Customer Care Manager

Department: Event Strategy

Team: Customer Care

Location: Barcelona

Position type: Contract until March 2027 Full-Time (Hybrid 2 days in the office)

What the hiring manager says

This role is mainly to contribute lead and manage the delivery of customer experience and customer support to exhibitors at MWC Events Series.

Global Head of Customer Care

About the Team

For the right candidate this is a very exciting environment to work in presenting numerous opportunities to be involved in ground-breaking projects.

Collaboration is at the heart of what we do and as such this role will be expected to collaborate effectively and successfully with colleagues and counterparts from all teams working on shared objectives all the time upholding the values of the GSMA.

Our Customer Care department delivers Attendee Experience Registration Exhibitor Services and an outstanding customer experience across the events that GSMA develops and delivers. Our team is diverse innovative and a great place to work.

About the role

The Customer Care Manager will lead day-to-day management of pro-active Customer Care always ensuring our customers excellent customer experience.

You will have overall responsibility for the implementation and day-today execution of the Exhibitor Services strategy including the onboarding and training of the outsourced team and driving a positive impact on the quality efficiency and engagement of Customer Care services taking every opportunity to ensure that we are delivering cost-effective service excellence.

Our Customer Care Manager must have a can-do attitude will work with internal teams and external partners (sales finance operations registration event technology and vendors) identifying business opportunities during project implementation and delivery; working closely with all stakeholders to implement cost-efficient processes fostering effective cross-departmental communication managing vendor relationships and ensuring business continuity.

As member of the Global Customer Care team you will work to continuously improve the global operational framework to provide a global consistent Customer Experience (CX) approach on high standard.

About You

You are a customer-focused leader with proven experience managing customer care or contact centre operations in a fast-paced environment. You are passionate about delivering excellent service improving processes and leading high-performing teams.

You are organised calm under pressure and confident handling escalations competing priorities and operational challenges. A strong communicator you build effective relationships with customers stakeholders and suppliers.

You are comfortable using CRM systems and reporting tools to drive performance and identify improvements. With a hands-on and proactive approach you enjoy solving problems creating efficiencies and ensuring an outstanding customer experience.

About your skills

• Customer Care Leadership: Proven ability to lead motivate and develop high-performing customer service teams.

• Strategic Account Management: Strong relationship management skills with experience handling key or strategic accounts ensuring high levels of service retention and growth opportunities.

• Operational Excellence: Ability to manage daily operations improve processes and deliver efficient high-quality customer support.

• Stakeholder Communication: Excellent communication and influencing skills with the ability to build trusted relationships internally and externally at all levels.

• Data & CRM Management: Strong understanding of CRM systems reporting and performance analysis to drive informed decisions and continuous improvement.

• Language Skills: Fluent English and Spanish both written and spoken with the ability to communicate professionally with international customers and stakeholders.

We strive to offer a meaningful and inclusive application experience for all candidates. Should you require any accommodations or adjustments due to a disability or for any other reason during the hiring process please contact with your request.

Contract type

Worker type

What We Offer

Working at the GSMA offers you unparalleled access to the mobile industry. We offer a chance to truly shape the direction of mobile whatever your role. By joining the GSMA you will be exposed to a fast-paced rapidly evolving environment working on global solutions genuinely fascinating and industry-changing projects and a stimulating and dynamic environment designed to enable you to flourish.

In addition to architect-designed offices and competitive compensation our benefits include fantastic learning & development opportunities generous holiday allowances four additional days off for professional development and many others.

To learn more about the GSMA visit our career site our LinkedIn page and our Twitter page.

Being You at the GSMA

We care deeply about diversity equity and inclusivity and aspire to be the best at it. Your well-being and work/life balance is important so flexi-time and remote working is available to all staff. Were keen to ensure everyone is equal represented and connected so we particularly encourage applications from all demographics. The sucess of the GSMA year on year will continue to be contributed by people from all walks of life.

GSMA Values

Our values not only drive our culture they shape how we work and interact inside and outside our global organisation.

Passionately driven

We approach everything we do with unparalleled capability tenacity and commitment knowing that the challenging scale pace and complexity of our work is what leads to its world-changing impact.

Insightful leaders

We continually develop and engage our expertise insight and creativity so that were always ready to respond to the changing landscape with authority agility and nuance.

Stronger together

We lean on each other so the industry can lean on us embracing our diversity by actively seeking out perspectives and skill sets beyond our own fuelling each others successes and constantly asking how we can help.

Underpinning our values is our collective mindset to show up purposefully as good human beings every day in every situation. When were at our best we are collaborative considerate and compassionate to others and we create a safe space for one another to thrive assuming positive intent in our colleagues. And if we arent at our best and the pressure is on we feel free to be ourselves but still remain curious lean into the tough stuff and we are always respectful to others and accountable for the part we play.