Brain RPO
is looking for a strategic, hands-on leader ready to own the customer experience from day one on behalf of one of our clients in the
Automotive Industry
. You'll bring CRM strategy, loyalty programme design and cross-functional leadership together to turn insights into real business impact. Strong analytical thinking, executive-level communication, and comfort in a fast-paced, multicultural, scale-up environment are a must.

*What You'll Do:*

As Customer Experience Manager, you'll own the end-to-end customer journey, from first enquiry to renewal, ensuring every touchpoint drives satisfaction, retention and loyalty. Working closely with Sales, Aftersales, Marketing and Digital, you'll translate customer insights, NPS and CRM data into concrete improvements, acting as the internal voice of the customer.

*Key Responsibilities:*

➤
CX Strategy & Customer Journey

Define and own the multi-market customer experience strategy, mapping and continuously optimising the end-to-end journey across all touchpoints, including digital, physical and omnichannel interactions.

➤




Customer Relationship Management (CRM)

Own the CRM platform, data architecture and lifecycle programmes to enable personalisation, automate communications and deliver commercial outcomes across all markets.

➤
Loyalty Programme Design & Management

Build, scale and adapt a proprietary automotive loyalty programme, designing the rewards mechanics, partner ecosystem and engagement tracks that convert CRM data into long-term customer loyalty.

➤ Customer Feedback & Insights

Collect and analyse customer feedback across all channels, including surveys, reviews, social listening and direct communication, to identify improvement opportunities and feed strategic decisions.

➤ Performance, Data & Reporting

Own the CX performance dashboard, track NPS, CSAT and CES outcomes, and deliver structured reporting to measure the impact of all CX initiatives.

➤ International Expansion & Leadership

Lead and dev

📌 Customer Experience Manager (Barcelona)
🏢 BrainRPO
📍 Barcelona