At Glovo we are looking for a talented Customer Experience Manager to join our team based in Barcelona. You will be a part of young and driven team working on the satisfaction of our customers. This is your chance to help us improve the way we take care of our customers' happiness and help us optimize our internal processes.

You Will:

  • Champion opportunities to consistently Improve the Quality of the Glovo Experience
  • Continually review and evolve the collection of processes Glovo use to track, oversee and organise every interaction between the customer and Glovo throughout the lifecycle, liaise with relevant business owners to champion change and lead prioritised service delivery improvements
  • Define the customer journey map for each type of user
  • Deliver service improvements to improve the customer experience across Glovo
  • Influence senior stakeholders, staff and volunteers to support and deliver proposed improvements via the appropriate channels and processes
  • Use Net Promoter Score and other tools to measure improvements over time
  • Constructively and continually challenges organisational norms, looks for creative solutions to deliver tangible improvements

Requirements:

  • Able to analyse customer metrics, including Net Promoter Score
  • Able to have difficult conversations, clearly explains initiatives in sufficient detail to gain understanding, and the support of internal and external customers and partners
  • Considered a ‘go to’ person, recognised as a role model internally and externally
  • Credible across service areas, creates positive working environments, manages conflict
  • Demonstrates high personal standards, able to identify positive behaviours in others
  • Demonstrates consistent excellence in standards, behaviours, knowledge and skills
  • Develops knowledge and skills of others to deliver objectives
  • Experienced in influencing people, including people senior to their role
  • Experienced in training, coaching and developing others
  • Innovative and creative, challenges accepted beliefs
  • Motivated to participate in development opportunities that increase capability and performance
  • Self-aware, positive interpersonal skills yet determined. Bounces back after setbacks
  • Willing to integrate across service areas, cross functional customer experience improvements are developed and implemented to the benefit of the organisation
  • Challenges all processes that impact our customers receiving the best possible experience
  • Works or has worked in a customer management role with proven success
  • Our core values are very important to us:

    Good vibes: Build a team of people that radiates positive energy. No assholes allowed: Always be upfront, honest and kind. The road we chose is very bumpy. Stay optimistic no matter what

    Stay Humble: Always act humble: Everybody has to roll up their sleeves and get their hands dirty to make our big plans a reality. We invest smartly and keep a close eye on our costs

    Raise the bar: You're curious and capable; that's why you're at Glovo. You care deeply about improving your talents and look for opportunities to do so. Then put everything to work to reach your full potential

    Glownership: Act as one company—one team: Pro-Glovo, not pro-department. Think beyond your role; help before you’re asked. Learn Glovo A to Z. Figure stuff out on your own. Make sure your shit works!

    Everyone Wins: Don’t settle for growth alone. Build a sustainable Glovo that benefits everyone. Consider how every decision makes for the most positive impact possible in the long-term

    Gas:  Fear mediocrity over mistakes. Think big, work hard, be proactive, take smart leaps and lead the way
If you believe you match these values, we look forward to meeting you!

Benefits:

  • A ticket to the moon sitting on the fastest rocket - an adventure filled with challenges and professional growth
  • Offices based in trendy Poblenou (L4), 10 min away from the beach
  • Generous equity pack for all employees
  • Social benefits (such as fresh fruit every day, free Wednesday lunches from our yummy partners, beers on Fridays, bi-monthly culture days, the best coffee machine in the world,...)
  • A young, international and talented team, used to work in a fast paced and vibrant way - currently, we are over 700 employees from all over the world!

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