Marketing, Communication and Customer Experience Technician

What do we offer?

Permanent contract.

Joining a nationally leading company.

Key position in the management of the business's Customer Experience.

Leadership in the local implementation of the new customer experience model.

Professional development in a corporate environment with cross-functional projects.

Conditions commensurate with the responsibility of the position.

Schedule: Mon-Thu 8:00 a.m. to 5:30 p.m. and Friday 8:00 a.m. to 2:00 p.m.

At Avanza, a leading company in the passenger transport sector, we are looking for a profile for our Levante Division, with experience in Marketing, communications and customer experience, accustomed to working autonomously in the design and execution of 360º plans and strategies.

What will your day-to-day look like?

-Plan and execute the business Communication Plan, coordinating content, press releases and statements.

-Manage the business's digital channels (website, social media and app) in accordance with corporate guidelines.

-Monitor posts, analyze user feedback and act in the event of potential reputation crises.

-Measure and analyze Customer Experience indicators (CSAT, NPS, feedback), identifying needs and areas for improvement.

-Manage the full customer service cycle: complaints, inquiries, suggestions and praise, including their registration, processing and response to users and the Administration.

-Ensure correct traveler information and its updates through all available channels.

-Supervise the proper functioning of the business's customer service points and offices.

-Define and follow up on action plans aimed at the continuous improvement of the customer experience.

-Monitor the area's KPIs and SLAs, preparing periodic reports for Management and the Administration.

-Act as a liaison between the business and the corporate CX team, ensuring the 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 information and data.

What are we looking for?

Essential: experience in team leadership and cross-functional work with different areas.

Essential: regular use of CRM and management and satisfaction KPIs.

Essential: knowledge and experience with social media, CMS and digital analytics.

University degree in Marketing, Advertising, Communications, Journalism or equivalent.

Professional experience of between 3 and 5 years in similar positions in Marketing, Customer Service, Customer Experience, Communications.

Own vehicle required, occasional travel to our Benidorm center.