✔Josep Pou
Head of Customer Experience & Support US market at YOGABODY- Claim this Profile
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English Full professional proficiency
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French Full professional proficiency
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Spanish Native or bilingual proficiency
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Catalan Native or bilingual proficiency
Topline Score
Bio
LUCAS ROCKWOOD
Josep joined YOGABODY just before COVID hit, so our entire company was turned upside down before he even had time to get to know everyone. Without missing a beat, working from home, Josep quickly learned our very complex business structure, logistics, and support needs, and then established his leadership role managing and planning for our customer support department with every decision ranging from software choice to new hires. He's respected by his direct reports, loved by customers, and an integral part of the team. It's a pleasure to work with a real professional.
Núria Meler Merino
After working with Josep for 4 years I can guarantee he is a hard worker and 100% committed to the business. He became my right hand when I came from the Australian Headquarters of Vitality 4 Life to set up a new European Customer Service Office in Barcelona. His management and leadership skills were key to build a successful environment. Josep can manage recruitment and training of teams, he is especially skilled in customer satisfaction teams in different languages.
LUCAS ROCKWOOD
Josep joined YOGABODY just before COVID hit, so our entire company was turned upside down before he even had time to get to know everyone. Without missing a beat, working from home, Josep quickly learned our very complex business structure, logistics, and support needs, and then established his leadership role managing and planning for our customer support department with every decision ranging from software choice to new hires. He's respected by his direct reports, loved by customers, and an integral part of the team. It's a pleasure to work with a real professional.
Núria Meler Merino
After working with Josep for 4 years I can guarantee he is a hard worker and 100% committed to the business. He became my right hand when I came from the Australian Headquarters of Vitality 4 Life to set up a new European Customer Service Office in Barcelona. His management and leadership skills were key to build a successful environment. Josep can manage recruitment and training of teams, he is especially skilled in customer satisfaction teams in different languages.
LUCAS ROCKWOOD
Josep joined YOGABODY just before COVID hit, so our entire company was turned upside down before he even had time to get to know everyone. Without missing a beat, working from home, Josep quickly learned our very complex business structure, logistics, and support needs, and then established his leadership role managing and planning for our customer support department with every decision ranging from software choice to new hires. He's respected by his direct reports, loved by customers, and an integral part of the team. It's a pleasure to work with a real professional.
Núria Meler Merino
After working with Josep for 4 years I can guarantee he is a hard worker and 100% committed to the business. He became my right hand when I came from the Australian Headquarters of Vitality 4 Life to set up a new European Customer Service Office in Barcelona. His management and leadership skills were key to build a successful environment. Josep can manage recruitment and training of teams, he is especially skilled in customer satisfaction teams in different languages.
LUCAS ROCKWOOD
Josep joined YOGABODY just before COVID hit, so our entire company was turned upside down before he even had time to get to know everyone. Without missing a beat, working from home, Josep quickly learned our very complex business structure, logistics, and support needs, and then established his leadership role managing and planning for our customer support department with every decision ranging from software choice to new hires. He's respected by his direct reports, loved by customers, and an integral part of the team. It's a pleasure to work with a real professional.
Núria Meler Merino
After working with Josep for 4 years I can guarantee he is a hard worker and 100% committed to the business. He became my right hand when I came from the Australian Headquarters of Vitality 4 Life to set up a new European Customer Service Office in Barcelona. His management and leadership skills were key to build a successful environment. Josep can manage recruitment and training of teams, he is especially skilled in customer satisfaction teams in different languages.
Credentials
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MBSR Mindfulness Programme
Instituto EsmindfulnessMar, 2021- Oct, 2024 -
Certification specialized in Digital Marketing (120 h)
GoogleMay, 2015- Oct, 2024 -
Certification of Digital Marketing basics (40 h)
GoogleMar, 2013- Oct, 2024
Experience
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YOGABODY
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Spain
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Health, Wellness & Fitness
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1 - 100 Employee
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Head of Customer Experience & Support US market
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Mar 2020 - Present
▶ Implementation and management of the customer experience strategy.▶ Software integration to improve customer requests management.▶ CX & EX KPI implementation to assess CS team performance and improve overall CX CSAT 95% in 2021, NPS, CES, CLI, First-Call Resolution, First Response Time, Resolution Time.▶ Offshore team management & performance monitoring (eNPS ‘21 90%).▶ Implementation of new CS & Social Media Guidelines and procedures.▶ Amazon Seller Central and Reviews management.▶ Increase brand equity and consumer confidence.
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Vitality 4 Life
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Australia
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Wellness and Fitness Services
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1 - 100 Employee
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Project & CS Manager EU market
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Apr 2016 - Mar 2020
▶ Opening and Implementation of the new EU Customer Service Office, including showroom, warehouse and TAS.▶ Multicultural team management (recruitment, mentoring, training, empowerment and team motivation).▶ B2B & Social Media affiliation program management.▶ Development and implementation of CS & Social Media procedures to meet and improve CX expectations.▶ Amazon Seller Central Management. ▶ Opening and Implementation of the new EU Customer Service Office, including showroom, warehouse and TAS.▶ Multicultural team management (recruitment, mentoring, training, empowerment and team motivation).▶ B2B & Social Media affiliation program management.▶ Development and implementation of CS & Social Media procedures to meet and improve CX expectations.▶ Amazon Seller Central Management.
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Transports i Serveis Pou Padrós
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Spain
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Construction
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Marketing & Sales Manager
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Jan 2013 - Dec 2015
▶ Implementation of customer loyalty programs to attract new customersand maintain current portfolio.▶ Creation of the new logo, brochure and web page design management.▶ Public promotional campaigns and local magazine ads.▶ B2B program management. ▶ Implementation of customer loyalty programs to attract new customersand maintain current portfolio.▶ Creation of the new logo, brochure and web page design management.▶ Public promotional campaigns and local magazine ads.▶ B2B program management.
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Thales Digital Identity and Security (ex Gemalto)
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France
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IT Services and IT Consulting
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700 & Above Employee
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Product Specialist
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Sep 2009 - May 2014
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.
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Customer Service Representative
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Jul 2006 - Aug 2009
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.
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Antonio Puig
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Spain
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Industrial Machinery Manufacturing
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International trade assistant
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May 2005 - Sep 2005
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. 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.
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Education
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2020 - 2020
Esade
Customer Experience Management Programme -
2022 - 2023
Universitat de Barcelona
Master of Neuromarketing -
2018 - 2019
DEC association (Spanish Association for the Customer Experience Development)
Customer Experience Certification, Customer Experience -
2010 - 2017
Universitat Oberta de Catalunya
Licentiate degree, Marketing and Market Research Degree -
2013 - 2014
Spanish Association of NLP (AEPNL)
Neuro-Lingüistic Programming Certificate (110 h), Psicology -
2008 - 2009
ESERP Business & Law School
Master, Marketing Management -
2004 - 2006
Fontanella Private Academy
Higher graduate, Higher graduate in International Trade
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