Customer Experience Manager - Hygiene, Galway

Job Title:

Customer Care Manager

Location:

Roscommon

Reporting To:

Managing Director

Employment Type:

Full-Time, Permanent

Salary

Salary is negotiable and dependent on experience.

Role Overview An experienced and customer-focused Customer Care Manager is required to lead and support a dynamic customer service team while driving an exceptional customer experience.

This role is responsible for overseeing the day-to-day performance of the customer care function, ensuring that all customer interactions are handled efficiently, professionally, and to a high standard. The successful candidate will collaborate closely with internal departments, utilise CRM systems to manage customer cases effectively, and demonstrate strong organisational and communication skills.

A minimum of two years’ experience in a customer service management role is essential. Experience with Salesforce or a similar CRM system is highly desirable.

Working Hours:

9:00am– 5:30pm (Monday to Friday)

Hybrid Option:

Available following successful completion of probation

Key Responsibilities

Lead and actively contribute to the Customer Care team, overseeing inbound communications and daily operations

Ensure all customer queries and complaints are resolved promptly, professionally, and to a high standard

Accurately log, manage, and track all customer interactions within the CRM system

Act as CRM system owner for Customer Care, ensuring data accuracy, reporting, and effective utilisation

Maintain and update customer records in compliance with GDPR and data governance standards

Manage customer invoicing, credit notes, and related communications accurately and efficiently

Collaborate with internal departments to resolve issues and deliver a seamless customer experience

Support team performance and contribute to achieving service targets and shared objectives

Maintain a professional and customer-focused approach in all communications

Monitor service levels and identify opportunities for continuous improvement

Ensure compliance with company policies, procedures, and relevant regulations

Undertake additional duties as required to support business needs

Skills&Competencies Required

Strong people management skills with the ability to lead, motivate, and develop a high-performing team

Proven ability to delegate effectively, set clear expectations, and drive accountability

Strategic, solutions-oriented mindset with the ability to manage competing priorities

Experience in driving continuous improvement and leading change initiatives

Excellent organisational and time management skills

Strong communication skills, both written and verbal, with a professional telephone manner

Effective stakeholder management and cross-functional collaboration skills

High level of IT proficiency, including Microsoft Office and CRM/ERP systems (Salesforce experience advantageous)

Data analysis capability is an advantage

Interest in leveraging AI for efficiency improvements

Strong administrative and attention-to-detail skills

Self-motivated, proactive, and resilient

Ability to work independently as well as part of a team

Flexible and adaptable, with willingness to support business needs when required

Benefits

Management bonus scheme

20 days annual leave, with additional leave based on length of service

Employee Assistance Programme (EAP)

Bike to Work Scheme

Supportive, collaborative working environment

Opportunity to play a key role in developing and shaping the Customer Care function

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