Customer Experience Manager (New Ross)

New Ross
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Job description

NVD Trading Ltd, Ireland’s Leading Vehicle Services and Logistics company, invites applications for the role of Customer Experience Manager. This position presents a unique opportunity for a proactive and dynamic leader to join our Customer Experience Team. 

As Customer Experience Manager, you will play a pivotal role in overseeing all customer-facing activities, ensuring the seamless delivery of our services to customers in Ireland and the UK. Your primary focus will be on driving process improvements, fostering a customer-centric culture, achieving targets, and managing a team of dedicated professionals while working closely with our world-leading automotive brand accounts.


Compensation and Benefits:

  • Competitive annual salary range of €50,000 to €60,000
  • Comprehensive training provided
  • Staff car parking privileges
  • Participation in the tyre purchase scheme
  • Discounted gym membership
  • Access to the Cycle To Work Scheme



We are seeking candidates with the following qualifications and attributes:

  • Proven track record in account management, customer service, or operations, preferably within the automotive industry but not essential
  • Essential previous experience in a managerial or supervisory role, with people management responsibilities
  • Exceptional communication and interpersonal skills to build rapport with clients and internal stakeholders
  • A customer-first mindset with the ability to influence colleagues towards the same ethos
  • Strategic thinking abilities coupled with proactive and innovative problem-solving approaches
  • Proficiency in Microsoft Office suite and CRM software
  • Strong attention to detail, organisational skills, and time management abilities
  • Bachelor’s degree in Business Administration, Marketing, or a related field is preferred
  • Results-oriented mindset with a history of meeting or exceeding targets and KPIs
  • Willingness to travel occasionally for client meetings



As the Customer Experience Manager, your responsibilities will include:

  • Coordinating and setting up all customer-related services from initial vehicle receipt to delivery
  • Collaborating closely with customers to capture their requirements and ensure ongoing satisfaction
  • Managing and developing a team of dedicated professionals within the Customer Experience Team
  • Maintaining an excellent working knowledge of the industry, understanding trends, and anticipating future changes
  • Cultivating a customer-focused culture and mindset within the team to enhance the overall customer experience
  • Working collaboratively with team members and internal departments to deliver on customer requirements
  • Conducting root cause analysis to address performance and failure issues promptly
  • Keeping key stakeholders informed across relevant project activities
  • Assisting in maintaining and improving the customer and vehicle journey through NVD’s supply chain, with support from all business units within NVD
  • Handling customer account queries efficiently and professionally
  • Conducting customer meetings as required and providing associated reporting

In this role, you will have the opportunity to lead and develop a high-performing team, drive continuous improvement initiatives, and strengthen relationships with our valued customers and partners.

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