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Job Title

Senior Customer Service Specialist

Designation

SrCustomerServiceSpecialist

Location

Barcelona

Job Summary

The Senior Customer Service Specialist will be responsible for the end-to-end execution of Email and Contact Centre campaigns across the EMEA region. This role involves collaborating with various teams to ensure that campaigns align with commercial objectives, while also developing strategies to enhance customer engagement and insights. The idóneo candidate will possess strong CRM tool navigation skills and a passion for delivering exceptional customer experiences.

Responsibilities

- Manage the end-to-end process of Email and Contact Centre campaign briefs, ensuring timely execution across the EMEA region.
- Deliver EMEA CRM operations by overseeing campaign reporting and performance analysis.
- Assist the CRM Lead in the development of quarterly and annual strategy planning to enhance customer engagement.
- Collaborate with the design team to source images and ensure that creative materials adhere to industry best practices and meet the requirements of the campaign brief.
- Develop and implement a robust Test & Learn strategy to gather vital customer insights, enabling continuous evolution of the channel.
- Liaise with the Store Team to ensure all campaigns align with the Store’s commercial objectives and enhance overall performance.
- Compile content for ad‑hoc communications, ensuring clarity and relevance to the target audience.
- Identify and implement new innovations for the channel to improve customer engagement and operational efficiency.

Mandatory Skills

- Proficient in CRM tool navigation,



specifically Salesforce or Siebel.
- Strong analytical skills with the ability to interpret campaign performance data.
- Excellent communication skills, both written and verbal, with a focus on customer engagement.
- Ability to work collaboratively in a cross‑functional team environment.
- Strong organizational skills with the ability to manage multiple projects simultaneously.

Preferred Skills

- Experience in campaign management within the EMEA region.
- Familiarity with digital marketing best practices and customer engagement strategies.
- Creative problem‑solving skills and a proactive approach to identifying opportunities for improvement.
- Knowledge of industry trends and innovations in CRM and customer service.

Qualifications

- Bachelor’s degree in Marketing, Business Administration, or a related field.
- Relevant certifications in CRM tools or digital marketing are a plus.

About Mphasis

Mphasis applies next‑generation technology to help enterprises transform businesses globally. Customer centricity is foundational to Mphasis and is reflected in the Mphasis’ Front2Back™ Transformation approach. Front2Back™ uses the exponential power of cloud and cognitive to provide hyper‑personalized digital experience to clients and their end customers.



Mphasis’ Service Transformation approach helps ‘shrink the core’ through the application of digital technologies across legacy environments within an enterprise, enabling businesses to stay ahead in a changing world. Mphasis’ core reference architectures and tools, speed and innovation with domain expertise and specialization are key to building strong relationships with marquee clients.

Equal Opportunity Employer

Mphasis is an equal opportunity/affirmative action employer. We provide equal employment opportunities to applicants and existing associates and evaluate qualified candidates without regard to race, gender, national origin, ancestry, age, color, religious creed, marital status, genetic information, sexual orientation, gender identity, gender expression, sex (including pregnancy, breast feeding and related medical conditions), mental or physical disability, medical conditions military and veteran status or any other status or condition protected by applicable federal, state, or local laws, governmental regulations and executive orders. View the EEO in the law poster here, view the EEO in the law supplement here. To view the pay transparency nondiscrimination provision please click here and to view the E‑Verify posting click here.

Mphasis is committed to providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of disability to search and apply for a career opportunity, please send an email to and let us know your contact information and the nature of your request.

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Postúlate en Kit Empleo: kitempleo.es/empleo/6l7kr3

📌 SrCustomerServiceSpecialist (Barcelona)
🏢 Mphasis
📍 Barcelona