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About the role
- Head of Customers leading the merchant journey from onboarding to growth in Spain for Bigblue. Focusing on customer success and operational excellence in fast-growing e-commerce logistics.
Responsibilities
- Own the end-to-end customer success strategy in Spain
- Take full ownership of the merchant lifecycle: onboarding, ramp-up, steady-state operations, retention, and growth.
- Act as the senior escalation point for merchants and strategic accounts.
- Ensure a consistent, high-quality merchant experience across all touchpoints.
- Balance merchant needs with operational and financial constraints, setting clear expectations internally and externally.
- Represent the voice of Spanish merchants within Bigblue.
- Build strong, long-term partnerships with top-tier merchants.
- Personally manage and sponsor relationships with key strategic merchants.
- Act as a trusted advisor, helping merchants navigate logistics, scale efficiently, and improve their e-commerce performance.
- Drive commercial discussions around expansion, scope changes, pricing challenges, and long-term collaboration.
- Anticipate risks (churn, dissatisfaction, margin erosion) and act early.
- Lead and scale Customer teams.
- Lead and develop Account Managers, Onboarding Managers, and Customer Care teams.
- Set clear roles, ownership, objectives, and success criteria across teams.
- Coach managers and individual contributors, with a strong focus on performance, accountability, and growth.
- Build a high-trust, high-performance culture with clear standards and expectations.
- Hire, onboard, and ramp new team members as the business scales.
- Drive performance, retention & profitability through data.
- Own and track core CS KPIs: retention, churn, NPS, merchant profitability, onboarding success, ticket volumes, expansion, and upsell.
- Perform deep dives into merchant and portfolio performance to identify trends, risks, and opportunities.
- Translate data into clear priorities and actions, not just reporting.
- Partner closely with Finance and Operations to ensure healthy unit economics at merchant and portfolio level.
- Define and improve CS processes across onboarding, account management, and care.
- Implement strong operating rhythms: portfolio reviews, QBRs, escalation tracking, performance reviews.
- Ensure teams focus on high-impact merchants and issues, not just reactive support.
- Create clarity in prioritization when trade-offs arise between growth, service quality, and operational constraints.
- Work closely with Operations, Warehouses, Transport, Product, Tech, and Sales to resolve merchant issues and improve experience.
- Bring structured merchant feedback into Product and Ops roadmaps.
- Lead cross-functional initiatives to improve tools, processes, and merchant self-service.
- Own or sponsor CS-driven projects that improve scalability and experience across the merchant base.
Requirements
- 8+ years of experience in Customer Success, Account Management, or similar roles, ideally in logistics, e-commerce, SaaS, or marketplaces.
- Proven experience managing and scaling teams.
- Strong exposure to complex B2B customers with operational dependencies.
- Experience in fast-growing, less structured environments.
- Strong relationship-builder with excellent social, communication, and commercial skills.
- Highly analytical: comfortable working with data, KPIs, and financial metrics.
- Ownership mindset: accountable for outcomes, not just activities.
- Able to structure ambiguity and turn problems into executable plans.
- Comfortable challenging customers and internal teams when needed.
- Execution-oriented: focuses on impact, follow-through, and results.
- Fluent in English and Spanish.
Benefits
- Food Allowance: food budget of €110 to spend at restaurants, or through services like Uber and Glovo.
- ClassPass membership for fitness & wellness.
- MacBook or any setup you need — your choice of equipment to do your best work.
- 100% health insurance coverage with Benefiz.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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