Descripción de la oferta
Customer Experience Manager - Automotive Industry BrainRPO Barcelona, Província de Barcelona, Spain
Descripción del trabajo
Brain RPO is looking for a strategic, hands‑on leader ready to own the customer experience from day one on behalf of one of our clients in the Automotive Industry. You'll bring CRM strategy, loyalty programme design and cross‑functional leadership together to turn insights into real business impact. Strong analytical thinking, executive‑level communication, and comfort in a fast‑paced, multicultural, scale‑up environment are a must.
What You’ll Do:
As Customer Experience Manager, you’ll own the end‑to‑end customer journey, from first enquiry to renewal, ensuring every touchpoint drives satisfaction, retention and loyalty. Working closely with Sales, Aftersales, Marketing and Digital, you’ll translate customer insights, NPS and CRM data into concrete improvements, acting as the internal voice of the customer.
Key Responsibilities:
CX Strategy & Customer Journey Define and own the multi‑market customer experience strategy, mapping and continuously optimising the end‑to‑end journey across all touchpoints, including digital, physical and omnichannel interactions.
Customer Relationship Management (CRM) Own the CRM platform, data architecture and lifecycle programmes to enable personalisation, automate communications and deliver commercial outcomes across all markets.
Loyalty Programme Design & Management Build, scale and adapt a proprietary automotive loyalty programme, designing the rewards mechanics, partner ecosystem and engagement tracks that convert CRM data into long‑term customer loyalty.
Customer Feedback & Insights Collect and analyse customer feedback across all channels, including surveys, reviews, social listening and direct communication, to identify improvement opportunities and feed strategic decisions.
Performance, Data & Reporting Own the CX performance dashboard, track NPS, CSAT and CES outcomes, and deliver structured reporting to measure the impact of all CX initiatives.
International Expansion & Leadership Lead and develop the CX team, represent the voice of the customer at the leadership level, and adapt CX, CRM and loyalty strategies for international market entry.
What we´re looking for:
Experience
10+ years of experience in Customer Experience, Customer Success, or related customer‑facing roles.
Proven experience in customer experience management, particularly within the automotive industry, with a strong understanding of the customer lifecycle.
Proven leadership skills; at least 5 years of managerial experience are required.
Demonstrated success reporting to C‑Suite and influencing cross‑functional decisions.
Proven track record of improving customer satisfaction and retention metrics.
Strong analytical skills with experience using customer data and feedback platforms.
Excellent project management abilities with experience leading cross‑functional initiatives.
Proficiency in customer experience tools (Salesforce, HubSpot, Qualtrics, or similar).
Outstanding communication and presentation skills for stakeholder engagement.
Experience with customer journey mapping and process improvement methodologies.
Desirable: Previous roles in sales, service, or management within an automotive dealership or service centre.
Training
Bachelor’s degree in business administration, Marketing or a related field.
Languages: Fluent in English and Spanish.
Desirable:
Other European languages and/or Chinese would be a plus.
Master’s degree in business administration or marketing.
Professional certification in Customer Experience (CCXP).
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