Leroy Merlin is a leading global retailer specializing in home improvement, DIY, and gardening. As a key member of the ADEO Group, the company operates a massive network of large-format stores across Europe, Asia, and South America, providing products and services for home renovation and decoration. With a workforce of over 150,000 employees globally, it stands as one of the dominant players in the retail sector.

In Spain, Leroy Merlin maintains a significant footprint with more than 130 points of sale and a central headquarters in Madrid. The company is recognized for its collaborative culture, offering employee shareholding programs and profit-sharing schemes that are highly regarded in the Spanish labor market. For international professionals, the company offers diverse opportunities not only in retail management but also in specialized central functions such as Supply Chain, E-commerce, and Product Development, often based in their Madrid corporate offices.

Founded in 1923 by Adolphe Leroy and Rose Merlin in France, the company originally sold American surplus stock. It was renamed Leroy Merlin in 1960 and later joined the Mulliez Family's ADEO Group, expanding into Spain in 1989.

For international professionals

Offers a profit-sharing scheme (participación en beneficios) and the opportunity to become a company shareholder through the ADEO group.
Maintains a massive presence across Spain with over 130 stores, providing geographic flexibility for retail management roles.
Corporate headquarters in Alcobendas (Madrid) hosts specialized roles in Supply Chain, IT, and Product Management suitable for international profiles.
Features a 'Generación L' program specifically designed to recruit and develop young university talent.
Strong emphasis on internal promotion and continuous technical training for all staff levels.

This job was published 4 months ago

Customer Care Catalonia Region

Leroy Merlin

This job was originally posted in Spanish and automatically translated to English. You'll most likely need Spanish to apply.

Job Description

Lead the Customer Experience of the Retail of the Future

At Leroy Merlin, we drive growth through collaboration and a culture of sharing.
We are looking for a professional to lead efficiency and the end-to-end customer experience at a regional level. If you are passionate about being the engine of change in customer satisfaction and desire a challenge with impact, we invite you to join our team!

If what you value most is...

Continuous learning and development: Specialized training programs, mentoring, and support so that you can develop a leadership style focused on the customer and operational excellence.
Teamwork and collaboration: A dynamic environment where cross-functionality is key. You will collaborate with various missions to co-create processes and solutions, feeling the value of our culture of sharing.
Stability and growth: Secure employment in a leading multinational, with attractive benefits and a clear career plan that will allow you to be the protagonist of your future development.
Close and human culture: We promote responsible flexibility, we take care of your well-being with specific programs, and we celebrate diversity as our greatest strength.

This challenge is for you if...

You bring solid experience in the Installations and/or projects area, which allows you to understand and optimize complex processes in the value chain.
You have a strategic and customer centric vision: You are able to look beyond the individual inquiry to design processes and solutions at a regional level.
You are motivated by influential leadership: You have the ability to encourage and support regional teams without a direct hierarchical relationship, driving a homogeneous and high-quality methodology.
Agility and problem solving are your engine: You accelerate decision-making to positively impact service levels and the average case lifespan.

What you will do

You will be the engine of operational excellence and customer satisfaction within your regional perimeter. Your day-to-day will focus on:

Innovate and Develop: You will build, detect, and create efficient working models for your region, always focusing on the continuous improvement of the end-to-end customer experience.
Lead Regional Consistency: You will be the guarantor that all regions use the same methodology, tools, and quality standards. You will support regional teams to ensure the achievement of customer centric objectives and the improvement of service levels.
Analyze and Accelerate: You will monitor key KPIs (response time, resolution rate, average case lifespan) and act as a link with partners to ensure that teams have the necessary resources for quality and efficient solutions.
Permeate the Strategy: You will work side-by-side with Regional Customer Care Leaders to bring the strategy closer to the stores and operational teams, ensuring alignment with company objectives.

What we offer

We want you to feel valued and know that your contribution is essential:

Flexibility and Well-being: Enjoy the convenience of hybrid work (2 remote work days per week) and flexible schedules that facilitate your work-life balance.
An Impactful Onboarding: A welcome plan designed so that you quickly understand our culture, missions, and the impact of your role.
Tailored Development: We don't just offer training; we will give you the tools to be the protagonist of your own growth.
Well-being Benefits: Access to private health insurance and well-being programs that take care of you.
Shareholding and Flexible Remuneration: We offer you the possibility to be part of the company's success.

