Overview

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 / Incentivos 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

Responsabilidades 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

Requisitos principales 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 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 leadership communication negotiation

CRM automation

AI/chatbots

📌 Customer Care Manager (Barcelona)
🏢 Amplifon
📍 Barcelona