Digital Experience Manager (CX Strategy)

Product Manager

Tribal Worldwide

¡En Tribal estamos buscando una persona como tú! ¿Te apetece? Tribal Worldwide - ¿Quiénes somos? Somos una consultora de diseño orientada al crecimiento. Nos dedicamos a resolver los retos que nos plantean nuestros clientes, manteniendo siempre un contacto cercano, honesto y directo con ellos. Buscamos tener el mayor impacto posible a la hora de mejorar sus negocios. Trabajamos con ganas, aportando calidad, honestidad y transparencia en todos y cada uno de nuestros proyectos. Si buscas un lugar para crecer profesionalmente, aprender de gente muy talentosa y disfrutar de un ambiente cercano, ¡Queremos conocerte!” ¿Por qué te estamos buscando? Buscamos a un/a Product Manager CX para integrarse en el equipo de uno de nuestros clientes más importantes: un líder en España del sector retail. Tu misión no será mover píxeles, sino ser el "cerebro" cualitativo detrás de la estrategia digital, traduciendo lo que el usuario siente y dice en palancas reales de negocio.  Buscamos a alguien que sepa navegar entre las necesidades de negocio locales y las directrices de una gran matriz internacional, siendo el referente al que todos acuden cuando necesitan entender el comportamiento del usuario en la web.  ¿Qué harás con nosotros?  * Interlocución Local-Global: Serás el punto de contacto entre la estrategia de CX Digital en España y las directrices o herramientas del grupo global, asegurando que las nuevas funcionalidades internacionales estén alineadas con las necesidades reales de los clientes locales.  * Hub de Insights Cualitativos: Serás el referente interno al que consulten las áreas de Negocio y Producto. Decidirás qué medir, cuándo lanzar una encuesta y cómo interpretar los datos para que toda la organización entienda al usuario.  * Validador de Soluciones: Participarás en la definición de soluciones participando en sesiones estratégicas. Tu papel será validar que las propuestas resuelven los problemas detectados en las encuestas y auditorías cualitativas.  * Análisis de Impacto en Conversión: Transformarás el feedback cualitativo en argumentos de negocio. Redactarás informes concisos y directos, extrayendo insights que sirvan como palancas de actuación sobre los principales "pains" del cliente.  * Revisión de BBDD y Dashboards: Apoyarás en la revisión de bases de datos y alinearás los cuadros de mando en herramientas de feedback. Tu objetivo será montar dashboards consumibles por todos los equipos para que puedan extraer datos de manera rápida y autónoma.  ¿Qué esperamos de ti?  * Experiencia: Al menos 4 años en roles de CX, Estrategia Digital o Product Management con un fuerte enfoque en análisis cualitativo.  * Dominio de Herramientas: Necesitamos que tengas un manejo avanzado de Qualtrics (creación de dashboards y gestión de BBDD), además de experiencia con ContentSquare y Jira.  * Capacidad Analítica y de Síntesis: Habilidad para redactar informes ejecutivos que conviertan datos complejos en argumentos de negocio claros.  * Habilidades de Comunicación: Capacidad para hablar de tú a tú con diferentes áreas y gestionar la interlocución con equipos internacionales.  * Mentalidad de Producto: Aunque no diseñes, debes entender el lenguaje de producto y saber validar soluciones frente a problemas detectados.  * Inglés: Nivel fluido, necesario para la coordinación con los equipos globales y la redacción de documentación técnica.  ¿Qué te ofrecemos?  * 27 días laborables de vacaciones y jornada de verano (de mediados de junio a mediados de septiembre).  * Desarrollo personal: clases de inglés y acceso a herramientas de bienestar.  * Lo más importante: una "tribu" con un ambiente cercano y honesto (y los afterworks de los lunes, que no falten).

