Customer Engagement Manager [Code: 3943153]

HR Duo, Ltd.; Ireland; On-site; EUR 50,000 - 70,000; Full time

Benefits offered by this job

25 days annual leave

Training & Development Programmes

Generous Health & Wellbeing budget

Flexible working hours

Job summary

A leading customer engagement firm in Ireland is seeking a Customer Engagement Manager to oversee daily operations and ensure excellent service delivery. You will lead a team of Customer Engagement Specialists, manage escalations, and maintain operational efficiency, while fostering a positive team environment. The ideal candidate has 1-2 years of B2B SaaS experience and possesses strong leadership and decision-making skills. This hybrid role promotes a healthy work-life balance with significant growth opportunities.

Qualifications

• 1-2 years of experience in B2B SaaS Customer Support or Success.
• Proven ability to manage workflows and monitor SLAs.
• Strong decision-making skills and capability to manage escalations.
• Commitment to support the team's growth and career progression.

Responsibilities

• Lead daily operations of the customer support function.
• Manage and inspire a high-performing team of specialists.
• Own operational efficiency ensuring SLAs are consistently met.
• Serve as the primary escalation point for customer queries.

Skills

Customer Service

Customer retention

Customer Success

Organisation

Communication

Management

Leadership

Job description

Company Information and Introduction

Nutritics is focused on making food information more reliable, more accessible and more valuable for our customers. By connecting our clients and their customers to food information they can rely on, we can deliver our vision to be the world’s most trusted food management software, delivering valuable insights to enable anyone to make better informed food choices.

Our product offering includes recipe management, menu publishing, ordering, dietary management and meal planning modules. Since Nutritics launched, we’ve quickly become a global leader in our field and have customers across over 100 countries, including some of the world’s largest and most forward-thinking food companies.

We are looking for a Team Leader for our growing customer engagement team, this person will provide guidance, support and technical expertise to the wider customer engagement specialist team. We pride ourselves on really engaging with our customers and understanding their needs and this role will be central to that.

The role

We are looking for a Customer Engagement Manager to lead the daily operations of our support function and ensure our customers receive world‑class service. In this role, you will be responsible for building, managing, and inspiring a high-performing team of Customer Engagement Specialists to deliver on our service promise.

You will own the department's operational efficiency, ensuring that Service Level Agreements (SLAs) are consistently met while fostering a culture of continuous improvement. As a hands‑on leader, you will manage workflows, resolve high-level escalations and implement data‑driven strategies to optimise performance.

Key Responsibilities and Duties

Main Responsibilities

Team Leadership & Performance Management

Manage the Customer Engagement Specialists directly, overseeing workflows and productivity.

Conduct weekly 1‑2‑1s to provide coaching, monitor individual performance and support career development.

Lead the recruitment process to hire, onboard, and train high‑potential talent, ensuring the team scales effectively.

Maintain high team morale and productivity by fostering a supportive, energetic environment and act as the team's primary advocate within the wider business.

Operational Excellence & Escalations

Serve as the primary escalation point for customer queries, resolving bottlenecks by making key decisions on complex customer scenarios.

Delegate tasks effectively across the team based on capacity and individual strengths to ensure timely completion of work.

Take command during critical customer incidents; act as the primary liaison between the customer‑facing, technical teams and senior leadership to ensure rapid resolution and clear communication.

Maintain excellent knowledge of customer workflows and product/service offerings.

Strategy, metrics and reporting

Take ownership for the team’s operational metrics (e.g., CSAT, average response time).

Implement strategies to optimise team performance and identify areas for improvement.

Sit on the Management Committee to present monthly reports on team performance, trends and challenges to senior leadership.

Strategically plan and implement frameworks to scale both the team structure and support operations; ensure workflows remain efficient and service quality is maintained as the business continues its rapid growth.

Key Skills and Competencies

The Ideal candidate will have

1‑2 years of experience leading a B2B SaaS team in a Customer Support or Customer Success environment (e.g., Team Lead or Manager level).

Proven ability to manage workflows, monitor SLAs and prioritise tasks in a fast‑paced environment.

Capability to think commercially and use innovative solutions to resolve complex escalations.

The capability to define KPIs, analyse performance data and implement improvements based on metrics.

The ability to lead with a steady hand, maintaining high team morale and composure in a fast‑paced, changing environment.

The confidence to handle complex escalations and navigate hard conversations with customers diplomatically and effectively.

Strong decision‑making skills, with the ability to make autonomous judgment calls.

A genuine commitment to supporting the team's professional growth and career progression, helping individuals evolve their roles as the business scales.

Career Progression and Development

Recognition as a key part of the team that continues to deliver significant global growth.

Opportunity to learn from working alongside an experienced management team.

Exposure to more areas within the business and influence into how the CE contributes to strategic initiatives.

Opportunity to improve important skills such as priorisation, communication and time management.

Gain experience in people and team management.

Most Importantly

Being a people‑focused Company, it’s not just about the role, we are equally interested in you, both in terms of your career and as a person. Everything we do here at Nutritics is with a focus on “team first” and our core values are real – they are driven by our CEO and are strongly held by everyone working here. These values of Team First, Career Fulfilment, Open Communication, No Ego, Integrity and Drive allow us to be proud of what we do, help people to develop and retain our excellent culture. We want our team to look forward to coming to work every day and this drives our culture and outlook.

Working with Nutritics

25 days annual leave (plus public holidays).

Training & Development Programmes.

Excellent work life balance policies – Summer hours, enhanced parenting leave options, etc.

Generous personal Health & Wellbeing budget.

Unparalleled opportunities to a rewarding & diverse career path.

An experienced knowledgeable peer group.

Location and Hours of Work

Our weekly hours of work are 37.5 covering Monday to Friday. This is a hybrid role (office attendance is required once every 2 weeks) and we offer a lot of flexibility around core hours. This role is based in either the UK or Ireland.

Additional Information

Number of positions: 1

Contact

Name: Mike

Key Skills

Customer Service, Customer retention, Customer Success, Organisation, Communication, Management, Leadership