Mamen Fernandez

Mamen Fernandez is the current Head of Customer Experience at Badi. Mamen has been in this role since April 2018 and is responsible for building, leading, and scaling the Customer Experience Department. This department is made up of 20 people and 4 teams: Customer Success (B2B), Customer Support (B2C), Customer Operations (QA, Training, Education and Research) and Trust & Safety teams (Fraud & Moderation).

In their role as Head of Customer Experience, Mamen is responsible for defining and developing the department strategy, leading and developing team members, assuring an excellent customer experience in all operations and product launches, and being the Voice of the User for the company.

Prior to their current role, Mamen was the CX EMEA Leadership Coordinator at Airbnb from May 2014 to April 2018. In this role, they were responsible for coordinating the activities of the customer experience team in the EMEA region.

Mamen Fernandez has a background in customer experience management from their time at ESIC Business & Marketing School. Mamen also has a diploma in leadership skills from Griffith College Dublin. In addition, they have a diploma in coaching for performance from the Dublin Business School. Finally, they have a master's degree in secondary school teaching from Universitat d'Alacant.

They are on a team with Sandra Kassubeck Navarro - Head of Communications, Alvaro Cordoba - COO, and Marta Rodes - Senior Legal Counsel. Miguel Kepski - Customer Success Team Coordinator, Chiara Vidotto - UX Writer, and Anna Koval - Customer Support Specialist report to Mamen Fernandez. Mamen Fernandez reports to Carlos Pierre Trias De Bes, CEO & Founder.