|Salary:||£40000 - £43000|
Job Title: Customer Experience Manager
Location: Dublin, Ireland
Salary: £40-43k plus benefits
Our client are a venture funded technology company that is laser focused on delivering groceries from your favourite stores right to your door. Their platform, coupled with operational expertise enables them to deliver fresh groceries in as little as an hour.
They are growing fast, and their focus is to exceed customer service expectations. They are looking for a Customer Experience Manager to help them achieve this goal. In this role, you will lead the Customer Care Operations function for Ireland & UK.
Manage the Customer Care Operation for Ireland & UK, including cross functional communication with multiple internal and external stakeholders.
Own Customer Care operational performance and service levels.
Motivate, coach and develop the customer care team.
Be a key strategic voice in helping grow the business in their active markets.
Support the performance of local outsourced partners, identify areas for improvement and put in place plans to achieve identified opportunities.
Manage operational escalations from customer operations team to appropriate internal stakeholders, and ensure all issues are fixed as quickly as possible.
Lead the design and execution strategy for new out of market operational support centres
Surface pain-points and broken processes. Diagnose areas of optimization and demonstrate hypothesis driven problem solving abilities.
Develop strategies to improve customer service experience and satisfaction, create engaged customers and facilitate organic growth.
Drive transformational changes in our processes to build on consumer love for the brand.
At least 3 years experience in a contact centre management role working in/with BPOs.
Leading by example with experience empowering a team to execute under pressure and tight deadlines.
Prior professional experience with optimisation, processes, systematic organisation, program/project management.
High Emotional IQ to expertly manage leadership and key stakeholder relationships with vendor(s) and in-country leaders.
Strong planning and organisational skills; attention to detail.
Data-driven decision mentality and sound business judgment through strong analytical thinking.
Customer Service systems knowledge is a plus (Intercom, Zendesk, NVM..)
A qualification/certification in any of the following would be highly regarded: COPC, Agile or similar.
Have worked in a tech company where you have experience providing feedback to product teams.
If you wish to apply for this role, please click on the apply button with a copy of your up to date CV in word format quoting ref number 18350/6v
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