Customer Experience Manager
We are seeking an exceptional and commercially minded Customer Experience Manager to drive outstanding customer outcomes and retention within the Business to Business service provision sector. This is a high-impact role requiring a proven leader with a strong track record of turning customer interactions into commercial success. You are not a bureaucrat; you are an owner, a problem-solver, and a revenue driver. If you thrive on speed, ownership, and measurable business results, and possess 4-5 years industry experience, we want to hear from you.
Key Responsibilities:
- Retention and Customer Value: Develop and execute strategies to maximise the retention of existing business, viewing all retention activities as strategic sales conversations (including effective use of discounts, upgrades/upsell, incentives, and value positioning).
- Commercial Acumen: Operate with a strong commercial mindset, constantly evaluating leverage, trade-offs, and the overall impact of customer experience on the business P&L. Drive initiatives that improve customer outcomes while maintaining a healthy commercial standing.
- Data Management & Regulatory Compliance: Oversee the organisation and management of customer data to ensure compliance with all relevant regulatory requirements, including delivering best tariff advice and managing the 30-day translation process.
- Ownership and Speed: Exhibit a high degree of ownership over all customer-impacting issues. Ensure that any problem escalated to or landing on your desk becomes an immediate priority, driving the quickest possible resolution to strengthen long-term customer relationships.
- Sales Enablement in CX: Instill and enhance sales capabilities across the customer experience teams, positioning retention and service interactions as critical points for up-selling, cross-selling, and demonstrating the value of our services.
The Ideal Candidate Will Have a Proven Track Record in:
- 3 years in B2B customer SALES facing roles within an ISP, telecoms, managed services, or SaaS environment, with direct exposure to complex, SLA-driven customers
- Proven ownership of retention & churn (not just account management), with evidence of improving renewals, reducing cancellations, and recovering at-risk customers
- Hands-on experience leading customer escalations, including difficult conversations with senior customer stakeholders when services fail
- Cross-functional leadership experience, successfully influencing Sales, Operations, NOC, and Accounts & Managment without relying solely on hierarchy
- People management experience, having built, coached, and held teams accountable to CX, retention, and service standards
Qualifications:
Degree / master's or qualified by experience?
- 3 years of progressive experience in B2B Customer Experience, Retention, or Sales management, ideally within the service industry.
- Exceptional leadership, communication, and analytical skills.
Qualifications
- Degree / master's or qualified by experience
- 3 years of progressive experience in B2B Customer Experience, Retention, or Sales management, ideally within the service industry.
- Exceptional leadership, communication, and analytical skills.
Additional Information
We offer excellent career prospects in a dynamic business environment. We offer fantastic benefit packages and the chance to work with a leading connectivity provider. We focus on looking after our people, so they will maintain the excellent service we offer to our customers.
Job Type: Full-time, Hybrid
Additional information
Candidates must be eligible to work in Ireland and be fluent in English
Benefits
- Bike to work scheme
- Company events
- Company pension
- Gym membership
- Private medical insurance
.