20 publicaciones de empleo destacadas de shift leader en barcelona, ct (¡Están contratando!)

Customer Experience Director - Marketplace
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- Jornada completa
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- Inglés
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Fluidra North America —Sant Cugat del Vallès, Barcelona provincia
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- Hotel
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impress
Merlin Digital Partner —Barcelona, Barcelona provincia
- Español
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Total Rewards & Performance Manager
Merlin Digital Partner —Barcelona, Barcelona provincia
- Microsoft Excel
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- Recursos humanos
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Cook - Hotel Arts Barcelona
Marriott International, Inc —Barcelona, Barcelona provincia
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Amazon Spain Fulfillment, S.L.U. —Barcelona, Barcelona provincia
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Amazon Road Transport Spain, S.L.U. —Barberà del Vallès, Barcelona provincia
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- Microsoft Word
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Nutanix —Barcelona, Barcelona provincia
- Jornada completa
- Inglés
- Oficina
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Concentrix —Barcelona, Barcelona provincia
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Ayudante de Cocina - Hotel Arts Barcelona
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Abacum —Barcelona, Barcelona provincia
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- Trabajo híbrido
- Español
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dLocal —Barcelona, Barcelona provincia
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CAP D'EQUIP DE MUNTADORS. REF: 15393
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Stark Future —Sant Boi de Llobregat, Barcelona provincia
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- Español
- Inglés
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AstraZeneca —Barcelona, Barcelona provincia
- Jornada completa
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Customer Experience Director - Marketplace

Glovo -
Barcelona, Barcelona provincia

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Detalles del empleo

Jornada completa

Cualificaciones

Español
Inglés
Inteligencia artificial
Liderazgo

Descripción completa del empleo

Barcelona, Spain

Full-time

Operations

Who we are

Glovo is part of the Delivery Hero Group, the world’s pioneering local delivery platform, our mission is to deliver an amazing experience—fast, easy, and to your door. We operate in around 70 countries worldwide. Headquartered in Berlin, Germany. Delivery Hero has been listed on the Frankfurt Stock Exchange since 2017 and is part of the MDAX stock market index.

Job Description

We are looking for a Customer Experience Director, Marketplace to help us deliver a 5-star experience to our customers and maximize their value in Glovo.

You will own Glovo Customer Experience; you will be accountable for the experience when customers interact with Glovo Support and you will own the Refunds and Compensations that we give to customers during bad experiences. You will need to define and implement new processes, run A/B tests, understand/request product needs, and work with local teams to improve overall customer experience. You will be the gatekeeper for an excellent experience for our customers.

Responsibilities

Own the Global Refunds & Compensations Strategy: Manage a large-scale budget by designing data-driven policies. Run rigorous A/B tests on compensation models to maximize customer retention and lifetime value while protecting company margins.
Redefine the Support Experience: Design and implement seamless, scalable customer support workflows. Champion the shift toward automated solutions, leveraging AI and translations to harmonize processes and reduce friction.
Bridge Operations and Tech/Product: Act as the voice of the customer to our Product, Engineering, and Tech teams. Translate customer pain points into actionable product requirements to build robust self-service features and improve routing.
Drive Cross-Functional & Regional Synergy: Collaborate closely with Country GMs, Regional Ops Leads, and the International Performance team to ensure global strategies are successfully executed while navigating local market nuances.
Champion Key Performance OKRs: Take full accountability for top-level metrics that highly impact the overall Glovo experience, including Customer Satisfaction (CSAT), Contact Rate, Customer Retention, and cost-to-serve efficiencies.
Lead Through Innovation: Continuously monitor the end-to-end customer journey, identifying bottlenecks and proactively proposing innovative, scalable solutions to ensure Glovo remains an industry leader in customer experience.
Optimize CX with AI: Deploy AI and automation to scale support, resolve issues faster, and personalize the customer journey without compromising our 5-star quality.

Qualifications

10+ years of experience in growth, strategy consulting, operations, tech, or customer experience.
3+ years of leadership experience managing cross-functional teams and driving execution through others in complex, matrixed organizations.
Strong strategic and operational capability, with a proven ability to translate strategy into clear plans and deliver results.
Deep analytical acumen, able to use data to inform decisions and manage trade-offs across growth, margin, and operational complexity.
Experience operating across multiple countries, navigating local market differences, regulatory constraints, and stakeholder complexity.
Ability to influence senior stakeholders and align diverse teams without formal authority.
Fluency in English required; Spanish is a plus

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Quiero recibir la alerta de empleo más reciente de shift leader en barcelona, ct

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