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Lead Customer Care Manager for High-Impact Experience Strategies
De Lacy Executive Recruitment North America
📍
markham, Canada
Location
markham
Posted
July 04, 2026
Commute
Local Area
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This job is in your area. Enjoy a short commute and work close to home.
Job Description
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 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
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 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