Customer Experience & Digital Sales Manager

Executive Edge Citywest; Dublin; Hybrid; EUR 75,000 - 85,000; Full time

Benefits offered by this job

Hybrid work

Work From Home

Job summary

Executive Edge Citywest is seeking a senior Customer Experience & Digital Sales Manager in Ireland. You will lead a 14-person team across customer service and sales, driving a premium customer journey via CRM and digital channels.

You will own customer experience, develop campaigns with CRM and E‑commerce teams, monitor KPIs, and push for conversion, cross‑selling and upselling while maintaining a customer‑first approach.

Qualifications

• Significant leadership experience in customer experience, service and sales.
• Experience using CRM data to improve engagement, retention and conversion.
• Strong digital engagement and ecommerce collaboration skills.

Responsibilities

• Lead a 14-person Customer Service and Sales team, including an Associate Manager, Quality Analyst, Trainer and Digital Client Advisors.
• Own the Customer Experience across service, sales and digital touchpoints to ensure consistency and high quality.
• Develop and implement strategies to increase customer engagement, acquisition, retention and sales conversion.

Skills

Customer Experience

Digital Sales

Customer Service

Education

Third-level qualification

Tools

CRM systems

Analytics tools

Job description

Customer Experience & Digital Sales Manager Salary: €75K€85K + Benefits | Hybrid 2 Days Working from Home Our client is seeking an experienced Client Relations & Sales Manager to lead a sizeable Customer Service and Sales operation, with a strong focus on Customer Experience, digital engagement, CRM and commercial performance. This is a senior leadership role managing a combined Customer Service and Sales team of 14, including five direct reports. You will take ownership of the customer journey across service and sales, using customer insight, CRM activity and performance data to improve the experience, strengthen engagement and drive sales growth. Working closely with E-commerce, CRM and key European stakeholders, you will have the opportunity to shape how customers engage with the business across its digital and service channels. The Role Lead, motivate and develop a 14-person Customer Service and Sales team, including an Associate Manager, Quality Analyst, Trainer and Digital Client Advisors. Take ownership of the Customer Experience, ensuring customers receive a consistent, high-quality experience across service, sales and digital touchpoints. Develop and implement strategies to increase customer engagement, acquisition, retention and sales conversion. Work closely with CRM specialists to develop targeted CRM and digital customer engagement campaigns that support both customer experience and commercial objectives. Partner with the wider E-commerce team to create a joined‑up approach to online customer engagement, service and sales. Use customer, sales and digital performance data to identify trends, opportunities, and areas for improvement. Develop and monitor KPIs including SLAs, conversion, repeat customer rates, service quality and sales performance. Identify opportunities to improve conversion, cross‑selling, upselling and new customer acquisition while maintaining a strong customer‑first approach. Continuously review customer journeys, processes and operational procedures to improve efficiency and the overall client experience. Work with Quality and Training colleagues to develop team capability across customer engagement, sales, communication and problem-solving. Oversee quality monitoring and performance standards, ensuring customer interactions consistently meet expected service levels. Manage escalated customer issues and use customer feedback and recurring themes to identify opportunities for wider service improvement. Build strong relationships with central teams, European markets and other key stakeholders to share insight, align activity and continuously improve the customer experience. Develop sales incentive and recognition initiatives that encourage strong, sustainable commercial performance. The Candidate We are looking for an experienced people leader who combines a strong Customer Experience mindset with commercial and digital capability. Ideally, you will have: Significant management experience across Customer Experience, Customer Service, Sales or digitally enabled customer operations. A strong track record of leading, motivating and developing customer‑facing teams, including team leaders or specialist roles. Experience using CRM, customer insight and performance data to improve engagement, retention, conversion and customer experience. A good understanding of digital customer journeys and how CRM, E-commerce, Customer Service and Sales work together to deliver commercial results. Proven experience managing KPIs and using data to identify trends and drive operational improvements. Strong commercial awareness with experience developing or implementing sales strategies. Excellent stakeholder management skills and the confidence to work collaboratively with senior colleagues and teams across different markets. Strong communication, presentation and influencing skills. A structured, analytical approach combined with the ability to operate effectively in a fast‑moving, target‑driven environment. A relevant third-level qualification or equivalent practical experience. This is an excellent opportunity for an experienced Customer Experience and Sales leader who wants to combine people leadership, digital customer engagement and commercial strategy in a broad, influential role. Salary: €75K€85K plus benefits, with hybrid working including two days working from home.

The Role

• Lead, motivate and develop a 14-person Customer Service and Sales team, including an Associate Manager, Quality Analyst, Trainer and Digital Client Advisors.
• Take ownership of the Customer Experience, ensuring customers receive a consistent, high-quality experience across service, sales and digital touchpoints.
• Develop and implement strategies to increase customer engagement, acquisition, retention and sales conversion.
• Work closely with CRM specialists to develop targeted CRM and digital customer engagement campaigns that support both customer experience and commercial objectives.
• Partner with the wider E-commerce team to create a joined‑up approach to online customer engagement, service and sales.
• Use customer, sales and digital performance data to identify trends, opportunities, and areas for improvement.
• Develop and monitor KPIs including SLAs, conversion, repeat customer rates, service quality and sales performance.
• Identify opportunities to improve conversion, cross‑selling, upselling and new customer acquisition while maintaining a strong customer‑first approach.
• Continuously review customer journeys, processes and operational procedures to improve efficiency and the overall client experience.
• Work with Quality and Training colleagues to develop team capability across customer engagement, sales, communication and problem-solving.
• Oversee quality monitoring and performance standards, ensuring customer interactions consistently meet expected service levels.
• Manage escalated customer issues and use customer feedback and recurring themes to identify opportunities for wider service improvement.
• Build strong relationships with central teams, European markets and other key stakeholders to share insight, align activity and continuously improve the customer experience.
• Develop sales incentive and recognition initiatives that encourage strong, sustainable commercial performance.

The Candidate

• Significant management experience across Customer Experience, Customer Service, Sales or digitally enabled customer operations.
• A strong track record of leading, motivating and developing customer‑facing teams, including team leaders or specialist roles.
• Experience using CRM, customer insight and performance data to improve engagement, retention, conversion and customer experience.
• A good understanding of digital customer journeys and how CRM, E-commerce, Customer Service and Sales work together to deliver commercial results.
• Proven experience managing KPIs and using data to identify trends and drive operational improvements.
• Strong commercial awareness with experience developing or implementing sales strategies.
• Excellent stakeholder management skills and the confidence to work collaboratively with senior colleagues and teams across different markets.
• Strong communication, presentation and influencing skills.
• A structured, analytical approach combined with the ability to operate effectively in a fast‑moving, target‑driven environment.
• A relevant third-level qualification or equivalent practical experience.

Skills

Customer Experience Digital Sales Customer Service

Benefits

Benefits: Work From Home TPBN1_IJ

Salary: €75K€85K plus benefits, with hybrid working including two days working from home.