Customer Experience & Operations Leader

National Vehicle Distribution; Dublin; Hybrid; EUR 60,000 - 70,000; Full time

Benefits offered by this job

Pension

Death In Service

Digital GP Service

Employee Assistance Programme

Annual Leave Purchase

Long Service Awards

Staff Purchase: Tyres

Staff Purchase: Tools

Bike to Work

Discounted Gym Membership

Job summary

National Vehicle Distribution is seeking a hands-on Customer Operations Manager to join our Baldonnell team in Co Dublin. You will lead the UK Customer Experience Team, drive service quality, manage key client relationships, and collaborate with Operations and Transport to enhance customer outcomes.

The role requires strategic thinking, strong leadership, and a track record of improving customer satisfaction and operational performance.

Qualifications

• Proven leadership experience in customer experience, service, or operations.
• Track record of coaching and developing customer-facing teams.
• Experience delivering measurable service and performance improvements.
• Ability to work independently and drive improvements with limited supervision.
• Strong stakeholder management and relationship-building with senior clients.
• Commercial awareness and ability to balance customer expectations with ops realities.
• Strategic thinker with strong analytical and problem-solving capabilities.
• Experience developing SOPs, performance standards, and training programs.
• Proficiency in Microsoft Office and CRM systems.

Responsibilities

• Lead and develop the UK Customer Experience Team with clear performance standards.
• Assess capability, identify gaps, and implement improvement initiatives to raise service quality.
• Act as senior contact for key automotive clients, ensuring SLA compliance.
• Review and improve customer experience processes across the vehicle lifecycle.
• Establish and monitor operational and customer service KPIs.
• Own operational challenges and develop practical, independent solutions.
• Collaborate with Operations, Transport, Warehousing and Senior Leadership.
• Drive change management and embed new processes and service standards.

Skills

Leadership

Customer Experience

Account Management

Operations

Stakeholder Management

CRM Systems

Microsoft Office

Analytical Thinking

Problem Solving

Training Programs

SOP Development

Tools

CRM software

Microsoft Office Suite

Job description

National Vehicle Distribution is seeking a hands-on Customer Operations Manager to join our Baldonnell team in Co Dublin. You will lead the UK Customer Experience Team, drive service quality, manage key client relationships, and collaborate with Operations and Transport to enhance customer outcomes.

The role requires strategic thinking, strong leadership, and a track record of improving customer satisfaction and operational performance.