Customer Experience Manager

As a Customer Experience Manager you own the end-to-end journey a customer has with a brand, from first contact through to after-sales support and complaints resolution. You monitor key performance indicators such as Net Promoter Score (NPS), customer satisfaction ratings and first-contact resolution rates, using these insights to identify where improvements can be made across all touchpoints. Day-to-day you lead a team of customer service representatives and team leaders, running briefings, reviewing call and contact data, and working cross-functionally with marketing, operations and IT to remove friction from the customer experience. You also design and implement policies for handling escalated complaints, ensuring that responses are consistent, fair and in line with company standards and consumer protection legislation.

A Level 8 Honours Bachelor degree is the typical minimum qualification for this role; relevant disciplines include Business, Marketing, Management or Psychology, available at universities and technological universities across Ireland such as TU Dublin, UCC and University of Galway. Leaving Certificate subjects that build a strong foundation include Business, Economics, Mathematics and English, as analytical and communication skills are central to the work. Some professionals enter through a Level 7 Ordinary Bachelor in Business or Retail Management, supplementing this with experience and later undertaking a Level 9 postgraduate qualification in areas such as Marketing, Customer Experience or MBA programmes. Springboard+ funded courses at Level 6 to Level 9, often focused on digital business or data analytics, provide an alternative upskilling route for those already working in customer-facing roles. No statutory registration body oversees this profession, but membership of bodies such as the Customer Experience Professionals Association (CXPA) or the Chartered Institute of Marketing is valued by many Irish employers.