At Pluxee, we shape the world of employee benefits and engagement by bringing to life a personalized and sustainable employee experience, at work and beyond.
Permanent Regular
Job Description:
The Customer Care & Customer Experience Director is responsible for defining and executing the Customer Experience strategy for Pluxee Spain, ensuring that customer and user insights drive decision-making, service excellence, operational efficiency, and business growth. It ensures adherence to performance targets while promoting collaboration with general and central functions to implement standards, tools, and continuous improvement initiatives.
Reporting to the Country CMD, this role leads the Customer Care and Customer Experience function, overseeing customer service delivery, customer satisfaction measurement, outsourcing governance, service transformation initiatives and continuous improvement programmes. The role acts as the voice of the customer within the organisation, ensuring customer-centricity is embedded across processes, products and business decisions.
The Customer Care & CX Director is a key member of Pluxee Spain Leadership team and a strong contributor on company strategy definition and execution
YOUR NEXT CHALLENGE
Responsibilities:
Define and execute the Customer Experience strategy
Define and lead the Customer Care & Customer Experience strategy aligned with business objectives.
Promote a customer-centric culture across the organisation.
Establish Customer Experience priorities and improvement roadmaps.
Ensure customer and user insights are translated into business actions and measurable outcomes.
Champion customer experience as a key differentiator for Pluxee Spain.
2. Lead Customer Care delivery and service excellence
Oversee the end-to-end customer care model across all clients, users and merchants touchpoints.
Ensure efficient, reliable and high-quality service delivery through internal and outsourced teams.
Drive operational excellence through gover
📌 CX Director (Madrid)
🏢 Pluxee
📍 Madrid