AIB Merchant Services is a leading Payment Solution provider both in Ireland and Europe processing almost 3 billion payment transactions per year across multiple international currencies and jurisdictions. We offer state-of-the-art payment acquiring platforms, POS systems and eCommerce solutions to support the evolving needs of Merchants, Merchant Service Providers and Payment Facilitators.
With global electronic payments expertise spanning over 35 years. Through its relationship with Fiserv, AIBMS delivers world-class point of sale solutions that are inspired by deep industry insight and realised through a program of sustained global investment.
What does a successful Client Experience Manager do?
The AIBMS Customer Experience Manager is a business-critical role responsible for monitoring and optimizing every touchpoint a customer has with our company. Their goal is to ensure a positive and seamless experience throughout their customer lifecycle.
This role is deemed as a Controlled Function role (CF8) under the Central Bank of Ireland Fitness and Probity Regulations. Commitment to adhere to the IAF Conduct Standards is a requirement for this role.
What you will do:
- Management of the Voice of the Customer Programme (NPS), associated surveys, and data to identify customer pain points and different ways to improve the customer journey and create a positive experience
- Developing and implementing strategies to improve customer interactions across multiple touchpoints and channels
- Collaborating with cross-functional teams, such as marketing, sales, product development, and the customer service team, to align customer experience efforts with business goals and objectives
- Designing and implementing customer service standards and guidelines to ensure consistent and exceptional service delivery for building customer relations
- Training and educating staff on customer-centric approaches and best practices to foster a customer-focused culture throughout the organization
- Monitoring and measuring key performance indicators (KPIs) related to customer satisfaction, retention, and loyalty, providing regular reports and insights to senior management and stakeholders
- Adherence to customer related regulatory guidelines as they arise
What you will need to have:
- Degree (e.g. business administration, economics, business law, law or comparable).
- Five plus years of professional work experience in comparable positions Customer Service/Experience Management.
- Expertise in the field of regulation of financial services companies.
- Communication and influencing skills, and assertiveness.
- Analytical, commercial and results driven
- Experience working in a fast-paced environment is essential.
- The ability to work across all areas of the business a strong business acumen is a must.
- This role is within the Core Operations Team and requires flexibility
R-10357295