Customer Experience Lead

Scan.com

We’re Scan.com, the digital health scale-up making diagnostics accessible, fast, and transparent. Our technology speeds up diagnoses for timely treatments, improving healthcare outcomes for hundreds of patients each day. We're doing diagnostics differently, with solutions tailored to both patients and providers, all backed by our technology and world-class customer operations team. Our B2C marketplace simplifies booking a scan, making it as straightforward for patients as booking a hotel. Our B2B platforms provide live scheduling at the point of care and harness AI to ease workflows for physicians, attorneys, and providers. We're looking for a Customer Experience Lead at an exciting time -- we've successfully launched multiple platforms and products, raised over $70m in VC funding, reached profitability, and have a growth trajectory of over 100% YoY.   WHAT YOU WILL BE GETTING INVOLVED IN The CX Experience Lead sits within our Customer Experience team, reporting to CX leadership and acting as a critical liaison between Customer Experience, Product, Engineering, Operations, and Enablement. This role is responsible for improving the end-to-end customer experience through support operations, issue resolution, process optimization, and voice-of-customer insight — ensuring that both patients and providers have a consistently excellent experience with Scan.com's platforms. As a scaleup business, you can expect your role to develop over time. Here are some of the types of things you could be getting involved in: Customer Support & Issue Resolution * Managing incoming customer support requests across email, Slack, phone, and shared inbox channels, including portal support, practice onboarding, and third-party setup requests * Serving as a primary point of contact for customer issues, escalations, and service-related inquiries, ensuring timely resolution or appropriate escalation * Troubleshooting and resolving customer and partner issues related to workflows, access, portal requests, and operational support needs * Identifying recurring issues, support risks, and escalation themes, and communicating patterns to leadership with recommendations for resolution or prevention * Promoting consistency in customer support by sharing best practices and helping standardize team responses * Creating, maintaining, and optimizing standard operating procedures (SOPs) for customer support workflows, portal issue resolution, and shared inbox management * Establishing and managing SLAs for support channels including Front.com — covering response expectations, triage standards, and performance reporting * Documenting support workflows, request types, resolution paths, and process dependencies including flowcharts and intake-to-resolution process maps * Building and maintaining a centralized CX knowledge base in Notion to support team efficiency, onboarding, and process consistency * Driving adoption of updated workflows, intake processes, and operational standards across the CX team and cross-functional partners Knowledge Management & Enablement * Maintaining and improving help center content, troubleshooting guides, FAQs, and internal support documentation * Identifying documentation gaps and recommending new content based on support trends, product changes, and recurring customer questions * Partnering with Enablement to develop training materials, support playbooks, and process documentation for CX tools and workflows * Creating tailored support resources for different audiences including referral partners, attorneys, and third parties Customer Insights, Feedback & Voice of Customer * Tracking customer issues, support trends, and recurring themes by analyzing support volume, ticket categories, and feedback sources * Collecting, synthesizing, and communicating customer feedback to identify pain points and opportunities to improve the experience * Leading or supporting NPS, CSAT, and other survey programs to gather actionable insights * Developing voice-of-customer reporting, customer journey documentation, and