Customer Experience Manager

2 weeks ago

Dublin, Dublin City, Ireland Alternatives Full time

Our client, a leading international luxury brand is seeking an experienced Head of Client / Customer Experience to shape and drive its customer engagement strategy.
This is a unique opportunity to join a prestigious business that prides itself on excellence, innovation, and delivering a seamless, high-end client journey.

This is a new role, joining an established global brand in their Irish operation, reporting to the company MD, partnering with the Marketing and Sales divisions.
In time you will be responsible for building out a small team.

As Head of Client Experience, you will lead initiatives that enhance customer satisfaction, loyalty, and brand advocacy.
Working closely with senior leadership and retail partners, you will implement best-in-class customer engagement strategies, ensuring a unified, omni-channel experience in line with the company's modern luxury vision.

Key Responsibilities:Client Experience Leadership: Drive all client satisfaction initiatives across importers, retailers, and global teams, ensuring alignment with the brand's premium service standards.Strategic Budget Management: Oversee client loyalty funds, goodwill budgets, and other resources to maximize impact and customer satisfaction.Customer Feedback & Insights: Lead the governance of customer feedback programs, analysing surveys, retailer insights, and direct interactions to drive continuous improvement.Service Excellence Implementation: Ensure the execution of world-class customer service initiatives, improving touchpoints across all channels, both digital and in-person.Stakeholder Collaboration: Serve as the key liaison between regional and international client experience teams, fostering alignment on global best practices.Customer Advocacy & NPS Management: Oversee resolution of key customer complaints, manage escalations, and implement strategies to improve the Net Promoter Score (NPS).Training & Development: Champion a customer-first mindset by ensuring all employees, from retail to leadership, are equipped with the skills and training needed to deliver exceptional service. About You: Experience: 7+ years in a senior customer experience or marketing role within luxury consumer goods, hospitality, or premium service industries.
Education: Bachelor's degree in business, marketing, communications, or a related field (Master's preferred).
Expertise: Strong background in customer experience tools, CRM platforms, and data-driven decision-making.
Skills: Exceptional leadership, communication, and problem-solving skills, with a strong customer-first mindset.

This is a high-impact role for a strategic leader who is passionate about delivering exceptional customer experiences in the luxury sector.

This role is based in Sandyford, with some responsibility for 4 regional outlets.
You will be required to be onsite 4 – 5 days initially, but the company does offer a hybrid working policy once your role is established.
Strong salary, bonus and benefit package apply.

For more information please contact Eimear Walsh in Alternatives.

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