Customer Engagement Manager [Code: 3943153]

Nutritics Group; Ireland; Hybrid; EUR 50,000 - 70,000; Full time

Job summary

A leading food management software company is looking for a Customer Engagement Manager to lead its support team in Ireland. This role involves managing daily operations and ensuring top-notch service to customers. The ideal candidate should have 1-2 years of experience in a B2B SaaS environment, proven leadership skills, and a strong ability to handle complex customer issues with decision-making autonomy. This position encourages professional growth and offers a hybrid work model with flexibility.

Benefits

25 days annual leave

Training & Development Programmes

Generous Health & Wellbeing budget

Qualifications

• 1–2 years of experience leading a B2B SaaS team in a Customer Support or Customer Success environment.
• Proven ability to manage workflows, monitor SLAs and prioritise tasks in a fast-paced environment.
• Strong decision-making skills with the ability to make autonomous judgment calls.

Responsibilities

• Lead the daily operations of the support function, ensuring world-class service.
• Manage the Customer Engagement Specialists, overseeing workflows and productivity.
• Serve as the primary escalation point for customer queries.

Skills

Customer Service

Customer retention

Communication

Leadership

Organisation

Job description

Company Information and Introduction

Nutritics is focused on making food information more reliable, more accessible and more valuable for our customers. By connecting our clients and their customers to food information they can rely on, we can deliver our vision to be the world’s most trusted food management software, delivering valuable insights to enable anyone to make better informed food choices.

Our product offering includes recipe management, menu publishing, ordering, dietary management and meal planning modules. Since Nutritics launched, we’ve quickly become a global leader in our field and have customers across over 100 countries, including some of the world’s largest and most forward‑thinking food companies.

We are looking for a Team Leader for our growing customer engagement team, this person will provide guidance, support and technical expertise to the wider customer engagement specialist team. We pride ourselves on really engaging with our customers and understanding their needs and this role will be central to that.

The role

Customer Engagement Manager – lead the daily operations of our support function and ensure our customers receive world‑class service. In this role you will build, manage, and inspire a high‑performing team of Customer Engagement Specialists to deliver on our service promise.

You will own the department’s operational efficiency, ensuring that Service Level Agreements (SLAs) are consistently met while fostering a culture of continuous improvement. As a hands‑on leader, you will manage workflows, resolve high‑level escalations and implement data‑driven strategies to optimise performance.

Key Responsibilities and Duties

Team Leadership & Performance Management

• Manage the Customer Engagement Specialists directly, overseeing workflows and productivity.
• Conduct weekly 1‑2‑1s to provide coaching, monitor individual performance and support career development.
• Lead the recruitment process to hire, onboard, and train high‑potential talent, ensuring the team scales effectively.
• Maintain high team morale and productivity by fostering a supportive, energetic environment and act as the team's primary advocate within the wider business.

Operational Excellence & Escalations

• Serve as the primary escalation point for customer queries, resolving bottlenecks by making key decisions on complex customer scenarios.
• Delegate tasks effectively across the team based on capacity and individual strengths to ensure timely completion of work.
• Take command during critical customer incidents; act as the primary liaison between customer‑facing, technical teams and senior leadership to ensure rapid resolution and clear communication.
• Maintain excellent knowledge of customer workflows and product/service offerings.

Strategy, Metrics and Reporting

• Take ownership for the team’s operational metrics (e.g., CSAT, average response time).
• Implement strategies to optimise team performance and identify areas for improvement.
• Sit on the Management Committee to present monthly reports on team performance, trends and challenges to senior leadership.
• Strategically plan and implement frameworks to scale both the team structure and support operations; ensure workflows remain efficient and service quality is maintained as the business continues its rapid growth.

Key Skills and Competencies

The ideal candidate will have:

• 1–2 years of experience leading a B2B SaaS team in a Customer Support or Customer Success environment (e.g., Team Lead or Manager level).
• Proven ability to manage workflows, monitor SLAs and prioritise tasks in a fast‑paced environment.
• Capability to think commercially and use innovative solutions to resolve complex escalations.
• Capability to define KPIs, analyse performance data and implement improvements based on metrics.
• Strong leadership to maintain high morale and composure in a fast‑paced, changing environment.
• Confidence to handle complex escalations and navigate hard conversations with customers diplomatically and effectively.
• Strong decision‑making skills, with the ability to make autonomous judgment calls.
• Genuine commitment to supporting the team’s professional growth and career progression, helping individuals evolve as the business scales.

Career Progression and Development

• Recognition as a key part of the team that continues to deliver significant global growth.
• Opportunity to learn from working alongside an experienced management team.
• Exposure to more areas within the business and influence into how the CE contributes to strategic initiatives.
• Opportunity to improve important skills such as prioritisation, communication and time management.
• Gain experience in people and team management.

Our Culture and Core Values

Being a people‑focused company, it’s not just about the role – we are equally interested in you, both in terms of your career and as a person. Everything we do is with a focus on “team first” and our core values are real – driven by our CEO and strongly held by everyone. These values of Team First, Career Fulfilment, Open Communication, No Ego, Integrity and Drive allow us to be proud of what we do, help people to develop and retain our excellent culture. We want our team to look forward to coming to work every day, driving our culture and outlook.

Benefits and Working Conditions

• 25 days annual leave (plus public holidays)
• Training & Development Programmes
• Excellent work‑life balance policies – Summer hours, enhanced parenting leave options, etc.
• Generous personal Health & Wellbeing budget
• Unparalleled opportunities for a rewarding & diverse career path
• An experienced, knowledgeable peer group

Location and Hours of Work

The weekly hours of work are 37.5 covering Monday to Friday. This is a hybrid role (office attendance is required once every two weeks) and we offer a lot of flexibility around core hours. This role is based in either the UK or Ireland.

Additional Information

• Number of positions: 1
• Contact: Mike
• Key Skills: Customer Service, Customer retention, Customer Success, Organisation, Communication, Management, Leadership