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 integral retail environment and contribute to Amplifon's people-first culture.
Compensaciones / Beneficios 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

📌 Customer Care Manager (Barcelona)
🏢 Amplifon
📍 Barcelona