Customer Experience Operations Leader

GymPlusCoffee; Dublin; On-site; EUR 60,000 - 85,000; Full time

Job summary

Gym+Coffee is seeking a Customer Service Manager to lead our customer operations and strategy in Ireland. You will collaborate with eCommerce, Supply Chain, Product and Operations to embed customer insights into decisions, drive continuous improvement, and elevate the end-to-end customer journey.

You will champion scalable processes, set KPIs, optimise workforce planning, and ensure exceptional service levels across all touchpoints, while leveraging AI tools to boost productivity and customer

Qualifications

• 5+ years’ experience managing customer service or customer operations teams, ideally within retail or eCommerce.
• Experience managing customer service platforms such as eDesk, Zendesk, Gorgias or similar.
• Proven experience leading operational improvement projects and implementing new systems or technologies.
• Strong understanding of customer service metrics and performance reporting.
• Experience using automation, AI tools or workflow optimisation to improve efficiency.
• Excellent project management and stakeholder management skills.
• Strong analytical mindset with the ability to translate customer data into business recommendations.
• Outstanding communication and leadership skills.
• A proactive, solutions-focused approach with a passion for delivering exceptional customer experiences.

Responsibilities

• Develop and lead the customer operations strategy, embedding a customer-centric culture across the department and wider business to ensure customer insights inform decision-making, continuous improvement, and business priorities.
• Provide leadership ensuring operational excellence, scalable processes, and consistently high service standards across all customer touchpoints.
• Own customer service performance, establishing KPIs, monitoring service levels, and driving initiatives that improve responsiveness, efficiency, and customer satisfaction.
• Lead workforce planning and resource optimisation to ensure customer demand is effectively managed while maintaining service excellence and operational efficiency.
• Oversee the end-to-end customer resolution process, including returns, exchanges, refunds, and escalated enquiries, ensuring policy compliance balancing customer experience with commercial objectives.
• Partner with Supply Chain, Logistics, Sales, and other key stakeholders to manage customer communications relating to stock availability, delivery performance, and service disruptions, minimising customer impact.
• Champion continuous improvement by analysing customer feedback, service trends, and operational data to identify opportunities for optimisation, cost reduction, and enhanced customer experience.
• Act as the voice of the customer across the organisation, influencing cross-functional initiatives and driving improvements that strengthen customer loyalty and support business growth.

Skills

Leadership

Data-driven decisions

Stakeholder management

Project management

Analytical mindset

Communication

Retail/eCommerce experience

Automation/AI tooling

Tools

Zendesk

eDesk

Gorgias

Job description

Gym+Coffee is seeking a Customer Service Manager to lead our customer operations and strategy in Ireland. You will collaborate with eCommerce, Supply Chain, Product and Operations to embed customer insights into decisions, drive continuous improvement, and elevate the end-to-end customer journey.

You will champion scalable processes, set KPIs, optimise workforce planning, and ensure exceptional service levels across all touchpoints, while leveraging AI tools to boost productivity and customer