Customer Care Manager

Customer Care Manager

The Customer Care Manager is accountable for end-to-end service delivery and customer care operations

The role ensures consistent service quality, contractual compliance, customer satisfaction, and profitable service delivery while leading and developing service teams.

Key Responsibilities Service & Delivery Ownership

Own the complete service lifecycle including onboarding, delivery, renewals, and operations

Ensure adherence to SLAs, contracts, hygiene, safety, and quality standards

Monitor and improve service KPIs Customer Care & Experience

Act as the primary escalation owner for service issues

Drive complaint resolution, root cause analysis, and preventive actions

Lead customer engagement initiatives, service reviews, and retention actions People Management

Lead and develop customer care and service teams

Drive performance management and capability building

Foster accountability and customer-centric behaviour Process, Compliance & Governance

Ensure compliance with statutory, audit, ISO and other compliance requirements

Drive disciplined use of systems (CRM, Absolute, Quintiq, SharePoint, Tableau) Business & Cost Focus

Support service profitability through cost control and operational discipline

Collaborate with Sales and Finance on renewals, pricing support, and billing accuracy Experience & Profile

5-10 years in customer interface roles in a Bt2B service environment

Strong people manager with cross-functional working experience