Customer Experience Manager

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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:

• 5-10 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?

• 4-5 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
• 4-5 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 Types: Full-time, Permanent

Pay: €50,000.00-€55,000.00 per year

Benefits:

• Bike to work scheme
• Company events
• Company pension
• Gym membership
• Private medical insurance
• Wellness program

Work Location: Hybrid remote in Dublin, County Dublin