Customer Experience Manager

4 days ago

Dublin, Dublin City, Ireland McSport Full time
Join Our Team

McSport is Ireland's leading and most successful independent online supplier of sport and fitness equipment. We are a 100% Irish owned, second-generation family business. With a team of over 60 industry experts, we are committed to supplying our customers with the highest standard of product, care and service.

We hire exceptional people and equip them with autonomy, trust, and resources. As a second-generation family owned business, we are passionate about our people and our growth. If you are up for a challenge, we would love to have you in our team

We are currently hiring a Customer Experience Manager to lead and enhance our customers journey-covering everything from initial engagement to after-sales care. This role is critical in enhancing our customer-first culture, ensuring every interaction aligns with our commitment to customer excellence.

Role Overview

As the Customer Experience Manager, you will be responsible for overseeing the full customer journey, identifying opportunities for improvement through processes and technology, and ensuring a smooth, hassle-free experience. Your role will bridge multiple teams-including sales, operations, installations, and aftercare-to guarantee that customers receive outstanding service at every stage. You will be responsible for ensuring adherence to established processes and overseeing the timely processing of returns and refunds by the relevant departments.

This is a full time permanent role.

Key Responsibilities

Customer Journey & Experience Enhancement
  1. Ensure every customer has a "Best in Class" experience in every single interaction with McSport.
  2. Develop and implement strategies that reinforce a customer-focused culture across all departments.
  3. Act as the voice of the customer, gathering feedback and insights to drive continuous improvement internally.
  4. Identify pain points and work cross-functionally to eliminate friction in the customer experience.
  5. Inspire and motivate the McSport team by championing our core values of exceptional customer service, fostering a positive and customer-focused culture.
Installations & Repairs
  1. Support the coordination of installations and repairs, ensuring timely and high-quality execution.
  2. Collaborate with operations and technical teams to improve efficiency and customer satisfaction.
  3. Develop clear communication processes to keep customers informed throughout their service journey.
After-Sales Care & Support
  1. Lead the aftercare strategy, ensuring customers receive excellent post-installation support.
  2. Manage customer inquiries, complaints, and escalations, driving swift and effective resolutions.
  3. Monitor service performance metrics, ensuring response times and quality meet or exceed expectations.
Customer-Focused Initiatives
  1. Implement customer experience KPIs and use data-driven insights to enhance service delivery.
  2. Develop training and support programs to ensure all customer-facing teams embody our customer focused values.
  3. Drive initiatives to increase customer reviews on Feefo, Google and Trustpilot across all sales and customer service channels, enhancing our online reputation and customer feedback.
Technical Leadership & Systems Innovation
  1. Lead the strategic development and optimisation of our customer experience technology stack, including CRM systems, Zendesk, Chatbot AI and customer Help Centre platforms.
  2. Design and implement innovative technical solutions that streamline customer interactions and provide data-driven insights for continuous improvement.
  3. Develop automation processes to enhance efficiency, reduce response times, and improve overall customer satisfaction metrics.
  4. Create and maintain technical documentation and standard operating procedures for all customer service systems.
Key Skills & Experience
  1. Proven experience implementing and optimising CRM platforms, ticketing systems (Zendesk), and self-service knowledge bases.
  2. Experience in data analysis and reporting to drive customer experience improvements through metrics and KPIs.
  3. Demonstrated experience in managing technology implementation projects and change management.
  4. Strong understanding of customer journey mapping and service optimisation.
  5. Ability to lead/support cross-functional teams and drive customer-centric improvements.
  6. Experience using Zendesk/ Gorgias /similar software essential.
  7. Excellent problem-solving, escalations, communication, and relationship-building skills.
  8. Experience in managing installations, repairs, or service-based operations is a plus.
  9. Certifications in relevant platforms (Zendesk, Salesforce, etc.) highly desirable.
  10. Passionate about delivering exceptional customer experiences and instilling a customer-first mindset.
Why Join Us?
  1. Be part of a company that genuinely puts customers first.
  2. Play a key role in shaping the future of our customer experience.
  3. Work with a dynamic, passionate team that values innovation and continuous improvement.
If you're ready to drive a customer-focused culture and create best-in-class experiences, we'd love to hear from you
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