Customer Operations Manager

About NVD

A family-owned business, established in 1980, NVD was set up to assist vehicle manufacturers in the timely and incident free distribution of their products. We’ve established ourselves as a one stop shop providing the three main pillars of outbound logistics, including transporting, storing and enhancing our customers’ vehicles, prior to delivery to their end location. Since 1980 NVD has been at the forefront of pioneering the digitisation of the FVL industry. As early adopters of emerging technology we have been able to introduce huge efficiencies saving time and money for our customers. Our unwavering commitment to progress and continual service improvement remains at the heart of our business today.

Summary of Position

National Vehicle Distribution is seeking a highly motivated and experienced hands-on Customer Operations Manager to join our team in Baldonnell, Co Dublin. The ideal candidate will be responsible for ensuring exceptional customer service and enhancing the overall customer experience. This role requires a strategic thinker with strong leadership skills and a passion for customer satisfaction.

Pay and Benefits

• Salary: €60,000 - €70,000 depending on experience

• Pension Scheme

• Death In Service Benefit

• Digital GP Service

• Employee Assistance Programme

• Annual Leave Purchase Programme

• Long Service Awards

• Staff Purchase Schemes:

o   Tyres

o   Tools

• Bike to Work

• Discounted Gym Membership 

Key Responsibilities:

As the Customer Experience Manager, your responsibilities will include:

• Team Development & Performance Leadership: Lead, mentor, and develop the UK Customer Experience Team, establishing clear performance standards, accountability frameworks, coaching plans, and development pathways to build a high-performing culture.

• Team Transformation & Capability Building: Assess existing team capability, identify performance gaps, and implement improvement initiatives that enhance service quality, productivity, engagement, and customer satisfaction.

• Account & Client Relationship Management: Act as the senior point of contact for key automotive clients, ensuring exceptional service delivery, SLA compliance, and long-term relationship development.

• Process Optimisation, Onboarding & Continuous Improvement:Review, challenge, and improve customer experience processes across the vehicle lifecycle, identifying root causes of recurring issues and implementing sustainable solutions.

• Performance Management & KPI Delivery: Establish, monitor, and drive key operational and customer service metrics, ensuring targets are achieved and performance trends are proactively addressed.

• Strategic Problem Solving:Take ownership of operational and customer challenges, developing practical solutions and driving initiatives independently with minimal supervision.

• Cross-Functional Leadership:Collaborate closely with Operations, Transport, Warehousing, and Senior Leadership teams to improve customer outcomes and operational efficiency.

• Change Management:Lead and support business improvement initiatives, embedding new processes, behaviours, and service standards across the team.

Requirements:

• We are seeking candidates with the following qualifications and attributes:

• Proven leadership experience within customer experience, customer service, account management, operations, or a related environment.

• Demonstrated success leading, coaching, and developing customer-facing or operational teams.

• Track record of delivering measurable improvements in service quality, customer satisfaction, team productivity, or operational performance.

• Strong ability to operate independently, take initiative, and drive improvements without requiring close supervision.

• Excellent stakeholder management and relationship-building skills, with the confidence to engage effectively with senior clients and internal leaders.

• Strong commercial awareness and ability to balance customer expectations with operational realities.

• Strategic thinker with excellent analytical and problem-solving capabilities.

• Experience developing SOPs, performance standards, training programmes, and continuous improvement initiatives.

• Proficiency in Microsoft Office Suite and CRM systems.

• Exceptional organisational skills, attention to detail, and ability to manage multiple priorities.

• Highly adaptable with strong conflict resolution and decision-making capabilities in fast-paced environments.

• Automotive, logistics, fleet, or supply chain experience would be advantageous but is not essential.

• Willingness to travel occasionally for client meetings.

• Full UK driving licence required.

Equal Opportunities Statement

National Vehicle Distribution is an equal opportunity employer committed to fostering a diverse and inclusive workplace. We value openness, innovation, customer focus, and operational excellence. Our organisation actively promotes equality and prohibits discrimination based on gender, marital/civil status, family status, age, disability, sexual orientation, race, religion, or membership of the Traveller community, in accordance with Irish and UK equality legislation. We encourage applications from all qualified individuals and are dedicated to creating an environment where everyone can thrive and contribute to our shared success.

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