Customer Experience Strategy Programme Manager

Build the Future of Air Travel with Amach

Join one of the world's fastest-growing technical teams, where innovation meets impact. We take the time to understand your skills, ambitions, and what truly drives you—because your journey matters.

Customer Experience Strategy Programme Manager

Dublin, Ireland

About us:

Amach is an industry-leading technology driven company with headquarters located in Dublin and remote teams in UK and Europe.

Our blended teams of local and nearshore talent are optimised to deliver high quality and collaborative solutions.

Established in 2013, we specialise in cloud migration and development, digital transformation including agile software development, DevOps, automation, data and machine learning…

We are seeking a seasoned programme leader with deep expertise in customer lifecycle management, analytics and operational excellence. The ideal candidate should have over ten years of experience managing projects and programs, preferably in travel, retail, or e-commerce. They should be good at developing strategies from data to increase customer participation, across various channels. This role requires a robust cross-functional influencer who can translate complex insights into actionable strategies, optimise customer journeys, and deliver measurable business impact. With a balance of strategic vision and hands-on execution, the successful candidate will shape the future state of customer experience, strengthen stakeholder alignment and ensure seamless delivery of initiatives at scale.

This role will operate on a hybrid model, with at least 2 days working in the office per week.

Required Experience:

- Demonstrated ability to build solid relationships at all levels as a cross-functional influencer
- Must have experience in custom analytics. This involves identifying issues, creating models, comprehending results, and presenting them to top management.
- Experience in a multi-channel client/customer support environment (e.g., email, phone, chat, social)
- Ability to consistently deliver quality outputs in a high-paced and dynamic environment and work through ambiguity, with an ability to meet tight deadlines
- Bachelor's degree in Business or a related field. A proven qualification in Project Management is preferable
- 10+ years of experience in Project/programme management, customer lifecycle management, preferably within the travel, retail, or e-commerce sectors
- Robust track record of team management and operational management in marketing or lifecycle management functions
- Experience with managing campaigns based on data, categorizing customers, and enhancing performance.
- Ability to interpret performance insights, ensuring data-led decisions in customer collaboration initiatives
- Solid communication skills, ensuring alignment across teams and management functions
- Ability to maintain day-to-day efficiency in lifecycle management operations
- Deep awareness of customer behaviours, lifecycle stages, and participation strategies
- Conduct up-front analysis to map all relative touch points in customer experience (current state) and identify gaps to create future state strategy, working with key SMEs
- Establish and maintain effective working relationships with multiple business partners and external vendors that manage execution at customer touch points
- Regularly assess risks and opportunities
- Partner with technical product managers/SMEs to implement features based on provided business requirements
- Become the subject matter expert in the Customer Experience toolset, along with policies and procedures associated with those tools
- Consider trade-offs between cost, schedule, and business benefit, and ensure successful delivery of features in production that meet customer experience needs
- Contribute to requirements gathering and evaluation of new and replacement tools/vendors with a focus on world-class support and global scalability
- Coordinate and collaborate with Cx management and product teams on new program feature rollouts

What's in it for you:

- An opportunity to join a fast-growing company
- Options for career advancement
- Learning and development opportunities
- Flexible working environment
- Competitive salaries based on experience

Equal Opportunity Employer:

Amach is an equal opportunity employer and makes employment decisions on the basis of merit. We celebrate diversity and are committed to creating an inclusive environment for all employees. This job description is intended to convey essential responsibilities and qualifications for this role, but it is not an exhaustive list of tasks that an employee may be required to perform.

If you are passionate about driving customer success, advising on strategic solutions, and contributing to product innovation, we would love to hear from you

Not for you?

Check out all of our open positions in our careers page and follow us on LinkedIn for future opportunities.

P.S. Share this with friends and co-workers Don't be afraid they'll steal it from you, if you're amazing and smart we'll find a role for you. We are growing fast and we are always looking for talented people.

At Amach, we strive to be an inclusive community of open-minded individuals with different backgrounds and we are committed to fostering, cultivating and preserving a culture of diversity, equity and inclusion. We strongly believe that a diversity of experience and background is essential to create a fulfilling environment and better solutions for our people and our customers. All Amach employees and contractors are expected to honour this policy and act to ensure that every individual is respected in the workplace.

Your personal data

Amach will process your personal information in accordance with the EU's General Data Protection Regulation (GDPR).We will comply with data protection law and principles, which means that your data will be:

- Used lawfully, fairly and in a transparent way
- Collected only for valid purposes and not used in any way that is incompatible with those purposes
- Relevant to the purposes we have told you about and limited only to those purposes
- Accurate and kept up to date
- Kept only as long as necessary for the purposes we have told you about
- Kept securely

If you would like to contact us about your data, please use the following address: info@amach.com

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