✔Josep Pou Email & Phone Number

Madrid, Es

Madrid, Community Of Madrid, Spain

▶ Expertly drive customer experience (CX) and customer service (CS) strategy to optimize operational efficiency. ▶ Led software implementation (ticketing systems, AI solutions, social media integration), boosting CSAT by +90%, reducing response times to 15 hours and decreasing workload by 25% within one year. ▶ Increased customer feedback response rates by 34% and delivered actionable insights to integrate customer journey feedback into product design, resulting in improved CX, UX, reduced complaints, and increased sales.▶ Streamlined offshore team management: Recruitment, training, performance reviews.

Barcelona, Cataluña / Catalunya, España

▶ Led the launch of the EU Customer Service Office, ensuing operational efficiency in the showroom, warehouse and TAS. ▶ Designed and executed CS and social media protocols, leveraging technology to streamline customer requests and improve overall CX. ▶ Led a diverse team in recruitment, mentoring and training, enhancing performance across B2B, B2C and social media programs.

Lliçà D'Amunt (Bcn)

▶ Led the logo, brochure, and website redesign to strengthen brand identity. ▶ Implemented customer loyalty programs to boost acquisition and retention. ▶ Launched public event campaigns and magazinea ds to boost brand visibility and awareness.

Parets Del Vallès (Spain)

R o l e s & R e s p o n s i b i l i t i e s ▶ Ensure that all card designs and card production samples coming from worldwide Gemalto sites are submitted and approved onto certified companies such Visa, MasterCard Europe, MasterCard France, American Express, Diners and other certified companies in accordance with Product Brand Standards and Operating Regulations.▶ Updating manufacturing plants worldwide with new Product Brand Standards regulations of certified entities.▶ Direct contact with certified card suppliers to assist and solve problems arising.K e y A c h i e v e m e n t s ▶ Active participation in homologation work flow between the different departments involved.▶ Providing document templates to enable users to proceed with card design file submission to certified companies.

Parets Del Vallès (Bcn)

R o l e s & R e s p o n s i b i l i t i e s ▶ To provide an excellent and efficient service to both internal and external customers.▶ To be in charge of customer projects and campaigns.▶ Responsible for several key customers around Europe like ING Netherlands, ING Belgium, Israel Credit Cards, BNP Paribas, Banco Sabadell, ING Poland, ABN AMRO, Cedicam for instance.▶ Customer complaints management.K e y P r o j e c t & A c h i e v e m e n t s▶ To participate in workflows focused on customer care and quality service.

Barcelona Area, Spain

R o l e s & R e s p o n s i b i l i t i e s ▶ Preparation of European and CEMEA annual budget forecast for different brand names (Carolina Herrera, Paco Rabanne, Nina Ricci, Comme des Garçons and Prada).▶ Customer service tasks.▶ Order management.

Customer Experience Management Programme

Master Of Neuromarketing

Customer Experience Certification, Customer Service Management

The Professional Certification in Customer Experience developed by DEC offers a guarantee of theoretical and practical knowledge.

Licentiate Degree, Marketing And Market Research Degree

Neuro-Lingüistic Programming Certificate (110 H), Psicology

Master, Marketing Management

Higher Graduate, Higher Graduate In International Trade