Amplifon is an Italian multinational company and the global leader in hearing care solutions and services, recognized for its retail expertise, customization and consumer care.More than 20,000 professionals in a network of 9,500 points of sale are present in 26 countries worldwide, empowering people to rediscover all the emotions of sound every day.In our journey towards empowering people, Amplifon has been awarded Integral Top Employer Company by Top Employers Institute in 2026, becoming the only company in the hearing care sector to obtain this international recognition for its people management and workplace practices.We are seeking an experienced Customer Care Manager with a strong track record of leading and transforming customer care teams and processes within multinational retail environments.The role is responsible for driving both the strategic and operational performance of the Customer Care function, enhancing the customer experience through an omnichannel approach, and ensuring service excellence through KPI and NPS management.Lead the transformation and optimization of customer care processes, driving efficiency, innovation, and service excellence. Develop and implement an omnichannel customer care strategy, ensuring a seamless customer experience across all touchpoints. Monitor and improve key KPIs, including NPS, response times, resolution rates, and customer satisfaction,



using data to drive continuous improvement.

Champion customer-centric initiatives and leverage technology (CRM, automation, AI/chatbots) to enhance service quality and operational efficiency. to improve customer experience and ensure alignment across the business. Lead, coach, and develop the Customer Care team, fostering a high-performance, customer-focused culture. Manage departmental resources and budget to support business priorities.Requirements:Minimum of 5-7 years of experience in customer service management, preferably in the retail sector.Strong team management skills, with experience leading cross-functional and international teams.

Ability to analyze and interpret data to make strategic and tactical decisions.Fluency in both Spanish and English, with excellent communication skills and the ability to influence stakeholders at all levels of the organization.Hybrid model: up to 9 remote workdays/month, flexible hours, summer intensive schedule & short Fridays. Structured onboarding with workshops, store visit & networking events with other new joiners just like you! Access to coaching or psychological support.

Flexible benefits and extra budget apart from your salary to use as you please (health insurance, ticket restaurant, learning, transport etc). A diverse, inclusive, and global culture where DEIB is part of everything we do.

📌 Customer Care Manager (Cataluña)
🏢 Amplifon
📍 Cataluña