CUSTOMER SERVICE EXCELLENCE MANAGER | SAAS | RETAIL TECH | DUBLIN | HYBRID

Prism Executive have partnered with a RETAIL TECH group who provides managed services and IT solutions to the retail network in Ireland. We are looking to appoint a Customer Services Excellence Manager  with deep SAAS expertise to develop the roadmap and delivery of their customer experience—leading first- and second-line support across multiple SaaS products and running the “nerve centre” of the company.

The mission is to maximise customer satisfaction and retention, build a high-performing, customer-centric operation, and use technology and data to drive continuous improvement as we scale rapidly

Reporting into the Director of Customer Engagement, they will collaborate closely with business analysts, customer service teams and key senior stakeholders in the group ensuring requirements are clearly understood and solutions are delivered with quality.

You will

• Champion best-in-class experiences embedding a consistent quality standard across every channel.

• Enable the digital transformation of CS operations.

• Build an energised, skilled, and motivated team (up to 8 agents) that thrives in a multi-product, multi-channel support environment.

  
  

Key Deliverables

• Customer Satisfaction & Retention

• Operational Excellence at Scale

• Data-Driven Improvement

• Energised, High Performance Team

• Cross Organisational Collaboration

Key responsibilities

• Lead multi-tier support.

• Own service quality: Implement and run contact quality assurance, coaching, and calibration; define and track SLAs, FCR, and QA scores.

• Digitise and streamline: Introduce and refine tooling, workflows, and automations that reduce customer effort and team friction; drive knowledge-centred service and self-serve adoption.

• Insights to action: Build dashboards and cadenced reviews; perform root-cause and trend analyses; publish Voice-of-Customer insights and partner with Product to prioritise fixes and enhancements.

• Workforce & performance management:

  • Forecast demand; plan capacity and scheduling; run 1:1s; set clear performance goals and give feedback; deliver targeted training and cross-training.

• Continuous improvement:

  • Facilitate retrospectives and improvements; standardise SOPs; document and refresh playbooks.

• Stakeholder management:

  • Communicate proactively, especially with business relationship teams in the field, ensuring smooth handoffs, feedback loops, and consistent customer narratives.

• Risk & incident readiness:

  • Enable major-incident response for CS; coordinate comms; complete incident reports and embed learnings into process, product, and knowledge.

Measures of Success

• Customer outcomes: customer satisfaction ↑, retention/churn improvement, first-contact resolution ↑, complaints and reopens ↓.

• Operational performance: SLA attainment, average time-to-resolution, backlog and ageing, QA pass rate, escalations and incident mean time to recover (MTTR).

• Self-serve: Knowledge coverage and reuse, deflection rate, search success.

• People: Engagement and development progress, capability growth, hiring ramp time, attrition within target.

Experience & knowledge

• Track record running customer service/support in a SaaS environment (multi-product, multi-channel); proven success lifting CSAT/NPS and retention.

• People management experience building high-performance teams (circa 6–10 agents), ideally across technical/product support in healthcare, retail, or similarly regulated domains.

• Comfortable with data and tooling (ticketing/CRM, QA, analytics, knowledge systems – Slack, Jira, Confluence); able to turn metrics into decisions and plans.

• Advantageous: Experience scaling operations during high growth, and digital service transformation; optimising and digitising customer journeys.

For further information, please contact Orla Brennan on 086 1720090 / orla.brennan@prismexecutive.ie