Head of Customer Experience

Location: Madrid, Spain

Summary of role:

We are looking for a Head of Customer Experience who will directly report to the Country Manager and will manage the Spanish Customer Service & Marketing team. Responsible to ensure a professional and customer-oriented customer experience in the Spanish market. Also responsible for successful implementation of marketing plans in Spain. This role will market new and existing services to customers and prospects through digital channels, increasing engagement, and creating new subscription revenue. 

Key responsibilities:

  • Being responsible for the maintenance of the customer life-cycle
  • Responsible for the accuracy and up-to-date maintenance of the customer data base, this includes the record of all order transactions
  • Responsible for the proposal management and order management
  • Give advice and assist the country staff in all questions around customer management and service
  • Continuous review of the internal processes to improve the service and quality standards
  • Execute the content marketing strategy of Autovista Spain in accordance with the overall marketing strategy of Autovista Group
  • Create new and increase existing revenues through targeted digital marketing campaigns (including Eloqua campaigns, high impact newsletter, social media activities etc.) to increase numbers of users and engagement with existing products and to cross-sell products and services
  • Analyse audience behaviour and recommend changes to marketing approach accordingly to ensure achievement of financial targets
  • Lead the customer service & marketing needs
  • Create strategy to take advantage of Telesales┬┤ team
  • Coordinate Webinars for customers as appropriate

Skills, Knowledge & Behaviours Required:

  • Experience of several years of work in the customer service area
  • Ability to provide a high level of service and customer orientation 
  • Ability to work independently and use initiative to get the job done
  • Highly communicative and social competency on all levels
  • Ability of building strong relationships across internal functions
  • Ability to deliver to tight deadlines 
  • Ability to work effectively under pressure whilst retaining a strong eye for detail 
  • Proven team player/Capacity for teamwork
  • First-rate time management and organisational skills
  • Prior experience of working within a business intelligence publishing organisation desirable
  • Good knowledge of marketing strategies and solid understanding of marketing principles
  • Experience of marketing automation systems would be beneficial
  • Competent with marketing database management and CRM systems (knowledge of Salesforce is an advantage) 
  • Fluent in Spanish and English
  • Good knowledge of MS Office-Products

To apply, please send your CV and covering letter to recruitmentWSE@autovistagroup.com

Thank you for your interest in working with us. Due to the high volume of applications we receive, we are regrettably unable to reply to all candidates individually. We will contact you if your application has successfully progressed to the next stage of the recruitment process.