We are seeking a dynamic and results-driven Manager with strong expertise in data analytics, customer experience, and business process optimisation. This role requires a strategic thinker who can translate insights into actionable improvements, drive operational excellence, and present compelling recommendations to senior leadership.
Key Responsibilities
* Prepare and track the functional budget for International Customer Care.
* Report on operational performance, including internal teams and vendor partners.
* Monitor and analyse vendor compliance and service-level agreements (SLAs).
* Analyse complex data sets to identify trends, opportunities, and areas for improvement.
* Develop dashboards and reports to monitor performance metrics and customer experience KPIs.
Customer Experience Leadership
* Design and implement strategies to enhance end-to-end customer journeys.
* Collaborate with cross-functional teams to ensure customer-centric processes.
* Map and improve business processes to increase efficiency and reduce friction.
* Implement best practices for workflow management and continuous improvement.
Strategic Communication
* Prepare and deliver clear, persuasive presentations to senior leadership.
* Build business cases supported by data-driven insights to influence decision-making.
Problem Solving & Business Acumen
* Apply critical thinking to resolve complex challenges and drive sustainable solutions.
* Align initiatives with organisational goals and financial objectives.
Qualifications & Skills
* Bachelor's degree in Business, Analytics, or related field.
* Proven experience in data analytics, customer experience management, and process improvement.
* Strong business acumen with ability to link insights to strategic outcomes.
* Excellent problem‑solving skills and ability to manage ambiguity.
* Exceptional organisational skills and attention to detail.
* Advanced proficiency in data visualisation tools (e.g., Power BI, Tableau) Workforce Management software and MS Office Suite.
* Outstanding communication and presentation skills, with ability to influence senior stakeholders.
Seniority Level
Mid‑Senior level
Employment Type
Full-time
Job Function
Customer Service
Industries
Travel Arrangements
Dublin, County Dublin, Ireland
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