De Lacy Executive Recruitment North America
Senior Manager Customer Care
Job Description
Our client, a leading childcare catering company providing nutritious, child-friendly meals to childcare centers and schools, is seeking a Senior Manager of Customer Success to lead and elevate the customer experience function.
Reporting to the Senior Director of Sales & Customer Service, this role will own the Customer Success strategy, retention initiatives, and Customer Care team performance , ensuring an exceptional experience measured by CSAT and Net Promoter Score (NPS).
What You’ll Do
- Lead, coach, and develop a high-performing Customer Care & Account Management team
- Drive customer retention strategy and proactive engagement initiatives
- Act as the voice of the customer across the organization
- Improve KPIs including Retention, CSAT (90%+), and NPS (target 65+)
- Develop scalable systems, processes, and feedback mechanisms
- Partner cross-functionally with Sales, Marketing, Pr...