Overview
Compruebe que cumple con los requisitos de habilidades para este puesto, así como con la experiencia asociada, y luego envíe su CV a continuación.
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 / Beneficios
hybrid model with remote days
versátil 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 xqbhyrx 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