Student Experience Manager

What would we like to see on your CV?

• University degree.
• At least 5 years of experience in customer service management roles (Customer Experience, Customer Success, or Operations).
• Advanced mastery of ticketing tools and CRM.
• Advanced capacity to interpret dashboards, performance reports, and support metrics.
• Knowledge of process improvement methodologies (e.g., Lean, Six Sigma, or agile management).
• Advanced level of Spanish and English.

What are we looking for in you?

• High customer orientation.
• Results-oriented with an analytical mindset.
• High capacity for problem-solving under pressure.
• Leadership and assertive communication skills.
• Proactive approach towards innovation and automation.

What do we offer?

• Stable contract: Permanent, full-time with flexible hours.
• You will be able to develop professionally thanks to our training plans and internal talent development.
• Exclusive discounts and promotions for our employees (masters and postgraduates, publishing imprints, collectibles, Casa del Libro...).
• An attractive social benefits package through the flexible remuneration plan that includes: transport card, restaurant card, nursery voucher, medical insurance, etc.
• Access to the Club Benefits platform with more than 500 partners, offering discounts and promotions in various sectors (hotel and catering, restaurants, electronics, health, etc.).

At Grupo Planeta, we are looking for a Student Experience Manager for EAE Business School Madrid from our Planeta Formación y Universidades. division.

We are looking for a highly analytical CX specialist oriented towards customers and results, to work on the student experience at our Madrid campus. The role is focused on optimizing communication channels, managing and implementing ticketing tools and surveys, and transforming customer/student service into a measurable, efficient process centered on excellence, always with a business vision.

What will your day-to-day look like?

• Strategy Execution: implement and supervise the strategic plan for student experience and service at the Madrid campus, ensuring the institution's quality standards.
• Management of Ticketing Tools and Systems: Administer, configure, and optimize ticketing and CRM platforms to guarantee impeccable traceability of student incidents and inquiries.
• Data Analysis and Reporting: Monitor key satisfaction KPIs (CSAT, NPS), first response times, resolution times, and incident volumes. Transform data into actionable insights for decision-making.
• Process Optimization: Analyze current workflows (workflows) of the customer service department to identify bottlenecks, automate repetitive tasks, and scale operational efficiency.
• Cross-functional Coordination: Work in close collaboration with academic departments, admissions secretariat, and technology to guarantee a fast and fluid resolution of student incidents.
• Leadership and Team Management: Guide, train, and motivate the student support and service team, fostering a culture of data-driven resolution and service orientation.