Your work will not just be managing cases; it will be designing the future of the customer relationship in retail, impacting satisfaction, efficiency, and company growth. If you are excited by the idea of building a 5-star customer experience alongside a passionate team, we are looking for you!

👉 Apply now and be the next Regional Customer Care Specialist!

View original advert (Spanish)

Lidera la Experiencia Cliente del Retail del Futuro

En Leroy Merlin impulsamos el crecimiento a través de la colaboración y una cultura del compartir.
Buscamos un profesional que lidere la eficiencia y la experiencia cliente end-to-end a nivel regional. Si te apasiona ser el motor de cambio en la satisfacción del cliente y deseas un reto con impacto, ¡te invitamos a unirte a nuestro equipo!

Si lo que más valoras es...

Aprendizaje y desarrollo continuo: Programas de formación especializada, mentoring y acompañamiento para que desarrolles un liderazgo centrado en el cliente y la excelencia operativa.
Trabajo en equipo y colaboración: Un entorno dinámico donde la transversalidad es clave. Colaborarás con diversas misiones para co-crear procesos y soluciones, sintiendo el valor de nuestra cultura del compartir.
Estabilidad y crecimiento: Un empleo seguro en una multinacional líder, con beneficios atractivos y un plan de carrera claro que te permitirá ser el protagonista de tu desarrollo futuro.
Cultura cercana y humana: Fomentamos una flexibilidad responsable, cuidamos tu bienestar con programas específicos y celebramos la diversidad como nuestra mayor fortaleza.

Este reto es para ti si...

Aportas una sólida experiencia en el área de Instalaciones y/o proyectos, lo que te permite comprender y optimizar procesos complejos en la cadena de valor.
Tienes una visión estratégica y customer centric: Eres capaz de ver más allá de la consulta individual para diseñar procesos y soluciones a nivel regional.
Te motiva el liderazgo influyente: Tienes la habilidad de animar y acompañar a equipos regionales sin una relación jerárquica directa, impulsando una metodología homogénea y de alta calidad.
La agilidad y la resolución de problemas son tu motor: Aceleras la toma de decisiones para impactar positivamente en los niveles de servicio y la vida media del caso.

Qué harás

Serás el motor de la excelencia operativa y la satisfacción cliente en tu perímetro regional. Tu día a día se centrará en:

Innovar y Desarrollar: Construirás, detectarás y crearás modelos de trabajo eficientes para tu región, siempre con el foco puesto en la mejora continua de la experiencia end-to-end cliente.
Liderar la Consistencia Regional: Serás el garante de que todas las regiones utilicen la misma metodología, herramientas y estándares de calidad. Acompañarás a los equipos regionales para asegurar la consecución de objetivos customer centric y la mejora de niveles de servicio.
Analizar y Acelerar: Monitorearás KPIs clave (tiempo de respuesta, tasa de resolución, vida media del caso) y ejercerás de nexo con los partners para garantizar que los equipos tengan los recursos necesarios para la solución con calidad y eficiencia.
Permeabilizar la Estrategia: Trabajarás codo a codo con los Líderes Regionales de Customer Care para acercar la estrategia a las tiendas y equipos operativos, garantizando el alineamiento con los objetivos de la compañía.

Lo que ofrecemos

Queremos que te sientas valorado y que sepas que tu contribución es esencial:

Flexibilidad y Bienestar: Disfruta de la comodidad del trabajo híbrido (2 días de teletrabajo a la semana) y de horarios flexibles que facilitan tu conciliación.
Un Onboarding de Impacto: Un plan de acogida diseñado para que entiendas rápidamente nuestra cultura, misiones y el impacto de tu rol.
Desarrollo a la Carta: No solo ofrecemos formación, te daremos las herramientas para que seas protagonista de tu propio crecimiento.
Beneficios de Bienestar: Acceso a seguro de salud privado y programas de bienestar que cuidan de ti.
Accionariado y Retribución Flexible: Te ofrecemos la posibilidad de formar parte del éxito de la compañía.

Tu trabajo no será solo gestionar casos, será diseñar el futuro de la relación con el cliente en el retail, impactando en la satisfacción, la eficiencia y el crecimiento de la empresa. Si te emociona la idea de construir una experiencia cliente de 5 estrellas junto a un equipo apasionado, ¡te estamos buscando!