Customer Care Manager

The Customer Care Manager is accountable for end-to-end service delivery and customer care operations at Lindstrm. The role ensures consistent service quality, contractual compliance, customer satisfaction, and profitable service delivery while leading and developing service teams.
The core responsibilities for the job include the following:
Service and 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 and 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 behavior.
Process, Compliance, and Governance:
Ensure compliance with statutory, audit, ISO and other compliance requirements.
Drive disciplined use of systems (CRM, Absolute, Quintiq, SharePoint, Tableau).
Business and Cost Focus:
Support service profitability through cost control and operational discipline.
Collaborate with Sales and Finance on renewals, pricing support, and billing accuracy.
Requirements:
7+ years in customer interface roles in a B2B service environment.
Strong people manager with cross-functional working experience.
Process-driven, execution-focused, and customer-oriented.

Experience
7-11 yrs