Customer Experience Manager

Buymie

- Create and implement operating procedures and standards in order to enhance the quality of delivered service by the team - Monitor team KPIs, productivity, and service levels to ensure customer service standards are consistently met - Lead, mentor, and support the customer experience team to deliver high-quality support to customers across Ireland. - Ensure all customer interactions meet company standards and comply with Irish consumer and data protection regulations - Handle complex or high-priority customer issues from customers, ensuring timely and effective resolutions - Identify trends in customer feedback from the market and implement improvements to enhance delivery service, while working with internal teams - Prepare and present regular reporting, customer insights and recommendations to the management - Oversee the planning and execution of new and existing projects that support key business objectives and operational improvements for Customer Experience - Hire and arrange a proper onboarding for the newcomers, and follow up on the development process

- Bachelor’s degree in business, communications, or a related field preferred (or equivalent professional experience) - 3-5 years experience in a customer experience role, with at least 2–3 years in a managerial or team lead role - Proven ability to lead, motivate, and develop a customer experience team in a fast-paced environment - Proficiency across multiple CRM systems, customer support platforms, analytics platforms and Microsoft Office/Google Workspace - Strong experience handling customer escalations and complex service issues - Excellent verbal and written communication skills in English, with the ability to engage effectively with customers across Ireland and internal teams - Experience monitoring KPIs, service levels, and team performance, with the ability to drive continuous improvement

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