Customer Experience Visionary

4 hours ago

Dublin, Dublin City, Ireland beBeeInnovation Full time €90,000 - €121,000
Transformative Customer Experience Leader

As a pioneering and visionary professional, you will spearhead the reimagining of our customer support, driving innovation and excellence across all touchpoints. The ideal candidate will champion a bold customer service vision that sets us apart in the mobile market.

The successful candidate will inspire and lead high-performing customer service teams, ensuring the voice of the customer is represented in all major decisions. They will drive excellence across all service channels; voice, chat, social, app, IVR, and online, ensuring speed, quality, and consistency.

They will own and optimize the entire post-sale customer journey, including activations, billing, tech support, and retention etc. Delivering high-quality customer experiences enables our service teams to have cross-sell and upsell conversations with customers, a key element to this role is to increase the commercial value we receive from every customer interaction.

Key performance indicators include NPS, CSAT, AHT, FCR, and reducing complaints and customer effort while driving commercial value from each interaction. The ideal candidate will use analytics to uncover customer pain points, drive product/service improvements, and reduce contact volumes.

They will lead the adoption of AI, automation, and self-service tools to improve efficiency and the digital customer experience. Implementing proactive customer service strategies will ensure that customers are aware of any changes to their service that would drive an interaction with our experience centers.

The successful candidate will build, develop, and empower strong customer service leadership and front-line teams. Driving a performance culture through ongoing training, real-time coaching, and recognition will be essential.

Essential Skills & Qualifications
  • Proven track record of driving customer-centric transformation and growth.
  • Experience in leading large-scale customer service teams and driving operational excellence.
  • Strong analytical and problem-solving skills, with ability to drive data-driven decision making.
  • Excellent communication and interpersonal skills, with ability to influence and motivate others.
What We Offer

A competitive compensation package, comprehensive benefits, and opportunities for career growth and development.

Why Join Us?

Join a dynamic and innovative organization that values customer satisfaction and excellence. Contribute to shaping the future of customer experience and driving business growth.

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