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. Spain at launch, followed by other markets such as France, Germany and Italy. 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
Design proactive lifecycle communications: onboarding, first-bill explanation, consumption and tariff alerts, renewal and price-change notifications, and

📌 Head of Customer Operations (Madrid)
🏢 Metgroup
📍 Madrid