Customer Care Manager

Job Description/Specification:

The Customer Care Manager is responsible for leading TOD’s customer care function across service, support, and customer-related commercial activities. The role oversees day-to-day customer care operations, including contact center performance, service delivery, account support, issue resolution, and initiatives that contribute to customer satisfaction, retention, and revenue optimization.

This role plays a key part in ensuring that customer interactions are handled efficiently and professionally across all touchpoints, while also identifying opportunities to improve service quality, operational effectiveness, customer loyalty, and commercial outcomes.

Key Responsibilities and Accountabilities:

• Lead and manage the end-to-end customer care function across customer support, service delivery, and customer account management.
• Oversee contact center operations and ensure service levels, quality standards, and response times are achieved.
• Drive continuous improvement in customer care processes, workflows, and operating procedures to enhance efficiency and customer satisfaction.
• Manage customer escalations and ensure timely resolution of complex issues in coordination with relevant internal stakeholders.
• Monitor customer feedback, complaints, and service trends to identify root causes and recommend corrective actions.
• Support retention and revenue-related initiatives through effective management of renewals, upselling opportunities, and customer engagement activities where applicable.
• Collaborate with Product, Technology, Marketing, Finance, and other internal teams to improve the overall customer journey and service experience.
• Establish and monitor KPIs, dashboards, and reporting related to service performance, customer satisfaction, retention, and team productivity.
• Contribute to budget planning and cost control within the customer care function, ensuring efficient use of resources.
• Assess operational risks within the function and implement appropriate controls, governance, and mitigation actions.
• Lead, coach, and develop the customer care team to ensure high performance, accountability, and a customer-centric culture.
• Ensure policies, processes, and customer interactions are aligned with company standards, compliance requirements, and business objectives.

Qualifications

• Bachelor’s degree in business administration, Management, Marketing, Communications, or a related field, master’s degree is an advantage.
• Minimum 10 years of relevant experience in customer care, customer service, customer operations, or contact center management.