Customer Experience Manager - Permanent - Barcelona

Join papernest, a fast-growing scale-up revolutionizing contract management. As a Customer Experience Manager, you'll lead the Customer Experience team, drive performance improvements, and ensure operational excellence. You'll also collaborate with other departments, analyze customer feedback, and implement targeted action plans. This is a permanent position based in Barcelona.

• Implement the CX roadmap at team level by translating business strategy into clear KPIs and action plans.
• Analyze customer feedback and survey data to identify trends and opportunities for service improvement.
• Perform and evaluate customer interactions using the quality form, ensuring adherence to Papernest’s service standards and achievement of KPIs.