Requirements: English
Company: Sanoma Learning
Region: Madrid , Community of Madrid
About the role:
The Head of Customer Success will create an exceptional customer service model in Spain, exceeding service level expectations. The goal is to develop a strategic customer service department focused on knowledge, operational efficiency, and innovation, adding value for teachers, schools, distribution channels, and families. This role will establish strong, collaborative relationships across the organization to ensure a consistent, personalized, and data-driven customer experience.
Technology will significantly enhance this area for customer satisfaction.
Key responsibilities:
1. Creation and Development of the Department
- Design and implement the structure, processes, and culture of the new Customer Service Center.
- Define the strategic lines of the area in alignment with corporate objectives and in coordination with the Operations Management.
- Establish collaborative relationships with all company departments to ensure a comprehensive customer vision and consistent service across all touchpoints.
2. Digital Transformation and Innovation
- Drive the digital transformation of the area through the adoption of emerging technologies such as artificial intelligence, robotic process automation (RPA), and predictive analytics.
- Develop proactive and predictive customer service models that anticipate needs and optimize the customer experience.
- Foster a culture of continuous innovation focused on operational excellence and process improvement.
3. Data Governance and Advanced Analytics
- Lead the implementation of advanced analytics systems to measure KPIs, customer satisfaction, and operational efficiency.
- Use data to generate strategic insights that support decision-making across the organization.
- Promote the use of dynamic dashboards and executive reporting for the General Management and Executive Committee.
4. Team Management and Service Culture
- Build and lead a multidisciplinary customer service team, promoting collaboration, continuous learning, and customer orientation.
- Design training programs focused on digital competencies, technological tools, and service excellence.
- Serve as an internal role model for service culture, ensuring alignment across departments with defined service standards.
5. Optimization of Channels and Tools
- Develop an intelligent omnichannel service model combining self-service, automation, and personalized support.
- Oversee the implementation and evolution of tools such as Freshdesk, 3CX, Jira Service Manager, among others.
- Integrate conversational AI solutions (chatbots, virtual assistants) to enhance efficiency and scalability.
6. Commercial and Logistics Coordination
- Ensure smooth integration between customer service, commercial teams, and logistics.
- Lead support initiatives for schools without in-person service and coordinate the execution of the School Census.
- Oversee the management of logistics and financial incidents, ensuring efficient and sustainable relationships with key clients.
Required Profile
- Over 6 years of experience leading customer service departments in complex and transforming environments.
- Proven experience in using technology for customer service.
- Advanced knowledge of customer service technologies, automation, AI, and data analytics.
- Proven experience in designing and implementing predictive models and digital solutions.
- Strong strategic leadership, business vision, and results orientation.
- Advanced English level (B2C1).
- Residence in Madrid and availability for occasional travel.
About Sanoma Learning:
Sanoma Learning is one of Europes leading providers of learning solutions, committed to transforming education through innovation and digitalization. Our mission is to empower teachers and improve learning outcomes for millions of students across Europe. We combine a strong heritage in educational publishing with a forward-looking approach that emphasizes personalized learning, inclusion, and measurable impact.
In Spain, Sanoma Learning has a strong presence through its acquisition of Santillana Espaa -leading educational publisher- Clickedu school Management software-, and Iddink. Operating under trusted brands, the company plays a key role in supporting Spanish educators with high-quality content and digital tools aligned with national curricula.