Senior Customer Experience Manager

2 weeks ago

Dublin West, Ireland beBeeLeadership Full time €63,668 - €87,104
Customer Service Leadership Opportunity

As a seasoned customer service leader, you will be responsible for spearheading a high-performing team of customer service professionals in delivering exceptional customer experiences. Your visionary leadership skills will drive digital transformation and continuous improvement, ensuring business continuity and operational efficiency.

Key Responsibilities:
  • Strategic Leadership:
    • Develop and deliver comprehensive customer service strategies aligned with business objectives
    • Drive digital innovation and process excellence
    • Monitor performance metrics and report to stakeholders
  • Contact Centre Management:
    • Oversee end-to-end operations including workforce planning, scheduling, forecasting, budgeting, and technology adoption
    • Ensure seamless business operations and optimal resource utilization
  • Team Leadership:
    • Recruit, train, and lead a high-performing team of supervisors, team leaders, and agents
    • Foster a customer-centric culture
    • Manage performance, development, and staffing models
  • Operational Excellence:
    • Implement best-practice processes and standards
    • Optimize systems (telephony, CRM, analytics) for enhanced efficiency
    • Ensure compliance and monitor real-time performance for consistent results
  • Customer Experience:
    • Drive quality assurance and customer satisfaction initiatives
    • Monitor customer feedback and sentiment analysis
    • Handle escalated issues and collaborate cross-functionally to enhance customer experience
  • Financial Acumen:
    • Develop and manage budgets and financial plans
    • Control operational costs and optimize contact centre spend
    Requirements:
    • Relevant degree or equivalent qualification
    • 8+ years in customer service, including 5+ years in leadership and 3+ years in direct contact centre management
    • Proven track record managing large teams (50+ staff) in high-volume environments
    • Strong leadership, communication, problem-solving, and change management skills
    • Customer-centric mindset with emotional intelligence
    Preferred Qualifications:
    • Experience in automotive, testing, or engineering services
    • Contact centre certifications, workforce management, Lean Six Sigma, or similar process improvement expertise
    • Knowledge of compliance standards (e.g., PCI-DSS, GDPR)

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