trend analysis to inform CX strategy and cross-functional decision-making Cross-Functional Collaboration * Partnering closely with Product, Engineering, and Operations to surface recurring workflow issues and support resolution of systemic problems * Contributing to the testing, rollout, and refinement of new support workflows, onboarding improvements, and retention-focused initiatives * Acting as a CX advocate across the organization by bringing forward customer feedback and operational insights that improve the overall customer experience THE TOP 5 THINGS WE WANT YOU TO ACHIEVE IN YOUR FIRST YEAR 1. Build and document SOPs across all key CX support workflows — so the team operates consistently, customers get reliable responses, and gaps are eliminated. 2. Launch and grow a centralized Notion knowledge base that the CX team, and cross-functional partners, genuinely rely on day-to-day. 3. Stand up SLA standards for Front.com and other support channels, with clear triage standards and reporting that holds the team accountable. 4. Deliver voice-of-customer reporting that directly shapes a product or operational decision — demonstrating that the customer's voice has a real seat at the table. 5. Earn trust as a cross-functional partner to Product, Engineering, and Operations — someone those teams proactively loop in because of the value you bring. WHAT YOU MIGHT BRING TO THE TABLE You don't need to tick all the boxes to apply for this role. Whether it's your first role or your fifth, we believe everyone can add value, learn, and grow. However, these might be some of the ways you are currently adding value: * A background in customer support, SAAS, CX operations, or a customer-facing operational role — with hands-on experience driving process improvement * An analytical mindset: comfortable identifying trends, root causes, and opportunities from support data, ticket themes, and customer feedback. Not being afraid to experiment with solutions * Experience with customer feedback programs such as NPS and CSAT, and a genuine interest in understanding and improving the customer experience * Skilled at creating SOPs, knowledge base articles, FAQs, and troubleshooting guides that are clear, consistent, and actually used * Healthcare Industry Experience Required HOW WE WILL INTERVIEW YOU: We keep our interview process short and sweet, and we’re a nimble team that can progress at pace. Here are the stages you can expect, but we might switch up the order of each step depending on team availability: 1. Introductory call/interview with our Talent Partner. The call is via telephone and will last around 30 minutes. 2. Should it feel like there is an initial fit for all, we will invite you to a video call with the hiring manager for around 60 minutes. This is a more structured interview that will deep-dive into the role. 3. All of our roles will have an assessment stage. This might be in person, a take-home assessment, or further video calls. Length varies, but we’re mindful of your time and try to keep it as simple as possible. 4. Offer! BENEFITS: We go beyond the basics with our benefits package. Here’s what you can expect from us: * Salary range of $88,000- $98,000 per year * 401k * Healthcare, Vision, and Dental * All the equipment needed for you to do your role effectively * Flexible working * Remote or hybrid working options (where possible) * Personal Development budgets * 18 days PTO plus public holidays * 10 paid sick days * Inclusive policies designed by our team, for our team Diversity at SCAN.COM Scan.com is committed to eliminating discrimination and encouraging diversity within our team. We strive to provide equality and fairness for all job applicants and employees, and never discriminate on the basis of gender, marital status, age, race, ethnicity, religion, or physical differences. We are opposed to all forms of unlawful treatment and discrimination. Our ambition is for our team and its Board to be representative of the diversity in society, and for every employee to feel respected and able to bring their best selves to work.

