Customer Experience Manager – English Speaking

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Amazon is a global leader in e-commerce, cloud computing, digital streaming, and artificial intelligence, constantly innovating to be the Earth’s most customer-centric company. With operations spanning across continents, we are dedicated to delivering unparalleled service and developing cutting-edge solutions that delight millions of customers worldwide. Join a dynamic team committed to excellence and making a tangible impact on the future of customer interactions.

Descripción del Trabajo

We are seeking a highly motivated and results-oriented Customer Experience Manager to lead our English-speaking customer service operations in Barcelona. In this pivotal role, you will be responsible for defining and implementing strategies that enhance the overall customer journey, from initial contact to post-purchase support. You will lead a team of dedicated customer service professionals, fostering a culture of excellence, continuous improvement, and customer advocacy. The ideal candidate will possess a strong background in customer experience management, exceptional leadership skills, and a passion for creating memorable customer interactions.

Responsabilidades Clave

• Develop and execute comprehensive customer experience strategies to improve satisfaction, loyalty, and retention among our English-speaking customer base.
• Lead, mentor, and develop a team of Customer Service Representatives and Team Leaders, ensuring high performance, motivation, and adherence to service standards.
• Analyze customer feedback, metrics, and operational data to identify trends, pain points, and opportunities for service enhancement.
• Collaborate cross-functionally with product, marketing, and operations teams to align CX initiatives with business goals and product roadmaps.
• Implement best practices for customer engagement, problem resolution, and communication, ensuring a consistent and positive brand experience.
• Manage and resolve complex customer escalations, serving as a point of contact for critical issues.
• Oversee the development and delivery of training programs for the customer service team to ensure proficiency in product knowledge and service delivery.
• Monitor key performance indicators (KPIs) such as CSAT, NPS, FCR, and average handling time, taking proactive measures to meet and exceed targets.
• Stay abreast of industry trends and emerging technologies in customer experience to drive innovation and competitive advantage.

Habilidades Requeridas

• Proven experience (minimum 5 years) in customer experience management, preferably within a fast-paced, international environment.
• Fluent in English (both written and spoken) with excellent communication and interpersonal skills.
• Demonstrated ability to lead, motivate, and develop high-performing teams.
• Strong analytical skills with the ability to interpret data, identify insights, and drive actionable improvements.
• Proficiency in CRM software (e.g., Salesforce, Zendesk) and customer service analytics tools.
• Excellent problem-solving abilities and a customer-centric mindset.
• Strategic thinker with the ability to translate vision into execution.

Cualificaciones Preferidas

• Bachelor's degree in Business Administration, Marketing, Communications, or a related field.
• Experience working in the e-commerce or technology industry.
• Proficiency in additional European languages (e.g., Spanish, Catalan).
• Certification in Customer Experience Management (e.g., CCXP).
• Experience with agile methodologies and project management.

Ventajas y Beneficios

• Competitive annual salary and performance-based bonuses.
• Comprehensive private health insurance package.
• Generous paid time off and national holidays.
• Opportunities for professional development and career growth within a global company.
• Employee discount on Amazon products and services.
• Modern office environment with excellent facilities in Barcelona.
• Relocation assistance for eligible candidates.

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