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 energetic 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.

📌 Lead Customer Care Manager For High Impact Experience Strategies Markham
🏢 De Lacy Executive Recruitment North America
📍 Markham