Customer Experience Manager

Customer Experience ManagerLocation: Ireland (Hybrid / On-site depending on business needs) Department: Customer Experience / Operations Reports to: Head of Customer Success / Operations DirectorAbout the RoleWe are looking for an experienced and customer-focused Customer Experience Manager to lead initiatives that enhance client satisfaction, engagement, and long-term retention. Based in Ireland, this role will oversee end-to-end customer experience strategies, ensuring that every interaction reflects the company’s commitment to excellence and reliability.The ideal candidate will collaborate with cross-functional teams—including marketing, operations, and product—to continuously improve service delivery and implement data-driven improvements that elevate customer satisfaction.Key ResponsibilitiesDevelop and implement customer experience strategies aligned with company goals.Monitor customer feedback channels to identify trends, insights, and improvement opportunities.Collaborate with internal teams to enhance service quality and response efficiency.Define and track key performance metrics related to customer satisfaction and retention.Lead customer communication initiatives, ensuring consistent tone and messaging across all touchpoints.Manage issue resolution processes, ensuring quick turnaround and professional handling.Support the design and optimization of customer journeys and digital engagement processes.Prepare regular reports and present actionable insights to senior management.Coach and guide team members to deliver best-in-class service.QualificationsBachelor’s degree in Business, Communications, Marketing, or a related field.4–6 years of experience in customer experience, success, or service management.Strong analytical and problem-solving skills with a customer-first mindset.Excellent communication, leadership, and interpersonal abilities.Experience using CRM and customer analytics platforms.Proven ability to manage cross-functional projects and initiatives.Understanding of customer experience standards and practices in the Irish or EU market.What We OfferCompetitive Irish market salary and benefits package.Hybrid work model with flexibility based on business requirements.Professional development and leadership training opportunities.Supportive, inclusive, and collaborative company culture.Exposure to customer-centric transformation and strategic initiatives.