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

Are you a seasoned programme leader with a passion for driving customer success and advising on strategic solutions? Do you thrive in a fast-paced environment where no two days are the same? Look no further than this exciting opportunity to join blithequark as an Experienced Customer Experience Strategy Programme Manager. **About blithequark** blithequark is an industry-leading technology-driven company with headquarters located 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 Team** We are seeking a seasoned programme leader with deep expertise in customer lifecycle management, analytics, and operational excellence. The ideal candidate should have over ten years of experience managing projects and programs, preferably in travel, retail, or e-commerce. They should be good at developing strategies from data to increase customer participation, across various channels. This role requires a robust cross-functional influencer who can translate complex insights into actionable strategies, optimize customer journeys, and deliver measurable business impact. **Key Responsibilities & Duties** As an Experienced Customer Experience Strategy Programme Manager at blithequark, you will be responsible for: * Conducting up-front analysis to map all relative touch points in customer experience (current state) and identifying gaps to create future state strategy, working with key SMEs * Establishing and maintaining effective working relationships with multiple business partners and external vendors that manage execution at customer touch points * Regularly assessing risks and opportunities * Partnering with technical product managers/SMEs to implement features based on provided business requirements * Becoming the subject matter expert in the Customer Experience toolset, along with policies and procedures associated with those tools * Considering trade-offs between cost, schedule, and business benefit, and ensuring successful delivery of features in production that meet customer experience needs * Contributing to requirements gathering and evaluation of new and replacement tools/vendors with a focus on world-class support and global scalability * Coordinating and collaborating with Cx management and product teams on new program feature rollouts **Essential Qualifications** To be successful in this role, you will need: * 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 * 10+ years of experience in Project/programme management, customer lifecycle management, preferably within the travel, retail, or e-commerce sectors * 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 behaviors, lifecycle stages, and participation strategies **What's in it for you?** As an Experienced Customer Experience Strategy Programme Manager at blithequark, you can expect: * An opportunity to join a fast-growing company * Options for career advancement * Learning and development opportunities * Flexible working environment * Competitive salaries based on experience **Equal Opportunity Employer** blithequark 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** blithequark 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 are passionate about driving customer success, advising on strategic solutions, and contributing to product innovation, we would love to hear from you! Apply now to join our team at blithequark and take the first step towards a rewarding and challenging career. Apply for this job