NÚRIA ROIG SÁNCHEZ
Barcelona
Summary
Customer Communications Specialist with 5+ years of experience, passionate about creating content that is clear, consistent, and truly useful. I improve CRM and user-facing content through a thoughtful tone of voice, always adapting to cultural nuances and user needs. My work helps people find what they’re looking for—driving satisfaction, engagement, and long-term loyalty. Career goals: to grow as a strategic content leader, become a point of reference in CRM and Tone of Voice, and keep shaping user experiences through meaningful, user-first communication.
Overview
6
6
years of professional experience
Work History
Customer Communications Specialist
Glovo
Barcelona
02.2024 - Current
- Strategized Tone of Voice and CRM content across all verticals and channels.
- Applied UX best practices to improve information structure, self-service, and satisfaction in Help Centers.
- Main point of contact for Tone of Voice initiatives, in close collaboration with process optimization, training, and quality teams.
- Adapted content for local markets by applying cultural insights to make communication clearer, more engaging, and locally relevant.
Content Manager
Verse (Cash App by Block Inc)
Barcelona
01.2021 - 10.2023
- Owned and maintained Help Center content, including FAQs, macros, forms, and IVR scripts.
- Committed to delivering exceptional customer support.
- Optimized communication effectiveness through strategic, user-centered content design.
- Boosted client retention through user empowerment strategies that encouraged self-service.
- Enhanced user experience by aligning content with UX best practices.
User Happiness Specialist
Verse (Cash App by Block Inc)
Barcelona
01.2020 - 01.2021
- Transformed customer feedback into actionable product features.
- Worked with cross-functional teams to refine processes affecting user experience.
- Reported suspicious patterns.
SEO Content Specialist
Looper
Amsterdam
01.2019 - 01.2020
- Enhanced organic visibility through effective SEO strategy implementation for German and Spanish web pages.
- Managed Google Ads campaigns in German and Spanish, driving higher click-through rates.
- Produced multilingual blog posts utilizing WordPress.
- Analyzed organic traffic trends using SEO metrics.
Education
Translation and Interpreting -
Universitat Pompeu Fabra
Barcelona, Spain06.2009
Translation - German Language & Culture
Universität Potsdam
Potsdam, Germany06.2007
Skills
- Customer Communications
- CRM Content Management
- Tone of Voice
- Strategic Content Planning
- Cultural Awareness
- UX Metrics Assessment
- Effective Time Management
- Strong Organizational Skills
Languages
Catalan
First Language
Spanish
Proficient (C2)
C2
English
Advanced (C1)
C1
Italian
Upper Intermediate (B2)
B2
German
Intermediate (B1)
B1
Portuguese
Elementary (A2)
A2
Timeline
Customer Communications Specialist
Glovo
02.2024 - Current
Content Manager
Verse (Cash App by Block Inc)
01.2021 - 10.2023
User Happiness Specialist
Verse (Cash App by Block Inc)
01.2020 - 01.2021
SEO Content Specialist
Looper
01.2019 - 01.2020
Translation and Interpreting -
Universitat Pompeu Fabra
Translation - German Language & Culture
Universität Potsdam
Similar Profiles
SAMANTHA ASTORGASAMANTHA ASTORGA
People Business Partner at GlovoPeople Business Partner at Glovo
Jehovajireh SIMBI SHEMAJehovajireh SIMBI SHEMA
Financial Assistant at GlovoFinancial Assistant at Glovo
EVANS WANDERAEVANS WANDERA
Senior Analyst, Expansion & Operations at GlovoSenior Analyst, Expansion & Operations at Glovo
Nikola ManojlovicNikola Manojlovic
Senior Data Analyst at GlovoSenior Data Analyst at Glovo
Giulia BissaccoGiulia Bissacco
Sales Development Representative at Dogfy DietSales Development Representative at Dogfy Diet