Customer Experience Manager - Permanent - Barcelona

Customer Experience Manager - Permanent - Barcelona Join us ! We usually respond within a day Since 2015, papernest has been transforming the way people manage their contracts, making subscription, management, and switching simple through one smart, intuitive platform. We have supported more than 2 million customers across France, Spain, and Italy. Along the way, we have continued to invest in new verticals, establishing papernest as a high-performing, innovative, and competitive scale-up in a fast-growing market. With over 900 employees, we are strengthening our position as a European market leader. As a job title, you lead and develop the Customer Experience team to deliver premium service in line with Papernest’s standards, values, and CX strategy. You will ensure operational excellence, drive performance improvements, and support team leaders in creating a consistently outstanding customer journey. Key responsibilities Customer Experience: CX transformation: Implement the CX roadmap at team level by translating business strategy into clear KPIs and action plans. Customer Feedback analysis: Analyse customer feedback and survey data to identify trends and opportunities for service improvement. Issue resolution: Act as a point of escalation for complex customer issues, ensuring quick and effective resolution. Quality Assurance: Quality monitoring: Perform and evaluate customer interactions using the quality form, ensuring adherence to Papernest’s service standards and achievement of KPIs. Analysis & Insights: Analyse quality results, identify trends, and surface opportunities for improvement in customer interactions and processes. Collaboration with Enablement: Partner with Quality, Training and CX team to translate insights into training, coaching, and process enhancements that elevate service quality and customer satisfaction. Performance Metrics Analysis: Performance Monitoring: Track and report on team-level KPIs to ensure service standards and business objectives are consistently met. Action: Partner with Team Leaders to implement targeted action plans that drive measurable improvements in service quality and efficiency. Operational excellence: Workflow optimisation: Continuously assess and optimise customer service workflows to enhance efficiency and quality of service. Technology: Identify and implement technology improvements to streamline customer care processes. Operational Engagement: Hands-on approach, readily engaging in direct customer interactions and operational tasks if required. SOPs and templates: Ensure teams maintain up-to-date operational resources (e.g., Notion pages, dashboards, policies) to provide accurate, accessible tools for efficient customer service Team Leadership : Lead the leaders: coach Team Leaders & Senior Experts, facilitate best practices and upskill Team Schedule: Monitor and optimise shift schedules in order to guarantee coverage and quality of service. Recruitment and training: Execute talent strategy: hiring, succession planning, leadership pipeline Performance reviews: Conduct weekly meetings with team leaders to review performance, set goals and provide feedback. Payplan Management: Management of the payplan for team members. Culture & Recognition: Lead cultural change towards customer-centricity; shape the internal branding of CX team (reactive → proactive) Drive incentive and recognition frameworks to reinforce excellence and high-performance habits. Stakeholder Communication: Cross-department collaboration: Work closely with other departments like production, papernest providers, sales ops etc, to ensure a seamless customer experience. Regular reporting & deck creation: Prepare and present regular reports and/or decks to senior management, highlighting performance metrics, challenges and achievements. Requirements Proven experience of at least 3/4 years in a customer care management role, with a track record of creating and implementing premium customer care initiatives. Excellent communication and interpersonal skills in both French and Spanish, English will be a strong advantage. Strong leadership and team management abilities, with a focus on fostering a culture of premium customer care within the team Ability to analyse data and extract actionable insights to drive premium customer care strategies. Exceptional problem solving and ability to handle difficult situations while maintaining a focus on providing premium customer care service. Knowledge of customer service software and CRM systems Hands on approach for a deep understanding of day-to-day customer dynamics What we offer : Thrive in an international and inclusive environment: everyone has a place at papernest. With over 46 different nationalities, it’s not uncommon here to start a sentence in English and finish it en français or en español ¡ 💸 Compensation: a plan for Subscription Warrants for Company Creators (BSPCE) in accordance with company regulations, as well as a Pluxee card to manage your tax level through a voluntary compensation system across different services (transportation, dining, and childcare). 🏆 Benefits: as a home insurance provider and a supplier of green electricity and gas, we offer attractive deals to our employees. After all, there’s no reason why things should only be simpler for our customers! 🩺 Health: medical insurance through Alan or Sanitas to manage your healthcare expenses in an ultra-simple, paperless way, with up to 50% coverage by papernest ( after 6 months in the company ). 🍽️ Meals & partnerships: a healthy breakfast offered every Friday, as well as partnerships with various services in Barcelona (restaurants, sports, leisure, and care centers). 📚 Training: the development of our employees is essential. You will have access to ongoing training tailored to your goals, whether it involves technical, language, or managerial skills. 📈 Career Development: numerous opportunities are available for you to grow, whether by deepening your expertise or exploring new paths. We support you in your professional ambitions. ✨ Remote Work : enjoy 2 days of remote work per week to optimize your focus and efficiency. Hiring process: A Call with Aurore, Talent Acquisition An Interview with Nawelle, your future manager Business Case Interested in this challenge? 🙂 Don’t hesitate any longer—we look forward to meeting you! Regardless of your age, gender, background, religion, sexual orientation, or disability, there’s a place for you with us. Our selection processes are designed to be inclusive, and our work environment is adapted to everyone’s needs. We particularly encourage applications from women. Even if you feel that you don’t meet all the criteria outlined in this job posting, please know that every application is valuable. We strongly believe that diverse and varied backgrounds enrich our team, and we will carefully consider your application. Parity and diversity are essential assets to our success. Department Operations Locations Barcelona Remote status Hybrid Barcelona About Papernest At papernest, we believe life is too short for paperwork. Our free digital platform allows users to centralize, optimize, subscribe to, and cancel all their contracts in just a few clicks: electricity, internet, insurance, and more. And this is only the beginning. From streaming services to everyday essentials, we're building tools that return time and peace of mind.