Job Purpose:
The Consumer Care Manager is responsible for ensuring a best-in class consumer experience across all touchpoints. This role leads the development and execution of consumer care strategies, manages service operations, and drives continuous improvement to enhance consumer satisfaction, loyalty, and retention.
Key Responsibilities:
• Consumer Experience Strategy:
Develop and implement consumer care strategies aligned with business goals to deliver superior service and build brand loyalty.
• Operations Management:
Oversee the daily operations of the consumer care team, including call centers, digital support channels, and vendor partnerships.
• Team Leadership:
Lead, mentor, and develop a high-performing consumer care team.
Set performance targets, conduct evaluations, and foster a customer-centric culture.
• Complaint & Escalation Handling:
Manage complex consumer complaints and escalations, ensuring timely resolution and root cause analysis.
• Performance Monitoring:
Track KPIs such as CSAT, NPS, SLA compliance, and first-contact resolution. Analyze trends and implement corrective actions.
• Cross-functional Collaboration:
Work closely with marketing, product, sales, and quality teams to align consumer feedback with business improvements.
• Vendor Management:
Manage relationships with outsourced service providers, define SLAs, and ensure quality delivery.
• Training & Knowledge Management:
Develop training programs and maintain up-to-date knowledge bases for staff and consumers.
• Reporting & Insights:
Prepare and present reports to senior management on consumer care performance and initiatives.
Qualifications:
• Bachelor’s degree in Business Administration, Marketing, or related field.
• 5+ years of experience in consumer/customer service management, pet industry experience will be a must.
• Experience managing contact centers or service vendors is highly desirable.
• Strong analytical, communication, and leadership skills.
• Proficiency in customer service platforms (e.g., ServiceNow, Zendesk) and MS Office.
• Fluency in English; additional languages are a plus.
Preferred Attributes:
• Consumercentric mindset with a passion for delivering exceptional service.
• Ability to thrive in a fast-paced, multi-tasking environment.
• Strong negotiation and influencing skills with internal and external stakeholders.
• Familiarity with agile working methods and digital transformation in service delivery.
