Customer Experience Manager

2 days ago

Dublin, Dublin City, Ireland beBeeCustomerSuccess Full time €45,000 - €75,000

Job Overview

About the Role

To achieve customer delight, we're seeking a proactive individual to secure yearly subscription renewals and upgrades by providing exceptional service and demonstrating in-depth knowledge of our audience and platform.

  • Meet employer brand and attraction goals to secure yearly renewals
  • Manage a portfolio of subscription customers providing an end-to-end service from onboarding to subscription review and renewal recommendations

Description

The ideal candidate will conduct onboarding meetings to understand clients' requirements, target audience, goals, and areas of particular focus. They will monitor and optimise client subscriptions to achieve recruitment objectives and deliver outstanding customer service.

We're looking for a trusted and loyal relationship builder with professional, timely, informative, and charismatic communication skills. The role involves delivering timely and accurate administration of subscriptions, including distributing roles and collecting print collateral, as well as seeking opportunities to delight customers.

The successful candidate will input into efficient and collaborative internal ways of working and processes, acting as the voice of the client to inform commercial, marketing, and product development decisions. They will identify upsell opportunities and work with account managers to secure renewals, following both their own ideas and direction from others.

Prior experience in administrative customer-facing roles and knowledge of student and graduate recruitment processes are essential. The ideal candidate will possess a confident and professional manner, excellent written, phone, and conversational skills, as well as a basic understanding of website performance data.

Key Responsibilities:

  • Deliver exceptional customer service and support to a portfolio of subscription customers
  • Monitor and optimise client subscriptions to achieve recruitment objectives
  • Conduct onboarding meetings to understand clients' requirements and develop tailored solutions
  • Build trusted relationships with clients to drive loyalty and retention
  • Collaborate with account managers to identify upsell opportunities and secure renewals

Requirements:

  • Experience in administrative customer-facing roles
  • Knowledge of student and graduate recruitment processes
  • Confident and professional manner
  • Excellent written, phone, and conversational skills
  • Basic understanding of website performance data

What We Offer:

  • A competitive salary and benefits package
  • Ongoing training and development opportunities
  • A dynamic and supportive team environment
  • The chance to make a real impact in the lives of our customers

Note: This is a permanent role requiring a minimum of 37.5 hours per week between Monday to Friday, with a minimum of 3 days per week in our office. A 3-month probationary period applies to all new employees.

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