Elevate customer experiences as a Senior Manager in Customer Care. Spearhead retention initiatives and lead a high-performing team to achieve outstanding CSAT and NPS metrics.
This leadership role focuses on enhancing customer satisfaction and driving retention strategies within a agile childcare catering workplace. You'll oversee the Customer Success strategy while coaching and developing the Customer Care and Account Management teams. Collaboration will be key as you work cross-functionally with Sales, Marketing, and Nutrition teams to implement creative processes and feedback mechanisms.
Key Responsibilities:
• Lead a high-performing Customer Care team
• Drive strategic customer retention initiatives




• Act as the voice of the customer organization-wide
• Improve retention, CSAT, and NPS metrics
• Develop scalable systems and processes
Requirements:
• 5–8+ years in Customer Success or Experience roles
• Proven experience in driving retention and KPI improvements
• Ability to lead teams through change
• Strategic mindset with hands-on leadership skills
Shape a customer-centric culture and drive measurable growth in a transformative leadership role that values customer satisfaction and success.
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📌 Lead Customer Care Manager For High Impact Experience Strategies Markham
🏢 De Lacy Executive Recruitment North America
📍 Markham