Senior Customer Services Manager, Kilkenny

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Tirlán, is a world‑class food and nutrition co‑operative, with a diverse portfolio of quality ingredients, leading consumer and agri brands.

We nurture a talented team across Ireland, the US, MEA and China, delivering annual revenues of over€3 billion, and circa 2,000 people to manage our network of 11 processing plants and 52 agri branches. Our purpose is to nourish the world, while safeguarding our environment for future generations.

Role Profile Reporting to the Head of Commercial Digital Transformation and Customer Service, the Senior Manager, Ingredients Customer Service role is responsible for leading and managing the Customer Service team to deliver exceptional service and support to our customers across the Tirlán Ingredients category. This role is responsible for strategic leadership, operational excellence and continuous improvement across all Ingredients customer service activities, including order management, customer care, global shipping documentation and customer experience delivery. The successfulcandidate will play a key role in transforming customer service through process optimisation, data‑driven insights and digital innovation, ensuring the function consistently delivers value, efficiency and best‑in‑class service. Working closely with Commercial, Supply Chain, Operations, Quality and Marketing teams, this role will ensure integrated, scalable and forward‑looking customer service processes that support Tirlán’s growth ambitions and evolving customer expectations.

Responsibilities

Lead, coach and develop a high performing Ingredients Customer Service, Operations&Global documents team

Build capability within the team to adopt new tools, technologies and ways of working

Develop and implement customer care strategies that align with Tirlán’s ‘Voice of Customer’ goals and objectives

Ensure a consistent high quality customer experience across all touchpoints

Collaborate with other functions, Commercial, Category, Marketing, Quality, Ops&Supply Chain etc. to drive customer service processes and services

Drive process standardisation and simplification to improve service levels and reduce inefficiencies

Oversee day-to-day operations, ensuring efficient running and reporting of order management process, customer inquiries, service requests, complaints etc.

Ensure robust performance management through structured review processes (e.g. 3M framework)

Lead a structured pipeline of continuous improvement initiatives, focused on:

Eliminating waste and inefficiencies

Reducing manual touchpoints

Improving speed, accuracy and service levels

Embed a data‑driven approach to identifying improvement opportunities and tracking impact

Analyse customer service data and trends to identify areas for improvement

Work closely with Digital and IT teams to leverage platforms, analytics and emerging technologies

Drive adoption of new systems, tools and digital workflows across the team

Manage budgets and resources to ensure optimal performance

Ensure compliance with industry standards&import/export regulatory requirements

Act as a point of escalation for complex issues and resolve them in a timely manner

Partner with commercial teams to address customer pain points and continually improve customer experience

Use insights to continuously optimise processes, service models and resource allocation

Create an inspiring team environment with a collaborative culture

Requirements

Proven experience as a manager, team leader or relevant role

Strong track record of driving continuous improvement and operational efficiency

Outstanding organisational, people development and leadership skills

Experience in supporting customers, managing processes and providing solutions based on customer need

Excellent communication and interpersonal skills with aptitude in building relationships with professionals of all organisational levels

Ability in problem‑solving, continuous improvement, digital transformation and negotiations

Demonstrated ability to re‑engineer processes and improve performance outcomes

Knowledge dealing with compliance, regulatory bodies&similar stakeholder groups

Strategic Agility

Building Effective Teams

Drive for Results

Interpersonal Savvy

Commercial Acumen

Problem Solving

Benefits

Free parking incl. EV charging

On‑site gym free to use for employees

Work/life balance and collaborative work culture

Diversity&Inclusion We believe in the value of difference. We know that different perspectives, life experience and backgrounds can drive innovation and deliver growth.

We welcome people from all walks of life without regard to race, colour, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, or disability status.

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