**Experienced Customer Experience Strategy Programme Manager – Driving Customer Success and Innovation at arenaflex**

At arenaflex, we're passionate about harnessing the power of technology to deliver exceptional customer experiences. As a seasoned programme leader with a proven track record in customer lifecycle management, analytics, and operational excellence, you'll play a pivotal role in shaping the future of customer experience at our fast-growing company. **About arenaflex** arenaflex is an industry-leading technology-driven company with headquarters in Dublin and remote teams in the UK and Europe. Our blended teams of local and nearshore talent are optimized to deliver high-quality and collaborative solutions. Established in 2013, we specialize in cloud migration and development, digital transformation, including agile software development, DevOps, automation, data, and machine learning. **Join our mission to revolutionize customer experience** We're seeking an experienced Customer Experience Strategy Programme Manager to lead our customer experience initiatives and drive business growth through data-led decision making. As a key member of our team, you'll collaborate with cross-functional stakeholders to develop and implement customer experience strategies that deliver measurable business impact. **Key Responsibilities & Duties** * Conduct up-front analysis to map all relative touch points in customer experience (current state) and identify gaps to create future state strategy, working with key SMEs * Establish and maintain effective working relationships with multiple business partners and external vendors that manage execution at customer touch points * Regularly assess risks and opportunities * Partner with technical product managers/SMEs to implement features based on provided business requirements * Become the subject matter expert in the Customer Experience toolset, along with policies and procedures associated with those tools * Consider trade-offs between cost, schedule, and business benefit, and ensure successful delivery of features in production that meet customer experience needs * Contribute to requirements gathering and evaluation of new and replacement tools/vendors with a focus on world-class support and global scalability * Coordinate and collaborate with Cx management and product teams on new program feature rollouts **Essential Qualifications** * 10+ years of experience in Project/programme management, customer lifecycle management, preferably within the travel, retail, or e-commerce sectors * Demonstrated ability to build solid relationships at all levels as a cross-functional influencer * Must have experience in custom analytics, including identifying issues, creating models, comprehending results, and presenting them to top management * Experience in a multi-channel client/customer support environment (e.g., email, phone, chat, social) * Ability to consistently deliver quality outputs in a high-paced and dynamic environment and work through ambiguity, with an ability to meet tight deadlines * Bachelor's degree in Business or a related field. A proven qualification in Project Management is preferable * Robust track record of team management and operational management in marketing or lifecycle management functions * Experience with managing campaigns based on data, categorizing customers, and enhancing performance * Ability to interpret performance insights, ensuring data-led decisions in customer collaboration initiatives * Solid communication skills, ensuring alignment across teams and management functions * Ability to maintain day-to-day efficiency in lifecycle management operations * Deep awareness of customer behaviours, lifecycle stages, and participation strategies **Preferred Qualifications** * Experience with Customer Experience toolsets and policies * Knowledge of agile methodologies and DevOps practices * Familiarity with data analytics platforms and tools * Experience with project management methodologies (e.g., Agile, Scrum, Waterfall) * Certification in Project Management (e.g., PMP, PRINCE2) **What We Offer** * An opportunity to join a fast-growing company with a strong focus on innovation and customer experience * Options for career advancement and professional growth * Learning and development opportunities to enhance your skills and expertise * Flexible working environment with a hybrid model (at least 2 days working in the office per week) * Competitive salaries based on experience * Comprehensive benefits package, including health insurance, retirement plan, and paid time off **Equal Opportunity Employer** arenaflex is an equal opportunity employer and makes employment decisions on the basis of merit. We celebrate diversity and are committed to creating an inclusive environment for all employees. This job description is intended to convey essential responsibilities and qualifications for this role, but it is not an exhaustive list of tasks that an employee may be required to perform. **Your Personal Data** arenaflex will process your personal information in accordance with the EU's General Data Protection Regulation (GDPR). We will comply with data protection law and principles, which means that your data will be: * Used lawfully, fairly, and in a transparent way * Collected only for valid purposes and not used in any way that is incompatible with those purposes * Relevant to the purposes we have told you about and limited only to those purposes * Accurate and kept up to date * Kept only as long as necessary for the purposes we have told you about * Kept securely If you would like to contact us about your data, please use the following address: [email protected] **Apply Now** If you're passionate about driving customer success, advising on strategic solutions, and contributing to product innovation, we'd love to hear from you! Apply now to join our team and be part of our mission to revolutionize customer experience at arenaflex. Apply for this job