Customer Experience & CRM Manager
Pampling
Job Overview
Who's the hiring manager?
Sign up to PitchMeAI to discover the hiring manager's details for this job. We will also write them an intro email for you.
Job Description
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
How to Get Hired at Pampling
- 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.
Frequently Asked Questions
Find answers to common questions about this job opportunity
Explore similar opportunities that match your background