Agent Solutions Executive

Hollybank Trustees Ltd; Dublin; Hybrid; EUR 40,000 - 60,000; Full time

Benefits offered by this job

Health Insurance contribution

Pension Contribution

Sick Leave Cover

Maternity and Paternity Leave

Corporate Gym Membership discounts

Job summary

MyHome.ie, Ireland’s trusted digital property marketplace, is seeking an Agent Solutions Executive to enhance agent experiences across its core products. This role bridges Sales, Product, Tech, and Marketing, enabling effective communication and operational readiness for product launches.

The successful candidate will have a strong background in customer success and product enablement, with responsibilities including owning the end-to-end agent experience, defining engagement strategies, and

Qualifications

• Strong experience in customer success and product enablement.
• Ability to manage complex customer relationships and escalations.
• Experience in product launches and go-to-market planning.

Responsibilities

• Own the end-to-end agent experience across MyHome's products.
• Define and implement agent onboarding and engagement frameworks.
• Act as primary contact for agent-facing issues and communications.
• Ensure operational readiness for product launches.

Skills

Customer success

Product enablement

Account management

Stakeholder engagement

Cross-functional collaboration

Education

Third-level qualification in business or related

Job description

Location: Hybrid / Dublin, Ireland
job type: Fixed term / Full-time
Sector and subsector: Product and Innovation | Product Management
Salary: Competitive salary

The Company

MyHome.ie is Ireland’s most trusted digital property marketplace, connecting buyers, sellers, renters, and agents nationwide. Founded in 2001 and part of the Irish Times Group.

The Role

The Agent Solutions Executive is the primary liaison between Sales, Product, Tech and Marketing, owning the agent experience across MyHome's core agent solutions — Agent Portal, MyHome Offers, MyValu, and feed integrations. The role drives cross-functional alignment, product enablement, agent engagement and operational readiness throughout the product lifecycle, and is a central enabler of ARPA growth through new product launches, price uplift, and cross-sell.

Key Responsibilities

Owning the end-to-end agent experience, adoption and escalation management across all MyHome agent-facing products.

• Own and deliver a clear, scalable Customer Success programme aligned to agent lifecycle stages, subscription tiers, and product usage and maturity.
• Define and implement agent onboarding and engagement frameworks, including welcome programmes, webinars, product demos, and clear points of contact.
• Act as the primary agent-facing owner of Customer Success, internally and externally, and communicate strategy across Sales, Marketing and Product, incorporating continuous agent feedback.
• Ensure clear escalation thresholds, ownership, documentation, and timely progression through escalation stages.
• Partner with Product and Tech on root-cause analysis and systemic improvements; implement escalation reporting, trend analysis and KPIs focused on adoption, resilience and retention.
• Attend escalation meetings as required and embed a weekly escalation communication rhythm for Sales, with the Product Enablement Specialist.
• Act as the key agent point of contact, ensuring seamless coordination between Sales, Product, Tech and Marketing around agent-impacting issues.
• Represent MyHome at agent-facing events, conferences, and sponsored activities to strengthen industry presence and trust.

2. Product & GTM Enablement

Ensuring Sales, agents and internal teams are fully enabled to launch, adopt and scale MyHome's agent solutions — directly underpinning ARPA growth, price uplift and cross-sell.

• Take ownership of end-to-end go-to-market planning alongside Marketing for all agent-facing products and major enhancements (Agent Portal, MyHome Offers, MyValu, AI), briefing Marketing with detailed GTM strategies and rollout plans.
• Own product rollout execution, ensuring clear timelines, minimal disruption, and high trust and adoption.
• Identify, track and diagnose product uptake and drop-off metrics, and ensure operational readiness across teams ahead of launches.
• Embed and refresh the Critical Incident Process with Tech, including six-month refresh cycles; own ongoing resolution of feed integration issues affecting agent listings.

3. Agent Insight to Inform Product

Embedding the agent voice into product, marketing and commercial decision-making.

• Own the collection, analysis and dissemination of agent insights across marketing, product and commercial strategy.
• Define and track key product KPIs including usage, adoption, retention and conversion.
• Act as the internal advocate for estate agents, ensuring their challenges, priorities and feedback directly influence decision-making.
• Identify agents best suited for product discovery, pilots and research.
• Maintain effective feedback loops and dependency management across Sales, Product, Tech and Marketing, ensuring insights from escalations, adoption data and agent sentiment inform roadmap prioritisation.
• Collaborate with Heads of Product and Marketing on long-term planning for agent-facing products, surfacing upcoming changes that will require enablement or comms.

Requirements for the role

• Third-level qualification in business, marketing, communications, technology, or a related discipline, or equivalent relevant professional experience
• Strong experience in customer success, product enablement, account management, product operations, or a similar commercially focused role, ideally within a digital, SaaS, marketplace, media, or property technology environment.
• Proven ability to manage complex customer relationships, senior stakeholder engagement, and high-impact escalations with professionalism and calm judgement
• Experience supporting product launches, go-to-market planning, training, documentation, and adoption programmes across internal teams and external customers.
• Strong cross-functional working style, with the ability to align Sales, Product, Tech and Marketing around shared priorities, timelines and customer outcomes.
• Commercially minded, with an understanding of adoption, retention, ARPA growth, upsell/cross-sell opportunities and the importance of product value in customer relationships

The Irish Times Group operate a Hybrid working policy.

Our benefits include

• Health Insurance contribution
• Pension Contribution
• Sick Leave Cover
• Maternity and Paternity Leave
• Irish Times Premium Digital Subscription
• Income Protection Policy
• Corporate Gym Membership discounts
• Free Digital GP and Life Assurance Policy