Head of Consulting & Support Spain
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Job Summary
We are Merlin Digital Partner! A leading IT and Digital headhunting company who stands out from the crowd boasting over a decade of experience. Weve successfully collaborated and played a pivotal role in the growth of industry heavyweights such as Wallapop Glovo Banc Sabadell and Factorial among others.
Our emphasis lies in people-centric approaches and optimizing the selection processes. Our mission is to revolutionize companies by seamlessly integrating top-tier talent. What sets us apart is our in-depth understanding of each partner (being their best influencer!) addressing not only their needs but also capturing their essence.
We are currently looking for a Head of Consulting & Support for Spain
As Head of Consulting & Support for Spain you will be at the heart of the companys growth journey driving excellence in customer experience and operational integration following the acquisition of two companies.
Your mission will be to unify empower and elevate our Consulting & Support teams ensuring that we not only meet but exceed expectations in this critical market.
You will:
Lead and inspire a team of 20 professionals fostering a high-performance culture rooted in collaboration accountability and innovation.
Design and implement the ideal organizational structure for the post-acquisition Spanish operation ensuring seamless integration and clarity of roles.
Define and implement the needed SLAs to balance our need to grow while providing the needed consulting service for our existing base.
Foster productization of our solutions to help the business scale.
Identify and activate key efficiency levers to accelerate time-to-value and boost team productivity.
Evaluate strengthen and scale operational processes to ensure full team ownership and maximum efficiency.
Analyse current and future customer needs ensuring our services and solutions remain ahead of the curve.
Streamline onboarding journeys designing scalable and efficient paths to accelerate customer adoption and satisfaction.
Drive strategic initiatives aligned with the companys long-term vision for Spain.
Foster strong cross-functional alignment with key departments:
Product: Drive roadmap alignment through customer & market feedback.
Sales: Ensure seamless collaboration on renewals upsell and client health.
HR: Partner on talent acquisition and team development.
Finance: Support robust reporting and operational planning.
What Were Looking For
Proven Leadership: 6 years leading consulting & support teams including at least 4 years leading teams in high-growth tech or SaaS environments.
Strategic & Analytical Mindset: Demonstrated success in designing and executing strategic plans identifying core business challenges and implementing scalable solutions.
Industry Knowledge: Experience in Fintech is highly valued; payroll management expertise is a strong plus.
Growth Orientation: A track record of launching and scaling initiatives that drive customer satisfaction retention and revenue growth.
Problem Solving Excellence: Ability to identify bottlenecks across the onboarding and support journey and implement impactful solutions.
Influence & Gravitas: Skilled in leading cross-functional teams and engaging with senior stakeholders.
Strategic Execution: Comfortable navigating from big-picture vision to hands-on implementation using both qualitative insights and data analytics to inform decisions.
Process & Automation Expertise: Experience in process re-engineering and automation to drive efficiency and improve user experience.
Product Collaboration: Ability to surface productization and drive implementation in line with customer and business priorities.
Change Leadership: Deep experience driving organizational change aligning stakeholders and navigating complexity with confidence.
Team-First Mentality: A collaborative leader with genuine enthusiasm strong interpersonal skills and a drive to elevate those around you.
Scale-Up Experience: Experience operating in fast-paced rapidly scaling SaaS or Fintech environments is a strong advantage.
Availability to be present in both our offices (Reus & Sabadell)
Languages: English or French is a plus
What we offer:
Compensation: Competitive salary (Fix Variable)
Health: Medical insurance
Build the future of the company in Spain: This is a Key Role for the company in Spain following the
recent acquisitions you will be at the heart of decisions that will shape the future of the company itself
Career Development : Our ambition for the coming years implicates a drastic growth in every single aspect of this role responsibilities and resources allocated
Remote Work: enjoy 2 days of remote work per week to optimize your focus and efficiency.
Key Skills
- Compliance Management
- Customer Retention
- Quality Assurance
- Customer Service
- Extensive Knowledge
- Account Management
- Front Office
- Telephone Calls
- Needs Analysis
- Cold calls
- Business Relationships
- Customer Complaints
- Sales Goals
- Sales Process
- New Clients
About Company
🚀 Merlin Digital Partner: Your Strategic Talent Partner in the Digital Ecosystem 🚀At Merlin, we are a leading talent acquisition consultancy with over 20 years of experience in the digital world. We proudly support startups, scaleups, and corporates in more than 10 countries, helping ... View more
