At The Stepstone Group, we have a simple yet very important mission: The right job for everyone. Using our data, platform, and technology, we create opportunities for job seekers and companies around the world to find a perfect match, in fair and equitable way. With over 20 brands across 30+ countries, we strive for fair and unbiased hiring.

Join our team of 4,000+ employees and be part of reshaping the labour market and becoming the world’s leading job-tech platform.

We are seeking an innovative and experienced Leader to oversee customer experience in our Irish market. You will manage a high-performance team of over 20 Customer Success and Customer Service professionals. Your key focus will be to create and embed strategies that delight, retain, and grow our customer base. This involves setting the path for future growth and customer excellence from onboarding through to renewal and long-term revenue growth across our three Irish businesses. 

 You will drive the post-sales organisation to support our revenue ambitions, ensuring value realisation and balancing the services and support offered to our diverse customer segments, including Key Accounts, SMEs, and Recruitment Consultancies. 

  In your role, you will influence future customer lifetime value through deeper product adoption, greater levels of customer engagement, and improved customer satisfaction, leading to enhanced logo retention, you will also produce customer insights for the company, analyse customer churn, dive deep into customer feedback, and help identify new product requirements for the business. 

  As Head of Customer Experience, you will be responsible for leading the delivery of a compelling and creative post-sales customer experience that supports the long-term success of the business. A career at StepStone means working with a group of professionals who anticipate changes, solve problems, and work together to make it all happen. 

This is so important to us. By joining our team, you will be playing a vital role as together we reimagine the labour market to make it work for everybody. 

Your responsibilities:  

• Lead a strong team of professionals to deliver on our customer experience strategy 

• Deliver a step change in the customer post sales experience to drive rapid customer volume growth. 

• Implement best in industry customer success management of a growing base of customers ensuring a consistently high satisfaction and engagement score. 

• Collaborate with internal stakeholders and team members to drive continuous improvement of messaging, creative, and user experience to improve customer engagement, conversion rate, and repurchase rate. 

• Drive strategic initiatives to enhance customer loyalty and retention.

• Min 7+ years’ experience in successfully leading high performance teams - goal setting, coaching, & development. This is a senior leadership role. Proven track record in delivering growth within a fast-paced online or tech business. 

• Ability to understand customer goals, foster innovation and creativity while managing change. 

• Excellent data and analytical skills, with experience working alone and with a team to derive insights from data that can be leveraged by the wider business. 

• High performance of exceeding targets, KPI's, SLA's as well as improving processes 

• Strategic customer focus, self-driven thinker with the ability to shape and implement processes at scale.

We’re a community here that cares as much about your life outside work as how you feel when you’re with us. Because your job shouldn’t take over your life, it should enrich it. Here are some of the benefits we offer:

• 23 days holiday allowance + 2 company days + bank holidays
• After each year in the company, you get an extra day (up to 4 days)
• Private medical healthcare
• Pension contribution up to 5%
• Bike to work scheme
• Educational assistance
• Volunteering day

Our commitment

Equal opportunities are important to us. We believe that diversity and inclusion at The Stepstone Group are critical to our success as a global company, so we want to recruit, develop, and keep the best talent. We encourage applications from everyone, regardless of background, gender identity, sexual orientation, disability status, ethnicity, belief, age, family or parental status, and any other characteristic.