Customer Experience, Communication and Marketing Technician

Description

With over 130 years of history, our company is one of the leading operators in Spain's road passenger transport sector. Starting in 2013, Avanza entered a new phase by integrating into the Mexican multinational group 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 below, do not hesitate to apply to our vacancies—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 leader in the passenger transport sector, we are seeking a Customer Experience Technician for our Catalonia Division, with the workplace located in Viladecans, to serve as the sole Customer Experience reference for the business—integrating customer service and communication, ensuring high-quality traveler experience, administrative satisfaction, fulfillment of contractual commitments, and correct application of corporate standards. What will you do daily? * Manage the complete customer service cycle: complaints, inquiries, suggestions, and compliments, including their registration, processing, and responses to users and administrative bodies. * 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 announcements. * Manage the business’s digital channels (website, social media, and app) in accordance with corporate guidelines. * Monitor publications, analyze user feedback, and respond promptly to potential reputation crises. * Measure and analyze Customer Experience indicators (CSAT, NPS, feedback), identifying needs and areas for improvement. * Define and track action plans aimed at continuous improvement of the customer experience. * Monitor KPIs and SLAs for the department, preparing periodic reports for Management and Administration. * Act as the liaison between the business unit and the corporate CX team, ensuring correct implementation of corporate projects. * Coordinate and lead the local Customer Experience team, supporting daily business operations. * Support tendering processes by providing Customer Experience-related information and data. Requirements What are we looking for? University degree in Marketing, Advertising, Communication, Journalism, or equivalent. Professional experience of 3–5 years in similar roles related to Customer Experience, Communication, or Customer Service. Experience in team coordination and cross-functional collaboration across different departments. Proficient use of CRM, CMS, social media platforms, analytics tools, and advanced office software. Strong customer orientation, data analysis capability, and business acumen. Offer Indefinite-term contract. Join 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, 8:00–17:15; Friday, 8:00–14:00. Intensive summer schedule (3 months), ending at 15:00. One day of remote work per week. Start date: September