Customer Experience & Critical Incident Manager - Clare ( Hybrid Role)

Uniting Holding; Ennis; On-site; EUR 65,000 - 90,000; Full time

Benefits offered by this job

Competitive salary

23 days annual leave

Life Assurance Scheme

Hybrid Role

Company vehicle

Educational Assistance programme

Sports and social club

Employee Assistance Programme (EAP)

Career progression

Job summary

Tierney’s, based in Clare, Ireland, is hiring an experienced Customer Experience & Critical Incident Manager to join the Operations Leadership Team. This pivotal role voices the customer during complex issues and major incidents while driving a customer-first culture across the business.

The successful candidate will act as a trusted extension of the COO, ensuring customers stay informed, supported and confident during critical situations, and will work with operational teams to deliver lasting

Qualifications

• 5+ years’ experience in customer success, service delivery, account management or incident management.
• Proven ability to manage complex customer situations and high-stakes conversations.
• Experience coordinating major incidents in an IT, MSP or hospitality technology environment is essential.
• Excellent communication, stakeholder management, problem-solving and organizational skills.
• Analytical mindset with the ability to spot patterns in escalations/incident data and turn them into recommendations.
• Strong technical understanding, ability to follow technical discussions, challenge constructively and translate into clear customer language.
• Full clean Irish/EU driving license.

Responsibilities

• Act as the senior escalation point for complex customer issues and complaints.
• Take ownership of at-risk customer relationships through to resolution.
• Rebuild customer confidence following service failures and identify recurring issues.
• Deal directly with customers on sensitive or high-risk issues and rebuild confidence with at-risk accounts following service failures or major incidents.
• Provide clear, honest, and empathetic communication that balances customer needs with business realities.
• Own the major incident process from detection through resolution and review.
• Act as Incident Lead for high severity incidents, coordinate technical, support, account management teams to resolve incident quickly.
• Own customer-facing communications during incidents, including status updates, expected resolution times, and post-incident summaries.
• Lead clear, timely customer communications and track corrective actions.
• Maintain and continuously improve the major incident escalation matrix,and communication templates.
• Conduct customer alignment and service review meetings with key accounts.
• Identify service or relationship risks before they become escalations.
• Report on incident performance, escalation trends and customer sentiment.
• Work with the Client Excellence & Continuous Improvement Manager to turn lessons learned into lasting operational improvements.
• Take on ad hoc strategic or operational projects as directed by the COO, spanning customer experience operations or cross-functional initiatives.
• Act as a flexible senior resource who can pick up unstructured or time-sensitive priorities with minimal oversight.
• Bring a structured, calm approach to short-term project by scoping the problem, coordinating stakeholders and delivering outcomes.
• Report directly to the COO on escalation trends, major incident performance, and recurring systemic issues.
• Produce regular reports on escalation volume, resolution times, incident frequency impact and customer sentiment.
• Identify patterns behind repeat escalations or incidents and recommend process, product or training changes.
• Run regular performance /business reviews, surfacing insights and holding teams accountable for agreed actions.
• Works closely with Sales/Account Management, Customer Support, Technical and the Leadership team and other departments as required.
• Regular direct customer contact on escalated and incident related matters.
• May Lead or contribute to initiatives outside core customer experience/incident duties at the COO discretion.

Skills

Customer success

Incident management

Stakeholder management

Communication

Problem solving

Organizational skills

Technical understanding

Driving licence

Job description

Tierney’s provide a trusted and reputable range of IT Solutions, Support and Consultancy Services to the International Hotel, Restaurant and Leisure Industry across the Ireland and the UK. Our commitment within the Hospitality Sector brings cutting edge solutions to our customers from leading partners around the globe enabling our clients to gain the maximum from their IT investment helping them achieve their specific needs.

We are currently recruiting an experienced Customer Experience & Critical Incident Manager based in Clare to join our Operations Leadership Team. This is a highly visible role that serves as the voice of the customer within the organisation, leading the resolution of complex customer issues, major incidents and escalations while helping to drive a customer-first culture across the business. The successful candidate will act as a trusted extension of the COO, ensuring customers remain informed, supported and confident during critical situations while working closely with operational teams to deliver long-term improvements.

What are the key responsibilities of the role?

Customer experience & escalations

• Act as the senior escalation point for complex customer issues and complaints.

• Take ownership of at-risk customer relationships through to resolution.

• Rebuild customer confidence following service failures and identify recurring issues.

• Deal directly with customers on sensitive or high-risk issues and rebuild confidence with at-risk accounts following service failures or major incidents.

• Provide clear, honest, and empathetic communication that balances customer needs with business realities.

Critical incident management

• Own the major incident process from detection through resolution and review.

• Act as Incident Lead for high severity incidents, coordinate technical, support, account management teams to resolve incident quickly.

• Own customer-facing communications during incidents, including status updates, expected resolution times, and post-incident summaries.

• Lead clear, timely customer communications and track corrective actions.

• Maintain and continuously improve the major incident escalation matrix,and communication templates.

Customer relationships & improvement

• Conduct customer alignment and service review meetings with key accounts.

• Identify service or relationship risks before they become escalations.

• Report on incident performance, escalation trends and customer sentiment.

• Work with the Client Excellence & Continuous Improvement Manager to turn lessons learned into lasting operational improvements.

COO Project Support

• Take on ad hoc strategic or operational projects as direct by the COO, spanning customer experience operations or cross fictional initiatives.

• Act as a flexible senior resource who can pick up unstructured or time-sensitive priorities with minimal oversight.

• Bring a structured, calm approach to short-term project by scoping the problem, coordinating stakeholders and delivering outcomes.

Reporting, Performance & Continuous Improvement

• Report directly to the COO on escalation trends, major incident performance, and recurring systemic issues.

• Produce regular reports on escalation volume, resolution times, incident frequency impact and customer sentiment.

• Identify patterns behind repeat escalations or incidents and recommend process, product or training changes.

• Run regular performance /business reviews, surfacing insights and holding teams accountable for agreed actions.

Working Relationships

• Works closely with Sales/Account Management, Customer Support, Technical and the Leadership team and other departments as required.
• Regular direct customer contact on escalated and incident related matters.
• May Lead or contribute to initiatives outside core customer experience/incident duties at the COO discretion.

What skills and experience do you require?

• 5+ years’ experience in customer success, service delivery, account management or incident management.
• Proven ability to manage complex customer situations and high-stakes conversations.
• Experience coordinating major incidents in an IT, MSP or hospitality technology environment is essential
• Excellent communication, stakeholder management, problem-solving and organizational skills.
• Analytical mindset with the ability to spot pattens in escalations/incident data and turn them into recommendations.
• Strong technical understanding, ability to follow technical discussions, challenge constructively and translate into clear customer language.
• Full clean Irish/EU driving license.

What are the company benefits?

• Competitive salary
• 23 days annual leave
• Life Assurance Scheme
• Hybrid Role
• Access to use of a company vehicle as required
• Opportunity to gain industry recognised qualifications
• Active sports and social club
• Employee Assistance Programme (EAP)
• Career progression
• Educational Assistance programme.