Customer Experience Manager

Buymie seeks a detail-oriented and proactive individual to join our team as a  Customer Experience Manager. This role requires an experienced professional responsible for leading and supporting a team that delivers high-quality service to customers across Ireland. The key functions will be to oversee daily operations, manage team performance, resolve escalated customer issues, and ensure service standards and response times are consistently met. A successful candidate should be focused on driving customer satisfaction, improving processes, and ensuring compliance with company policies and Irish consumer regulations, while fostering a collaborative and high-performing team environment.

Key Responsibilities:

• 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.

• Hire and arrange a proper onboarding for the newcomers, and follow up on the development process. 

• 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.

Minimum Requirements:

• 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.

Advantageous Qualifications:

• Previous experience in a Customer Experience Team providing support to Irish Customers. 

• Experience with platforms like Intercom, Salesforce, Zendesk, or Freshdesk.

• Experience leading service improvement initiatives or Department/Company wide projects.

• Conflict Resolution Training – Formal training in negotiation, mediation, or de-escalation techniques.

• Experience in quality assurance within a customer service environment

• Experience working closely with marketing, product, or operations teams to improve customer experience.

• Familiarity with Irish business practices and consumer behavior in Ireland.

• Knowledge of ecommerce business and/or grocery.