Customer Care Manager

About the Role

The Customer Care Manager will spearhead TOD's customer care department, managing services, support, and all customer-related commercial interactions. This role is responsible for the daily operations of customer care, ensuring smooth contact center functionality, effective service delivery, account assistance, issue handling, and initiatives that boost customer satisfaction, retention, and revenue growth.

Key Responsibilities

• Supervise and lead the entire customer care division, including support, service delivery, and account management.
• Oversee contact center activities to ensure achievement of service levels, quality benchmarks, and timely responses.
• Implement ongoing enhancements to customer care workflows, processes, and procedures to drive operational efficiency and satisfaction.
• Handle customer escalations by coordinating with relevant teams to resolve complex issues swiftly.
• Analyze customer feedback, complaints, and service patterns to identify and address underlying issues.
• Support initiatives aimed at customer retention and revenue growth such as renewals and upselling efforts.
• Collaborate closely with Product, Technology, Marketing, Finance, and other departments to enhance the customer journey and experience.
• Develop and maintain KPIs, dashboards, and reports focused on service performance, satisfaction, retention, and team efficiency.
• Participate in budget preparation and resource management to ensure cost-effective operations within customer care.
• Evaluate operational risks, implement governance, controls, and mitigation strategies within the function.
• Lead, mentor, and develop the customer care team promoting accountability and a customer-first mindset.
• Ensure adherence to company policies, compliance mandates, and alignment with business objectives in all customer interactions.

Qualifications

• Bachelor’s degree in Business Administration, Management, Marketing, Communications, or a related area; a master’s degree is advantageous.
• At least 10 years of relevant experience in customer care, service, operations, or managing contact centers.