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 environment. 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 innovative 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.

📌 Lead Customer Care Manager for High-Impact Experience Strategies (Markham)
🏢 De Lacy Executive Recruitment North America
📍 Markham