employer's ad. Read the full description before applying.

About this role

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.

Permanent Regular

Job Description:

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.

Join Pluxee as a Customer Care Manager and lead the delivery of outstanding Customer and Agent Experiences across all support channels. You will be responsible for driving operational performance, developing and engaging the care team, and ensuring consistent, high-quality service delivery. Working closely with local and global stakeholders and external partners, you will continuously improve customer journeys, optimize processes and drive operational excellence, ensuring every interaction reflects Pluxee’s commitment to empathy and service excellence.

*🚀 Your next challenge*

1.Customer Care Leadership & Operations

Lead Customer Care teams and daily operations across all support channels, ensuring efficient resource allocation, service continuity and high performance.

Foster a customer-centric culture and drive team engagement and development.

Customer & Agent Experience

Ensure best-in-class Customer and Agent Experience across all touchpoints.

Drive agent development through coaching, training and knowledge management.

Improve customer journeys in collaboration with Marketing, Digital, IT and other stakeholders.

Performance & Quality Management

Monitor Customer Care KPIs and dashboards, ensuring service levels, quality, productivity and customer satisfaction targets are achieved.

Identify performance gaps and implement continuous improvement actions.

Stakeholder & Vendor Management

Manage customer escalations and collaborate with cross-functional teams to ensure effective resolution and improve customer experience.

Oversee third-party Contact Center and technology vendors (Salesforce, Genesys), ensuring service quality and performance.

Continuous Improvement & Governance

Drive process optimization, automation and self-service initiatives aligned with global standards and local business needs.

Ensure compliance with company policies, data protection regulations and applicable requirements.

*🌟 You’re a match*

Bachelor’s or Master’s degree in Business, Customer Service, Operations, or a related field.
5–7 years of experience in Customer Care or Service roles.

+3 years of experience managing end-to-end Customer Care operations , including internal teams and outsourced partners.

Proven ability to lead, motivate and develop large teams, fostering engagement, accountability, collaboration and a high-performance culture.

Strong coaching and people development skills, with a track record of building empowered teams, developing talent and driving individual and collective performance.

Strong knowledge of Customer Experience methodologies, including - Customer Journey Mapping, Feedback Management, customer satisfaction surveys and NPS analysis.

Proven experience defining, monitoring and improvingoperational KPIs, such as SLA, resolution time, AHT, FCR, productivity and customer satisfaction.

Strong knowledge of CRM and contact center technologies (Salesforce, Genesys or similar), digital solutions, AI and automation.

Experience in vendor management, workforce planning and contact center forecasting is a plus.

Experience leading organizational change, transformation and continuous improvement initiatives, with a strong customer-centric and results-driven mindset.

Excellent stakeholder management and communication skills, ability to navigate fast-paced and ambiguous environments.

Fluent in English and Spanish speaker.

Availability to work in hybrid model: 2 times a week at home and 3 at the office.

*☀️ Why join Pluxee?*

Join an inclusive team: work at the heart of the community alongside 5,000 experts across 29 countries - we embrace diversity and value uniqueness, fostering a workplace where everyone can thrive.

Turn inspiration into possibility: get space to try new ideas, experiment and move the world of work forward as you bring new digital experiences - and moments of connection - to millions of people.

Make a positive impact: touch millions of lives and create meaningful change for people and the world we share, supporting our commitments to diversity, sustainability, and local economies.

Grow with us: get support you need to take meaningful steps in your career, whether you're performing your work/life balance or learning new skills.

Why join Pluxee?

Join an inclusive team

Work at the heart of the community alongside 5,000 experts across 29 countries - we embrace diversity and value uniqueness, fostering a workplace where everyone can thrive.

Turn inspiration into possibility

Get space to try new ideas, experiment and move the world of work forward as you bring new digital experiences - and moments of connection - to millions of people.

Make a positive impact

Touch millions of lives and create meaningful change for people and the world we share, supporting our commitments to diversity, sustainability, and local economies.

Grow with us

Get support you need to take meaningful steps in your career, whether you're performing your work/life balance or learning new skills.

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