Customer Experience Manager

Location: Bellprat

The Customer Care Manager is responsible for leading the customer service function, ensuring high levels of customer satisfaction, and driving continuous improvement in customer experience. The role oversees the customer care team, manages service operations, and acts as a key link between customers and internal departments.

Key Responsibilities (3 main areas)  Customer Care & Service   Lead and develop the customer care team
Build a skilled, engaged, customer-focused team
Oversee daily service operations and workflows
Ensure timely, accurate handling of orders, enquiries, complaints, returns, and service issues
Establish and improve customer service processes
Ensure compliance with quality standards
Prepare management reports and analyze customer trends
Align customer service with business strategy
Anticipate demand trends and align service capacity
Use ERP, inventory planning, CRM, and Excel tools effectively
Logistics   Management:
Lead and develop the logistic team
Operations:  Organise warehouse daily operations / Select and manage transporters
Define and monitor KPIs (Transportation costs, Activity KPIs)

Inventory Management   Forecast demand across short-, mid-, and long-term horizons
Monitor stock to avoid shortages and overstocking
Define, monitor and review stock levels in warehouse and at customers – aligned with global targets and based on sales forecasts
Manage stock replenishment (purchase order to receipt)
Work closely with local finance team to deliver accurate information (KPIs)
Ensure compliance in terms of traceability and quality
Conclusion:
Link service performance with operational efficiency and stock availability
Measurement/KPIs   Customer satisfaction and retention levels
Service level compliance (Order to Remittance/Ship Complete on Time ...)
Complaint resolution effectiveness
Team engagement and performance
Process efficiency and continuous improvement outcomes
Stock levels accuracy and quality
Qualifications / Experience   Languages expected:
English & Spanish
5+ Years in a similar position
Business Acumen:
Customer service from order to remittance and cash collection
Strong leadership and team management
Excellent communication and interpersonal skills
Strong analytical and reporting skills (Excel, Powerpoint, ERP, CRM ...)
Ability to work under pressure and manage priorities

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