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Customer Engagement Manager with Spanish and English - Hospitality Background

Meet your Recruiter!

Alessandra Giustizieri
  • Languages:
  • English
  • Italian
  • French
  • Spanish

Our client is a global leader in premium student accommodation dedicated to delivering world-class living experiences. 

They are seeking a proactive, highly organised Customer Engagement Manager to take full ownership of service delivery and post-booking customer journeys across their Spanish properties. Based in Madrid with periodic travel to Barcelona, you will manage operational performance, support customer retention, and mentor team members in a dynamic, fast-paced environment.

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  • Languages:
  • Full Professional English
  • Full Professional Spanish
Madrid
  • Salary: €31,000 Per Year + €5,000 Performance Bonus
  • Industry: Real Estate
  • Contract: Permanent
  • Main Responsibilities
  • Oversee day-to-day Customer Engagement performance across properties in Madrid and Barcelona to maintain exceptional service standards 
  • Provide direct leadership, coaching, and daily support to ground team members to foster a high-performing environment 
  • Track performance against key SLAs and metrics, taking proactive action whenever service delivery falls below expectations 
  • Act as the senior escalation contact in Spain to resolve complex customer inquiries and complaints efficiently 
  • Manage post-booking student journeys from initial confirmation through move-in and residency 
  • Handle payment-related support, contract extensions, and summer business opportunities to drive revenue and prevent arrears   
  • Collaborate with local Finance, Sales, and Residence teams to ensure seamless communication and correct tax/invoicing workflows   
  • Utilize CRM platforms and analytics tools to log cases, monitor customer trends, and recommend process improvements 
  • Travel between Madrid and Barcelona every few weeks, alongside occasional visits to the UK head office
  • Core Skills/Experience
  • Background in customer service, customer experience, or operational management, ideally within hospitality settings 
  • Natural leadership ability, empathy, and coaching mindset with a passion for developing others 
  • Strong commercial awareness and problem-solving skills to manage sensitive situations, retain revenue, and optimize processes 
  • High adaptability and readiness to handle shifting priorities in a fast-paced environment 
  • Competency using CRM software, spreadsheets, and Microsoft Office 365 tools 
  • Flexibility to travel regularly between Madrid and Barcelona as required by business demand  
  • What's on offer
  • Permanent Contract
  • 23 days of annual leave 
  • Hybrid working arrangement with 4 days on-site and 1 day working from home per week
  • Team-building events
  • Comprehensive in-person onboarding week at the UK headquarters
  • Our recruitment process​
  • Step 1: Interview with our Recruiter to get to know you better 
  • Step 2: Interview with the Head of Department and Chief of Staff
  • Step 3: Final conversation with the Chief Operating Officer

At Babel Profiles, we believe in talent beyond labels. This opportunity is open to all qualified candidates, and we are committed to ensuring equal opportunities regardless of gender, gender identity, background, or origin.

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