Senior Customer Experience & Incident Manager - Hybrid Role

HireHive; Ennis; Hybrid; EUR 60,000 - 85,000; Full time

Benefits offered by this job

Hybrid Role

23 days annual leave

Life Assurance Scheme

Access to company vehicle

Educational Assistance programme

Employee Assistance Programme (EAP)

Career progression

Job summary

Tierney's is recruiting an experienced Customer Experience & Critical Incident Manager based in Clare to join our Operations Leadership Team. This role focuses on representing the voice of the customer, resolving complex issues, and driving a customer-first culture across the business.

You will partner with the COO and operational teams to implement long-term improvements. The role requires handling high-stakes conversations with key accounts, owning the major incident process, and delivering

Qualifications

• 5+ years experience in customer success, service delivery, incident management or related roles.
• Proven ability to handle complex customer situations and high-stakes conversations.
• Experience coordinating major incidents in IT or hospitality technology environments.

Responsibilities

• Act as senior escalation point for complex customer issues and complaints.
• Own major incident process from detection through resolution and review.
• Lead customer alignment and service review meetings with key accounts.
• Coordinate cross-functional teams to resolve incidents quickly and communicate clearly with customers.
• Report on escalation trends, incident performance and customer sentiment.

Skills

Customer success

Incident management

Communication

Problem solving

Organizational skills

Driving license

Job description

Tierney's is recruiting an experienced Customer Experience & Critical Incident Manager based in Clare to join our Operations Leadership Team. This role focuses on representing the voice of the customer, resolving complex issues, and driving a customer-first culture across the business.

You will partner with the COO and operational teams to implement long-term improvements. The role requires handling high-stakes conversations with key accounts, owning the major incident process, and delivering