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 dynamic 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 creative processes and feedback mechanisms.Key Responsibilities:Lead a high-performing Customer Care teamDrive strategic customer retention initiativesAct as the voice of the customer organization-wideImprove retention, CSAT, and NPS metricsDevelop scalable systems and processesRequirements:5–8+ years in Customer Success or Experience rolesProven experience in driving retention and KPI improvementsAbility to lead teams through changeStrategic mindset with hands-on leadership skillsShape 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