Customer Experience Manager

Description

**Company:** ------------ Mercer **Description:** ---------------- We are seeking a highly talented individual for the role of **CX Manager** to lead and drive the customer experience strategy, ensuring efficient, consistent, and results-oriented operations. The selected candidate will be responsible for enhancing our customers’ experience, monitoring key service metrics, proposing continuous improvements, and guaranteeing an outstanding experience across all customer touchpoints. This position is based in **Madrid**. **Your responsibilities will include:** * Defining, implementing, and monitoring the **Customer Experience** strategy. * Maintaining relationships with and proposing/coordinating improvements for the **Contact Center** team. * Analyzing and improving customer experience through metrics such as **NPS** and other **operational KPIs**. * Identifying improvement opportunities in processes, customer journeys, and touchpoints. * Identifying opportunities and leading **continuous improvement initiatives**, focused on customer satisfaction and loyalty. * **Managing and coordinating customer incidents and escalations**, ensuring agile and effective resolution. * **Collaborating with other business areas** to ensure a consistent and aligned customer experience. * Analyzing reports, dashboards, and presentations with results to identify **insights and action plans**. * Ensuring achievement of quality, productivity, and service objectives. * Supporting coordination with **international offshore teams**. **What you need to have:** * Prior experience in **Customer Experience**, **Customer Service**, **Contact Center**, or similar roles. * Solid knowledge of **Contact Center** environments. * Experience tracking and analyzing **KPIs** and customer experience metrics. * Team management and leadership experience. * Ability to identify issues, propose solutions, and execute improvement plans. * Proficiency with analytics and reporting tools. * **C1-level English** is mandatory. * **Experience in multinational environments and international projects**, with the ability to collaborate effectively with teams and stakeholders from diverse countries and cultures. * Analytical, proactive, results-oriented profile with excellent communication skills. **Why join our team?** * Opportunity to work directly with the most relevant industrial sector clients — both national and international. * An inclusive and collaborative environment, with high-performing teams and international exposure. * Professional growth opportunities, supported by highly respected and experienced leaders. * Flexible working arrangements. * Marsh’s global scale and presence offer a wide range of opportunities, benefits, and rewards focused on well-being. Mercer is a business of Marsh (NYSE: MRSH), a global leader in risk, reinsurance and capital, people and investments, and management consulting, advising clients in 130 countries. With annual revenue of over $27 billion and more than 95,000 colleagues, Marsh helps build the confidence to thrive through the power of perspective. For more information about Mercer, visit mercer.com, or follow us on LinkedIn and X. ### **Marsh is committed to embracing a diverse, inclusive and flexible work environment. We aim to attract and retain the best people and embrace diversity of age, background, disability, ethnic origin, family duties, gender orientation or expression, marital status, nationality, parental status, personal or social status, political affiliation, race, religion and beliefs, sex/gender, sexual orientation or expression, skin color, or any other characteristic protected by applicable law. In accordance with Section 40\.2 of the Royal Legislative Decree 1/2013, of 29 November, approving the Consolidated Text of the General Act on the Rights of Persons with Disabilities and their Social Inclusion, Marsh will provide a reasonable accommodation to employees and prospective employees up to the point of undue hardship as required for the individual’s particular restrictions and limitations.** ### **Marsh is committed to hybrid work, which includes the flexibility of working remotely and the collaboration, connections and professional development benefits of working together in the office. All Marsh colleagues are expected to be in their local office or working onsite with clients at least three days per week. Office\-based teams will identify at least one “anchor day” per week on which their full team will be together in person.**