Manager, Customer Service

About The Pokémon Company International

The Pokémon Company International handles the Pokémon brand and licensing outside Asia, overseeing marketing, the Trading Card Game, TV series, home entertainment, and the official website. Since its Japan launch in 1996, Pokémon has become one of the leading children’s entertainment franchises globally.

Role Overview

We are looking for a Manager of Customer Service based in Dublin who will play a critical role as a customer advocate and leader, responsible for delivering outstanding service to external customers and managing the local Customer Service team. The role involves collaborating with the US team to ensure consistent, high-quality support across all customer touchpoints, including retail and digital gaming.

Key Responsibilities

• Lead and mentor direct reports across various disciplines, handling performance management, career development, recruitment, interviewing, and onboarding.
• Assist in long-term strategic planning aimed at minimizing customer friction, enhancing self-service and automation, and boosting retention and customer lifetime value.
• Empower the Customer Service team to become product and operations subject matter experts, ensuring effective issue escalation and uniform global support standards.
• Provide guidance to maintain consistent application of business processes, policies, and quality benchmarks to support both customer and organizational goals.
• Define and monitor success metrics and service performance indicators to drive customer satisfaction and continuous operational improvement.
• Implement mechanisms for collecting, assessing, and analyzing customer feedback effectively.

Qualifications and Experience

• At least five years of relevant work experience, including a minimum of one year in people management or equivalent expertise.
• Bachelor's degree in a related field or an equivalent combination of education and experience.
• Proven passion and ability to coach, mentor, and develop team members for growth and success.
• Willingness and ability to travel abroad approximately three to four times annually to other company offices.
• Participation in an on-call rotation for emergency support duties is required.
• Familiar with task tracking and project management software tools.
• Experience collaborating across multiple functions and adapting leadership and communication styles according to different audiences.
• Capacity to manage responsibilities effectively across Ireland and US time zones.
• Exceptional interpersonal and communication skills.

Compensation Range

The starting base salary for this position is typically between €82,000 and €109,000 annually, with a total range from €82,000 to €148,000 depending on qualifications and experience.

Success Factors

• A deep enthusiasm for the Pokémon brand and culture, utilizing this knowledge to influence work positively.
• An innovative mindset that embraces challenges, learns from failure, and drives creative problem-solving.
• Upholding integrity and respect by demonstrating empathy, listening, and taking accountability for actions and decisions.
• A commitment to high-quality standards, continuous learning, and applying feedback for ongoing improvement.
• Building collaborative relationships with a team-first approach to accomplishing shared objectives.
• Prioritizing customer needs by listening, understanding, and delivering exceptional Pokémon experiences.

Additional Information

• Innovative, impact-driven culture focused on meaningful outcomes.
• Company events celebrating Pokémon's spirit.
• Comprehensive benefits including 100% employer-paid healthcare, paid family leave, life insurance, disability income protection, pension or 401k matching depending on location, fitness reimbursements, commuter benefits, and access to online learning resources.
• Hybrid work environment.
• Right to work in the UK or Ireland is required; however, visa support may be provided in suitable cases.
• Committed to inclusive hiring and reasonable accommodations during the recruitment process upon request.