Customer Experience Manager

Our client, a leading Irish organisation dedicated to service excellence and sustainable innovation, is expanding its Customer Experience Division.
As a Customer Experience Manager, you will join the senior leadership team, reporting directly to the Head of Function. In this key strategic role, you will drive the development and execution of customer engagement strategies, ensuring a best-in-class service experience. Balancing both hands-on leadership and high-level strategy, you will focus on enhancing customer satisfaction, strengthening employee engagement, and optimising service delivery across all touchpoints.
This is an exciting opportunity to shape and elevate the customer experience within a dynamic and forward-thinking organisation.

Key Responsibilities:

• Lead the design and implementation of a customer-centric service model across new and existing customer journeys.

• Enhance employee engagement by driving customer service initiatives and developing Customer Improvement Plans with business teams.

• Shape new ways of working, ensuring customer insights are integrated into business decisions and policies.

• Develop and execute customer engagement & training strategies that align with business goals.

• Manage incentive programs that reward excellent customer service.

• Drive internal engagement through multi-media campaigns, bringing in the voice of the customer and celebrating successes.

• Collaborate with stakeholders to define and implement best-in-class customer experience initiatives.

• Oversee third-party partnerships ensuring alignment with budgets and strategic goals.

• Monitor and measure customer satisfaction, employee engagement, and the effectiveness of training programs—reporting insights to senior leadership.

The ideal applicant will have

• Proven experience in designing and implementing customer-centric programs.

• Strong background in customer service transformation, customer engagement, and training initiatives.

• Experience in leading large-scale culture change programs.

• Strong communication and influencing skills, with the ability to engage stakeholders at all levels.

• Ability to generate data-driven insights to enhance customer experience and satisfaction.

• A third-level qualification in Marketing, Communications, Business, or equivalent relevant experience.

For more information on this role please contact Eimear Walsh in Alternatives.