Experteer Overview
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As Customer Care Manager, you lead and transform the multinational customer care function to deliver an outstanding omnichannel experience. You will drive strategic and operational performance, partnering with retail, Marketing, Sales, IT and stores to align initiatives with the business mission. You shape processes, implement data-driven improvements, and leverage AI/chatbots to elevate service quality. This is a chance to scale customer care excellence in a global retail environment and contribute to Amplifon’s people-first culture.
Compensaciones / Ventajas
• Lead transformation and optimization of customer care processes to boost efficiency, innovation, and service excellence
• Develop and implement an omnichannel customer care strategy ensuring seamless experiences across touchpoints
• Monitor and improve KPIs including NPS, response times, and resolution rates using data to drive improvements
• Champion customer-centric initiatives and leverage technology (CRM, automation, AI/chatbots) to enhance service quality and efficiency
• Partner with retail stores and cross-functional teams (Marketing, Sales, IT)



to improve customer experience and ensure business alignment
• Lead, coach, and develop the Customer Care team fostering a high-performance culture
• Manage departmental resources and budget to support business priorities
Responsabilidades
• 5-7 years of experience in customer service management, preferably in retail
• Strong team management skills with experience leading cross-functional and international teams
• Strategic thinker with a pragmatic, results-oriented approach
• Experience in managing multi-channel interactions and integrating touchpoints
• Focus on customer satisfaction and long-term relationship xqbhyrx management
• Ability to analyze and interpret data for strategic and tactical decisions
• Excellent communication and negotiation skills with customers and internal partners
• Fluency in Spanish and English with ability to influence stakeholders at all levels
• Experience working directly in stores or managing retail operations
Requisitos principales
• hybrid model with remote days
• flexible hours and summer schedule
• structured onboarding and store visits
• continuous learning and career development
• birthday off
• coaching or psychological support

📌 Customer Care Manager (Barcelona)
🏢 Amplifon
📍 Barcelona