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B2B Customer Engagement Specialist

Spain, Comunidad Valenciana, ValenciaProduct

Job description

Who are we?

Jeff is an international Start-up based in Valencia, Spain, that is revolutionizing how customers access every-day services, online to offline. We have more than 2300 hubs across South America, Europe, South East Asia, Africa, Eastern Europe and most recently we have launched our services in the US which represents an incredible market and opportunity for Jeff. Operating worldwide, we provide Jeff’s services in more than 42 countries across our 6 verticals laundry, beauty, fitness, relax, coffee and works.


Jeff's mobile app and online platform connects customers with our local hub services such as laundry, beauty and fitness, allowing them to lay back, relax and enjoy their day.


The good, good life is brought to you by #TheGoodGoodTeam, we are more than 300 passionate and committed Jeffs from all over the world and (most) based in Valencia (Spain). We are a passionate, dynamic, data driven and collaborative team who is ready to change things!


Our core values are our strength, we share and promote them through our organization to create a great culture and a great place to work. Never enough, All in, Zero bullshit, One team. Would you like to join us and become the next “Jeff”? We are looking forward to meeting you!


· LOOK GOOD · FEEL GOOD · LIVE GOOD ·


What is the mission of this role?

Ensure entrepreneur engagement by resolving friction at key touch points in the entrepreneur journey, as well as creating strategies and actions that enable entrepreneur involvement, adoption, participation and recommendation with the brand.

What will you do?

You're excited about this opportunity because you love customer experience, loyalty, data, reporting and process maps.

  • Work closely with Product and Entrepreneur Care teams to strengthen the entrepreneur life cycle and ensure a consistent and integrated customer experience across all Entrepreneur touch points.

  • Pilot, build and scale repeatable, yet customizable actions that help drive product adoption and customer loyalty, primarily reflected in the NPS recommendation metric.

  • Dive into a VoC program that provides the organization with actionable insights into the customer experience. This includes: developing, testing, implementing and iterating different types of surveys that allow the collection of feedback from our entrepreneurs. In addition you will be analyzing, finding shortcomings, driving entrepreneur centered decisions and working on actions.

  • Identify the barriers that prevent increasing the response rate of the surveys and participation in brand activities, in order to minimize them and achieve the expected outcome.

  • Use data driven insights and storytelling to inspire the company to listen, understand and act on partner feedback.

  • Engage the entrepreneur community and build community pride through platforms, programs and events.

  • Identify correlations between customer behaviors and success and build programs to nurture those behaviors.

  • Automate, scale, and personalize communications across channels. You will work closely with the Communications team members but the impact of your work will be measured by clear and distinct KPIs. You won't be in charge of creating communication content, however you will have the opportunity to steer and refine the messages to ensure our strategy is delivered in an impactful way.


Job requirements


Experience and skills required:
  • Bachelor's degree is required

  • More than 4 years direct experience in Customer Experience, Customer Insights, Customer Engagement or Market Research. Experience in B2B is a plus.

  • Experience and success using data to tell a story; including the ability to draw and synthesize insights from multiple different sources.

  • Experience working with and knowledge of Customer Experience or Voice of Customer metrics (NPS, CSAT, etc.), surveys programs, or event-based surveys.

  • You're familiar with capabilities including marketing automation platforms, customer data platforms and email platforms.

  • No experience in management is required.


Languages:

  • Fluent in English. Spanish is nice to have. Other languages are a plus.


Tool experience:

  • Previous experience with simple and advanced survey design platforms that include logical leaps and variable consideration.

  • Highly proficient in excel or google sheets.

  • Previous experience using CRM or Marketing Automation platforms such as Hubspot. Gainsight experience is a huge plus.

  • Experience in journey mapping and blueprinting. Figma experience is desirable but not required.


Soft skills:

Self-starting

Intellectually curious

Excellent communication

Problem-solving abilities. 

Strong analytical and presentation skills. 

*This role requires a high degree of collaboration with other teams to plan and execute shared goals.


What's in it for you?

  • Career growth based on public IC levels.
  • Remote work.
  • Flexible working hours.
  • Work-life balance.
  • 23 days of holidays.
  • Bday off.
  • Christmas or New year eve off.
  • Cobee: flexible compensation plan.
  • Payflow: receive your salary immediately.
  • Health insurance discounts (Spain).
  • Health treatment discounts (Valencia).
  • Half day off for children’s birthday.
  • New baby on board support.
  • Paid leave for children’s medical appointments.

Come and join us!

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