Customer Experience Manager

IrishJobs

Dublin, Dublin, Ireland

Dublin, Dublin, Ireland

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Customer Experience & Proposition Manager Our client, a leading FMCG business, is seeking an experienced Customer Experience & Proposition Manager to join their Insights & Innovation team. This is a strategic role focused on shaping and improving the end-to-end customer experience across retail and digital channels, ensuring propositions are customer-led, commercially impactful, and operationally deliverable. Key Responsibilities Define and evolve the customer value proposition across in-store, online, service, and communication channels Lead improvements across key customer journeys, identifying pain points and opportunities through customer insight and performance data Develop and deliver a customer experience roadmap focused on driving customer satisfaction and commercial performance Translate customer insight into scalable operational and commercial initiatives Establish customer experience standards and frameworks across key touchpoints Own customer experience measurement, including KPIs such as NPS, customer effort, retention, and conversion Partner cross-functionally with Operations, Marketing, Digital, CRM, HR, and Customer Care teams to drive alignment and delivery Support pilot programmes through to rollout, ensuring measurable customer and business impact Requirements 8+ years' experience in Customer Experience, Proposition, Customer Strategy, or Retail/FMCG environments Proven experience leading cross-functional initiatives and influencing senior stakeholders Strong analytical and insight-led decision-making capability Experience building customer journey roadmaps and tracking commercial impact Excellent communication and stakeholder management skills Skills: Organisation Communication Team Player Attention to Detail Multitasker Confident Benefits: Work From Home

TLNT1_IJ

Dublin, Dublin, Ireland

Sprachkenntnisse

English

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