Customer Experience Director

5 days ago


Maynooth, Co Kildare, Ireland EasyGo Full time

We are seeking a visionary leader to spearhead our Customer & Client Service department. As the Head of Customer & Client Service, you will play a pivotal role in ensuring our customers have an exceptional experience throughout their entire journey with EasyGo.

The ideal candidate will be responsible for building and leading a team of customer service professionals, optimising service operations, and establishing processes that promote customer & client satisfaction.

  • Develop and implement a comprehensive customer & client service strategy aligned with company objectives.
  • Cultivate strong relationships with clients, customers, and users, acting as their primary point of contact for all service-related matters.
  • Oversee the delivery of services to clients and ensure timely and professional resolution of issues.

Key Responsibilities:

  • Lead, develop, and mentor the Customer & Client Service team to drive optimal performance and growth.
  • Define and implement process improvements to enhance customer experience and satisfaction.
  • Collaborate cross-functionally with other departments to drive customer-centric initiatives.

Customer Experience & Satisfaction:

  • Proactively identify trends in customer feedback, product issues, and service improvements to drive solutions and achieve customer SLAs.
  • Develop strategies to address customer pain points, focusing on improving retention, loyalty, and lifetime value.
  • Champion the customer voice, ensuring feedback is shared and considered in company decision-making.

Client & Relationship Management:

  • Manage client issues and complaints, ensuring quick and effective resolution, tracking follow-up to ensure client satisfaction.
  • Collect client feedback and generate reports to monitor service performance and identify areas for improvement.

Operational Excellence & Efficiency:

  • Develop and optimize customer service processes, tools, and systems to improve efficiency and enhance customer experience.
  • Establish KPIs, track performance, and implement process improvements to ensure effective service delivery and issue resolution.

Team Management & Development:

  • Provide continuous coaching, feedback, and performance evaluations to support team members' growth and success.
  • Foster a positive work environment that promotes collaboration, respect, and empowerment.


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