Customer Experience & CRM Manager | Departamento de Marketing | Grupo Pampling | Sevilla
Pampling · Seville, Andalusia, Spain
- On site
- Full-time
- €50,000 / year
- Seville, Andalusia, Spain
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Job highlights
- Lead customer experience and CRM strategy.
- Drive customer loyalty and repeat business.
- Integrate eCommerce, retail, and service.
- Improve post-sale experience and satisfaction.
- Utilize automation, personalization, and AI.
About the role
About Grupo Pampling
We are a textile company born in Seville over 20 years ago, with a presence in Spain, Europe, and Latin America in over 100 own stores and a strong online channel connecting us with customers worldwide. Our philosophy is based on offering original and sustainable fashion, betting on creativity, global talent, and responsible production. We have brands with their own personality: Pampling, Wituka, Pájaro Flama, Nerry, Nostalgic Apparel, Agobio, Catharsis, BM Collective, Citees, Pampling&Co, among others.
We have Print Guru (El Pulpo), our own screen-printing workshop, which allows us to control every detail of production and ensure excellent quality. Additionally, we manage logistics and distribution internally, enabling us to optimize times and offer agile responses across all our channels.
Who are we?
A young, diverse, and dynamic team that values creativity, teamwork, and the drive to take on new challenges. We seek individuals with initiative, a collaborative spirit, and a passion for design, fashion, and innovation. Our goal is to continue growing with an engaged human team, always focusing on offering quality products at competitive prices with close customer service.
What are we looking for?
We are looking for a Customer Experience & CRM Manager to lead the customer experience and CRM strategy, ensuring a solid, coherent, and omnichannel relationship with our community, driving loyalty and repeat business.
Key Responsibilities:
- Design and implement the group's CRM as a strategic axis.
- Lead the Pampling Club: Loyalty, Benefits, Community, Omnichannel Activation.
- Define the customer lifecycle strategy: Acquisition → activation → recurrence → reactivation.
- Omnichannel integration: eCommerce – Retail – Customer Service.
- Lead digital customer service: Processes, SLAs, Pampling Tone and Culture.
- Continuous improvement of the post-sale experience.
- Measurement and improvement of NPS and satisfaction.
- Automation, personalization, and AI applied to CRM and CX.
- Cross-functional work with Marketing, Retail, and Technology.
Main KPIs:
- Returning customers.
- Size and activation of the CRM base.
- Use and engagement of the Pampling Club.
- NPS and post-sale satisfaction.
- Response times and quality of service.
What we offer:
- A close, dynamic, and collaborative work environment.
- A project with a long-term vision, autonomy, and real impact on the brand.
- Opportunity to lead strategic CRM initiatives.
- Growth possibilities.
- Discount on our products.
- Flexible working hours.
Do you want to join our team?
Key skills/competency
- Customer Experience
- CRM Strategy
- Customer Lifecycle Management
- Omnichannel
- Customer Service
- NPS
- Marketing Automation
- Personalization
- Retail Integration
- Team Leadership
Skills & topics
- Customer Experience Manager
- CRM Manager
- Customer Loyalty
- Omnichannel Marketing
- Customer Lifecycle Management
- NPS
- Customer Retention
- Marketing Strategy
- Digital Marketing
- Seville Jobs
How to get hired
- Tailor your resume: Highlight CRM, customer experience, and loyalty program experience.
- Showcase omnichannel skills: Emphasize your ability to integrate online and offline channels.
- Quantify achievements: Use metrics like NPS, customer retention, and CRM growth.
- Research Pampling's brands: Understand their unique products and customer base.
- Prepare for strategy questions: Be ready to discuss CRM implementation and lifecycle management.
Technical preparation
Behavioral questions
Frequently asked questions
- What is the primary goal of the Customer Experience & CRM Manager role at Pampling?
- The primary goal is to lead Pampling's customer experience and CRM strategy, ensuring a strong, consistent omnichannel relationship with the community to drive loyalty and repeat business.
- What specific areas will the Customer Experience & CRM Manager oversee at Pampling?
- This role oversees CRM implementation, the Pampling Club (loyalty, benefits, community), customer lifecycle strategy (acquisition to reactivation), omnichannel integration (eCommerce, retail, customer service), digital customer service, post-sale experience, NPS, and the application of AI in CRM and CX.
- How does Pampling approach customer retention and loyalty?
- Pampling focuses on building a solid and coherent omnichannel relationship with its community. Key initiatives include leading the 'Pampling Club' with benefits and community engagement, and defining a customer lifecycle strategy focused on recurrence and reactivation.
- What kind of work environment can I expect at Grupo Pampling?
- Grupo Pampling offers a close, dynamic, and collaborative work environment with a young, diverse, and energetic team. They value creativity, teamwork, and a passion for design, fashion, and innovation.
- What are the key performance indicators (KPIs) for this role at Pampling?
- Key KPIs include the number of returning customers, the size and activation of the CRM base, usage and engagement with the Pampling Club, NPS and post-sale satisfaction scores, and customer service response times and quality.
- Does Pampling offer opportunities for professional growth?
- Yes, Pampling offers possibilities for growth within the company, a project with long-term vision, autonomy, and real impact on the brand, providing opportunities to lead strategic CRM initiatives.
- How important is omnichannel integration for this role at Pampling?
- Omnichannel integration is crucial. The role involves integrating eCommerce, Retail, and Customer Service to ensure a seamless and coherent customer experience across all touchpoints.
- What technologies or methodologies are applied in Pampling's CRM and CX strategy?
- Pampling applies automation, personalization, and Artificial Intelligence (AI) to its CRM and Customer Experience strategies to enhance customer relationships and engagement.