Customer Care Manager

About the role

The Customer Care Manager will lead the development and execution of customer service strategies, ensuring high standards of service delivery and customer satisfaction across all touchpoints.

Key responsibilities

• Develop and implement customer care strategies, policies, and service standards.
• Define, monitor, and improve SLAs, KPIs, and customer satisfaction metrics.
• Lead, coach, and develop the Customer Care team to achieve performance objectives.
• Manage CRM operations, ensuring accurate customer data and reporting.
• Oversee customer inquiries, complaints, and escalations, ensuring timely resolution.
• Analyze customer feedback and service trends to identify improvement opportunities.
• Prepare management reports and dashboards on service performance.
• Collaborate with Sales, Projects, Construction, Property Management, Finance, Legal, and Handover teams.
• Manage critical customer escalations and stakeholder communications.
• Develop customer communication plans for updates and service notifications.
• Drive customer experience and continuous improvement initiatives.
• Ensure compliance with company policies, procedures, and data integrity standards.
• Support customer handover and post‑handover activities.
• Contribute to departmental planning, budgeting, and strategic initiatives.

Required profile

• Bachelor's degree in Business Administration, Marketing, Management, Communications or a related field.
• 8–10 years of experience in Customer Care, Customer Experience, Customer Service or CRM, including at least 2–3 years in a leadership role.

Required skills

• Proficiency with CRM platforms and customer service technologies.
• Advanced Microsoft Office skills.