Customer Experience Leader: Analytics-Driven Service

EZ Living Furniture

Connacht

On-site

EUR 60,000 - 85,000

Full time

11 days ago

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Benefits offered by this job

Up to 23 days holiday per year

Pension scheme

Bonus Scheme

Educational Support Scheme

Discounted health care

Employee Assistance Programme

Bike to work scheme

Free Flu vaccination

Career Development Opportunities

Continuous professional development

Job summary

EZ Living Furniture in Ireland is seeking an experienced Customer Service Manager to lead our customer service team and drive excellence across all interactions. You will manage a team of representatives and deliver data-driven insights to improve satisfaction and service delivery.

Partnering with Retail Stores, Distribution, Logistics, E-commerce, Buying and Operations, you will implement continuous improvement initiatives, analyse trends, and present findings to senior management to shape

Qualifications

> Minimum 3-5 years in a Customer Service leadership role.
< Proven experience managing and developing customer service teams.
< Strong analytical and reporting skills with experience interpreting customer data.
< Experience producing management reports and presenting findings.
< Excellent communication and interpersonal skills.
< Customer-focused mindset with a passion for service excellence.
< Proficiency in Microsoft Excel and reporting tools.
< Experience using CRM and customer service management platforms.

Responsibilities

Lead, coach, motivate, and develop a team of Customer Service Representatives.
Oversee the resolution of customer queries, complaints, and escalations.
Monitor compliance with company policies and consumer regulations.
Act as an escalation point for complex customer issues.
Analyse customer contacts, complaints, returns, delivery issues, and service failures.
Identify key trends, root causes, and recurring issues impacting customers.
Produce regular management reports and KPI dashboards.
Present findings and recommendations to senior management.
Use customer feedback and operational data to influence business decisions.
Partner with internal stakeholders to reduce customer pain points.
Drive corrective actions arising from customer feedback and trend analysis.
Support process improvement initiatives across customer service and operational functions.
Monitor service performance and customer satisfaction metrics.
Drive initiatives that enhance the overall customer experience.