Customer Experience Manager

We are seeking an exceptional and commercially minded Customer Experience Manager to drive outstanding customer outcomes and retention within the Business to Business service provision  sector. This is a high-impact role requiring a proven leader with a strong track record of turning customer interactions into commercial success. You are not a bureaucrat; you are an owner a problem-solver and a revenue driver. If you thrive on speed ownership and measurable business results and possess 4-5 years industry experience  we want to hear from you.

Key Responsibilities:

• Retention and Customer Value: Develop and execute strategies to maximise the retention of existing business viewing all retention activities as strategic sales conversations (including effective use of discounts upgrades/upsell  incentives and value positioning).
• Commercial Acumen: Operate with a strong commercial mindset constantly evaluating leverage trade-offs and the overall impact of customer experience on the business P&L. Drive initiatives that improve customer outcomes while maintaining a healthy commercial standing.
• Data Management & Regulatory Compliance: Oversee the organisation and management of customer data to ensure compliance with all relevant regulatory requirements including delivering best tariff advice and managing the 30-day translation process.
• Ownership and Speed: Exhibit a high degree of ownership over all customer-impacting issues. Ensure that any problem escalated to or landing on your desk becomes an immediate priority driving the quickest possible resolution to strengthen long-term customer relationships.
• Sales Enablement in CX: Instill and enhance sales capabilities across the customer experience teams positioning retention and service interactions as critical points for up-selling cross-selling and demonstrating the value of our services.

The Ideal Candidate Will Have a Proven Track Record in:

• Retention of existing business within a competitive fast-paced environment.
• Data management organisation and adherence to complex regulatory requirements
• Demonstrating strong sales capability in service or retention roles with a focus on positioning value over price.
• Applying a commercial mindset to customer experience decisions moving beyond simple satisfaction metrics to focus on tangible business outcomes.
• Driving a culture of speed accountability and end-to-end ownership.
• Experience in managing and building relationships internally and externally

Qualifications:

Degree / masters or qualified by experience

• 4-5 years of progressive experience in  B2B Customer Experience Retention or Sales management ideally within the service industry.
• Exceptional leadership communication and analytical skills.

Qualifications :

• Degree / masters or qualified by experience
• 4-5 years of progressive experience in  B2B Customer Experience Retention or Sales management ideally within the service industry.
• Exceptional leadership communication and analytical skills.

Additional Information :

We offer excellent career prospects in a dynamic business environment. We offer fantastic benefit packages and the chance to work with a leading connectivity provider. We focus on looking after our people so they will maintain the excellent service we offer to our customers.

Job Type: Full-time Hybrid

Additional information

Candidates must be eligible to work in Ireland and be fluent in English

Benefits

• Bike to work scheme
• Company events
• Company pension
• Gym membership
• Private medical insurance

.

Remote Work :

No

Employment Type :

Full-time