Our client is a
integral leader in premium student accommodation
dedicated to delivering
world-class living experiences
.

They are seeking a proactive, highly organised
Customer Engagement Manager
to take
full ownership of service delivery and post-booking customer journeys
across their Spanish properties.
Based in Madrid with periodic travel to Barcelona
, you will manage operational performance, support customer retention, and mentor team members in a dynamic, fast-paced environment.

Main Responsibilities
- Oversee day-to-day Customer Engagement performance across properties in Madrid and Barcelona to maintain exceptional service standards
- Provide direct leadership, coaching, and daily support to ground team members to foster a high-performing environment
- Track performance against key SLAs and metrics, taking proactive action whenever service delivery falls below expectations
- Act as the senior escalation contact in Spain to resolve complex customer inquiries and complaints efficiently




- Manage post-booking student journeys from initial confirmation through move-in and residency
- Handle payment-related support, contract extensions, and summer business opportunities to drive revenue and prevent arrears
- Collaborate with local Finance, Sales, and Residence teams to ensure seamless communication and correct tax/invoicing workflows
- Utilise CRM platforms and analytics tools to log cases, monitor customer trends, and recommend process improvements
- Travel between Madrid and Barcelona every few weeks, alongside occasional visits to the UK head office

Core Skills/Experience
- Background in customer service, customer experience, or operational management, ideally within hospitality settings
- Natural leadership ability, empathy, and coaching mindset with a passion for developing others
- Strong commercial awareness and problem-solving skills to manage sensitive situations, retain revenue, and optimise processes
- High adaptability and readiness to handle shiftin

📌 Customer Engagement Manager with Spanish and English (Madrid)
🏢 Babel Profiles
📍 Madrid