Customer Experience, Quality and Communications Manager

Description

Job Summary: We are seeking a candidate with experience in customer service, incident management, and process improvement, accustomed to working with quality and service indicators in the passenger transportation sector. Key Highlights: 1. Joining a nationally leading company. 2. A key position in managing the business’s Customer Experience. 3. Professional development within a corporate environment featuring cross-functional projects. With over 130 years of history, our company is one of Spain’s leading operators in the road passenger transport sector. Starting in 2013, Avanza entered a new phase by joining the Mexican multinational Mobility ADO. Mobility ADO is a multinational specializing in comprehensive mobility management for people. Founded in Mexico over 80 years ago, it is currently one of the world’s leading private passenger transport operators. Avanza’s services include: long-distance passenger transport, commuter transport, urban transport (Metro, Tram, Bus, and Bicycle), bus terminal management, and management of commercial enterprises and services. If you are interested in joining our team, passionate about passenger transport, and believe you meet the requirements outlined above, please do not hesitate to apply to our openings—we would be delighted to meet you. At Avanza, we champion people, equal opportunities, and non-discrimination. All our selection and promotion processes are based exclusively on the candidate’s profile, knowledge, competencies, and experience. Responsibilities At Avanza, a leading company in the passenger transport sector, we seek a candidate with experience in customer service, incident management, operational coordination, and process improvement, accustomed to working with quality and service indicators. What will you do on a daily basis? * Manage the full customer service cycle: complaints, inquiries, suggestions, and compliments—including their registration, processing, and responses to users and authorities. * Ensure accurate and up-to-date traveler information across all available channels. * Supervise the proper functioning of the business’s customer service points and offices. * Plan and execute the business’s Communication Plan, coordinating content, press releases, and official statements. * Manage the business’s digital channels (website, social media, and app) in accordance with corporate guidelines. * Monitor publications, analyze user feedback, and respond proactively to potential reputation crises. * Measure and analyze Customer Experience indicators (CSAT, NPS, feedback), identifying needs and areas for improvement. * Define and monitor action plans aimed at continuous improvement of customer experience. * Track KPIs and SLAs for the department, preparing periodic reports for Management and Authorities. * Serve as the liaison between the business and the corporate CX team, ensuring correct implementation of corporate projects. * Coordinate and lead the local Customer Experience team, supporting the business in its daily operations. * Support tender processes by providing Customer Experience-related information and data. Requirements What are we looking for? University degree in Marketing, Advertising, Communications, Journalism, or equivalent. 3–5 years of professional experience in similar roles related to Customer Experience, Communications, or Customer Service. Experience coordinating teams and collaborating cross-functionally with various departments. Proficient use of CRM, CMS, social media platforms, analytics tools, and advanced office software. Strong customer orientation, data analysis capability, and business acumen. Particularly valued are backgrounds in customer service, operations, or quality—more so than profiles focused exclusively on communications, creative marketing, or digital content management. What We Offer Permanent contract. Joining a nationally leading company. A key position in managing the business’s Customer Experience. Professional development within a corporate environment featuring cross-functional projects. Compensation commensurate with the responsibilities of the role. Working hours: Monday–Thursday 8:00–17:30; Friday 8:00–14:00 One remote workday per week