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 mult

📌 SrCustomerServiceSpecialist (Barcelona)
🏢 Mphasis
📍 Barcelona