MET Retail is a new chapter for the group: bringing energy directly to households. We're building a technology-driven retail platform for power and gas, with a digital, customer-first model. Join us on this exciting journey and you'll help shape how this company works, with real ownership from day one.
MET Retail is a new chapter for the group: bringing energy directly to households. We're building a technology-driven retail platform for power and gas, with a digital, customer-first model. Join us on this exciting journey and you'll help shape how this company works, with real ownership from day one.
He/She brings practical service knowledge into digital delivery: understanding customer, operational, commercial and regulatory needs, shaping how customers reach us and how we respond, and building a support function that is fast, compliant, measurable and AI-assisted by design rather than by retrofit.
The role covers the customer-facing layer of the end-to-end journey (from contracting to first bill, collection and service) across the contact channels,



self-service area and support tooling. The person in this role will own customer ticketing and service, customer engagement, the continuous optimisation of support including its tools, and claim management, end to end.
Key Responsibilities Act as the business reference point for customer service, engagement and claims across the Spanish operation and, subsequently, the markets that follow
Translate customer and regulatory objectives into clear service processes, procedures, service levels and quality standards
Design the omnichannel service model across phone, email, chat, WhatsApp, app and self-service portal
Build the ticketing operation: taxonomy, routing and prioritisation rules, SLA framework, escalation paths, and shift and capacity planning
Own the service side of retention — save flows, churn-signal detection and the operational response to them.
Ensure compliance with statutory response deadlines and the formal

📌 Head Of Customer Operations (Madrid)
🏢 Met Group
📍 Madrid