Service Quality & Customer Relationship Manager

Multiplica Talent is looking for you: we are a human resources consultancy focused on recruiting the best digital talent.

We’re looking for a Service Quality & Customer Relationship Manager superstar to join the team of a Spanish multinational commercial bank and financial services company to help improve the engagement ratio of its users. The purpose of this role is to guarantee the customers' experience when using their banking apps. 

Perfect for someone with experience in App Store Optimization. – You will own the customer journey!

Responsibilities:

• Responsible for the definition and implementation of an action plan to increase the satisfaction of our clients and maintain it at a level of excellence (NPS)
• Responsible for the management of the contact center (calls, whatsapp, Gina ...)
• Contact optimization and efficiency improvements
• Optimization of processes, navigation flows and store management in order to position and maintain the 3 client apps above 4 stars

Requirements:

• Proven ASO previous experience
• Ability to communicate results using data
• QA, SEO or SEM background are highly valuable
  

Benefits:

• Competitive salary with a distinct career development opportunity
• Great environment
• Impact millions of customers and be part of the change