Customer Care Manager

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.

• 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.

• 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.