+353 1 662 1000
+353 21 422 1000
Tel +353 1 662 1000
Tel +353 21 422 1000
Submit a CV
Submit Your Job Spec
Register / Sign in
Find a Job
Connacht (ex. Galway)
Leinster (ex. Dublin)
Munster (ex. Cork)
Republic of Ireland
Ulster (ex. NI)
Northern Ireland (*)
FIND YOUR JOB
Browse jobs by specialisms
My Recent Searches
Browse Jobs by Category
Compliance and Risk
Request a Call Back
Discuss this role with a consultant.
Prefered time to call back
Request a Callback
Back to all search results
Senior Customer Experience Manager
15 Dec 2022
Senior Customer Service Manager
About the Company
Global Medical Device company with a well established presence in Ireland.
Align Customer Service as one integrated team, to support business operations effectively & efficiently. Operations include order management, support consignment reconciliation and back-office activities in direct & distributor markets in EMEA
Create culture and processes to achieve the business goals and objectives Drive better sales through service
Strategically lead and develop a senior operational EMEA Customer Service management team to enhance performance by setting clear accountable performance measures (KPI’s).
Carry out operational benchmarking and implement best practices to ensure world-class operations
Responsible for Cost Centre Budgets.
Improve NPS (Net Promoter Score) – CSAT (Customer Satisfaction), or other Customer Metrics.
Drive continuous improvement projects through change management; design Support workflows aimed at providing world-class partner experience
Empower and Engage the Customer Service Team. Set process to hire the best talent, onboard and engage on regular development plan discussions.
Identify new tools and technologies to better serve and meet changing needs of customers
Identify and provide feedback through 1:1s, effective use of personal development plans and provision of coaching & development opportunities.
Responsible for strategic resourcing and plan the required resource in conjunction with business objectives and service level agreements.
Work effectively with all peers and stakeholders – Commercial, Finance, Marketing, Operations to improve efficiency
Experience in designing and executing Customer Relationship Management programs. Familiarity with project management principles and practices will be a significant advantage
Extensive experience of managing operational customer service teams, demonstrating strong people leadership skills
Strong strategic and customer focus with a clear understanding of the wider issues impacting the relevant markets.
Sound understanding of digital space and order automation options to drive shift of customer base to newer platforms. Experience of driving automation will be significant advantage
Proven Management and/or relationship management experience at a senior, strategic level role. Established track record of exceeding targets, KPI’s in a quality led, compliant environment
Demonstrate ability to motivate and communicate with the team at all levels in different markets in EMEA
Excellent communication and negotiation skills.
€105,000 per annum plus bonus
For more information on this role please contact
01 592 7884
or apply via the link
To view all live jobs with Brightwater and market insights, please visit our website;