Campaign Manager

VML MAP

WHO WE ARE WPP Enterprise Solutions designs, builds, and operates the growth systems that competitive businesses rely on. In a world where Al is reshaping how companies drive growth, we lead clients in business transformation and marketing modernization, connecting strategy directly to execution. Our 12,000 experts in engineering and platforms, commerce, consulting, content transformation, CRM, and CX work within a unified global operating unit across 40+ markets. WPP Enterprise Solutions works alongside best-in-class partners including Adobe, AWS, Braze, Google, Microsoft, Salesforce, and Shopify, as well as innovators in AI, to deliver growth solutions tailored to the needs of our clients’ businesses.   THE OPPORTUNITY: This role focuses on managing and optimizing omnichannel marketing campaigns using Salesforce Marketing Cloud and CRM platforms. The professional will work closely with marketing, platform, creative, and production teams to design, execute, and monitor cross-channel customer engagement strategies across web, email, WhatsApp, and other digital channels. The role involves building campaign workflows, managing data within Salesforce, and analyzing engagement metrics to improve campaign performance and customer targeting. WHAT YOU’LL BE DOING: *  Responsible for bringing cohesion to marketing process and campaign reporting across cross functional teams, ensuring implementation as per agreement with Brands and Markets.  * Cross-channel customer engagement tactics, workflow design and validation to include the creation of omni-channel digital experiences across web, email, WhatsApp and eDetails. * Develop/orchestrate engagement-oriented campaigns across all channels to drive engagement metrics that support opportunity.  * Interpret analytics information, including behavioural results data, to drive optimization of target audience engagement. * Provide recommendations and suggestions on the Omnichannel workflow within Salesforce.  * Coordinate with multiple markets in maintaining the localized omni-channel tactics by analyzing the channel operation and engagement scores of the markets.  * Work closely with platform teams to request features, functions, data capture to support omnichannel campaigns. * Works with cross functional teams to support UAT. * Experience working with Cross Functional teams, across production, creative and platforms.  * Evaluate and analyze Omnichannel program performance vs. industry standards and benchmarks in the digital space.  * Understanding of data dictionary, data structures, data mart in relation to CRM.  * Ability to work with dynamic data sets to deliver personalization.  * Experience with implementing measurement criteria for measuring asset and campaign performance metrics.  WHAT WE WANT FROM YOU: * Proficiency with Salesforce Marketing Cloud (SFMC). * Hands-on experience in Salesforce Omni Channel campaign workflow and administration (e.g. Define routing, queues, managing users, security controls, and data as well as creating roles, profiles, and reports).  * 5+ year of Omni Channel experience with Salesforce CRM. * Exposure on setting up Data Extension and AMPscripts in Salesforce Marketing Cloud. * Strong, standards-based HTML and CSS skills are desirable.  * Basic understanding of Javascript & AMPScripts. *  Proficiency with marketing automation tools and processes – Salesforce Marketing Cloud, Adobe Experience Manager, Adobe Experience Cloud, Veeva CRM, Veeva Vault  WHAT WE CAN OFFER YOU: Alongside the opportunity to work with some of the most exciting brands around the world, we’ll also prioritise your career development and help you grow your skills. We’ll empower you to make a difference, allow you to be yourself, and respect who you are. Our culture thrives on our core values, designed for impact-driven individuals: Heart, Brains and Courage. We lead with Heart, fostering empathy and trust where genuine connections and human-centric work flourish. We empower your Brains for innovation, valuing relentless curiosity and collaborative intelligence to solve complex challenges. And we champion Courage, inspiring you to speak up, embrace experimentation, and advocate for bold solutions that push our thinking to be better than yesterday. AT VML ENTERPRISE SOLUTIONS Our Enterprise Solutions division houses strategic consultants, creative and technical architects and skilled developers and operators that together help some of the world’s leading organisations to deliver outstanding digital experiences across all major routes to market worldwide: marketplaces, online retailers, D2C, B2B and social platforms. With over 4,200 experts in 55 operational centres across 34 countries, our capabilities span the entire buying journey from customer acquisition, through engagement, to conversion and loyalty, driving multi-channel growth for world-leading brands. We work with some of the most exciting brands such as The Coca-Cola Company, EY, Bosch, Unilever, Ford, DFS, Mercedes-Benz, Johnson & Johnson, Nestlé, Sainsbury’s, Selfridges, Shell and Tiffany & Co. We’ve built over 500 platforms for brands and retailers and generate in excess of $29bn annually for our clients and work with over 50 strategic partners including Adobe, SAP, Salesforce, HCL, Shopify, Sitecore, BigCommerce, commerce tools and Acquia. Our reputation is based on our people, and we believe we have some of the best in the business. As our business grows internationally, we’re looking for new people to join us on our journey to inspire and take a key role in shaping some of the best commerce solutions, services, and websites in the world. Working as a team, no problem is insurmountable; we share in our client’s successes and believe that anyone can show creative bravery no matter what their role is in the team.   About WPP WPP is the trusted growth partner for the world’s leading brands. We unite cutting-edge media intelligence and data solutions, world-class creativity, next-generation production, transformative enterprise solutions and expert strategic counsel in a single company – powered by exceptional talent and our agentic marketing platform, WPP Open, to help our clients navigate change, capture opportunity and deliver transformational growth. For more information, visit WPP.com. WPP (MAP/VML) is an equal opportunity employer and considers applicants for all positions without discrimination or regard to characteristics. We are committed to fostering a culture of respect in which everyone feels they belong and has the same opportunities to progress in their careers.  When you click “Apply now” below, your information is sent to MAP/VML. To learn more about how we process your personal data during when you apply for a role with us, on how you can update your information or have the information removed please read our Privacy policy. California residents should read our California Recruitment Privacy Notice.