Customer Experience Manager Dublin €60000 - 65000
Benefits: 10% Bonus, Holidays, VHI, Pension, Parking

  • Web Pioneer
  • Multinational
  • Established over 10 years

Job Description of the Customer Experience Manager

  • Work as part of a Business Management Team to constantly improve the customer care experience
  • Ensure that product changes, launches and ongoing support are outstanding for every customer, every time
  • Increase bottom line

Roles/Responsibilities of the Customer Experience Manager

  • Collaborate with business partners on product launches & enhancements to ensure planning & deployment for a seamless customer experience
  • Act as the face of the customer care/sales to the business unit and facilitate ongoing communications to ensure smooth product rollouts
  • Build strong relationships with outsource vendor management team
  • Set goals and develop programs around improving three key customer response metrics: First contact resolution, resolution rate and care SAT

Skills/Experience of the Customer Experience Manager

  • 3-5 years experience in account management or customer care operations in a fast paced large organisation
  • Demonstrated success in deploying process improvements
  • Ability to clearly present operational results and ideas for improvement to business partners and customer care groups
  • Ability to monitor trends, analyze data and drive actions

Education / Professional Qualifications of the Customer Experience Manager

  • Bachelors degree or equivalent experience required

Personal Attributes of the Customer Experience Manager

  • Commercially aware
  • Astute
  • Performance driven

If you believe you are the right fit then please forward your CV to mkinsley@lacreme.ie outlining cleary in your CV the desired experience. Please do not call. All applications will be dealt with within a 2 day period.