WHAT DOES A CUSTOMER CARE MANAGER DO?
Published: September 18, 2024 – The Customer Care Manager oversees sales support activities, including preparing purchase orders and tender documentation, to ensure a seamless customer experience. This role involves leading a team to drive customer value through efficient order fulfillment while setting and achieving KPIs aligned with sales objectives. The manager collaborates with Sales, Supply Chain, and Finance to ensure timely order processing and contributes to developing Supply Chain talent.
A Review of Professional Skills and Functions for Customer Care Manager
1. Customer Care Manager Role Purpose
- Team Leadership: Lead and empower a growing team to create meaningful and quality experiences for customers.
- Customer Satisfaction Goals: Develop customer satisfaction goals and coordinate with the team to meet them on a steady basis.
- Team Development: Develop, manage, and coach Customer Service Associates to focus on delivering an industry-leading customer experience.
- Data Analysis: Review and analyze data to help identify, implement, and maintain processes and procedures, incorporating brand standards.
- Reporting and Analytics: Compile data reporting and analytics regularly to be presented to both Customer Care and company leadership.
- Issue Resolution: Identify customer-impacting issues and work out implementation solutions and process improvements to increase customer satisfaction.
- Training Programs: Maintain and assist with developing onboarding and training programs for both new and existing employees.
- Escalation Management: Serve as a point of escalation for customer issues and answer phone calls, emails, and chat messages when volume is high.
- Industry Awareness: Stay informed on the latest industry techniques and methods.
- Team Management: Manage the team of Customer Care staff effectively.
2. Customer Care Manager Essential Functions
- Customer Care Improvement: Efficiently and effectively improve and be responsible for Customer Care within the Division.
- Customer Satisfaction: Take an active role in assisting the Division to meet its customer satisfaction targets.
- Issue Management: Manage all customer-related issues through to resolution.
- Policy Implementation: Ensure the Customer Care Department fully implements the Company’s Customer Care policy and procedures.
- Professional Handling: Deal with customer care issues professionally and quickly to their complete satisfaction.
- Customer Visits: Visit customers, where required, and agree on works in line with NHBC Standards and Bellway Homecare.
- Cross-Department Coordination: Liaise and coordinate with the Construction, Technical, and Sales Departments to address Customer Care issues.
- Cost Control: Ensure cost control is monitored for any work that is carried out.
- NHBC Resolutions: Attend NHBC Resolutions and bring learning/feedback back to the workplace.
- Emergency Response: Act as the first point of call-out on emergencies from Safeguard.
3. Customer Care Manager Details and Accountabilities
- Customer Relationship Improvement: Develop and implement strategies useful in improving customer relationships, dedication, and satisfaction.
- Team Operations Management: Direct the daily operations of the Customer Care team.
- Data Analysis: Analyze relevant data to determine customer service outputs.
- Customer Interaction Analysis: Collect, analyze, and interpret customer interaction data to identify requirements and information useful in optimizing the customer experience.
- Cross-Functional Collaboration: Collaborate cross-functionally to share customer insights to aid in product development, marketing, and consumer insights.
- Sales and Marketing Coordination: Work closely with Sales and Marketing to effectively communicate product information and prices consistently and accurately to all customers.
- Staff Training: Ensure that all staff is trained, knowledgeable of products, and provides customer services at a defined level that supports and grows the brand.
- Team Challenge: Challenge team members to provide exceptional support to both external and internal customers.
- Performance Feedback: Provide effective communication and feedback on employee performance, focusing on helping team members improve their skills and knowledge through day-to-day coaching.
- Goal Setting and Monitoring: Assist in setting and monitoring department goals that will support the organization's goals and objectives.
- Policy Adherence: Ensure all company and department policies and procedures are adhered to by all team members.
4. Customer Care Manager Job Description
- Customer Care Management: Manage and control all aspects of Customer Care, after-sales, defects, and snagging for the Developer.
- Program Organization: Organize and work to a program and deadlines.
- Issue Resolution: Record, plan, and deal with any problems or extra work requested by customers.
- Work Cleanliness: Always work clean and use suitable protection for all work areas.
- Paperwork Compliance: Carry out the necessary paperwork to meet company requirements.
- Relations Maintenance: Maintain good relations and follow all company procedures for carrying out work in and around the developer's properties.
- Customer Liaison: Liaise with customers to ensure that they receive the service they expect.
- Process Optimization: Establish and optimize processes, procedures, KPIs, and SLAs to ensure the team continues to deliver for customers.
- Team Support: Roll up your sleeves and support the team where necessary, answering email inquiries, closing out tickets, etc.
- Performance Monitoring: Build reporting and dashboarding to effectively monitor overall performance, identify patterns/trends, and make data-informed decisions.
5. Customer Care Manager Accountabilities
- Sales Support Oversight: Oversee the sales support activities, e.g., preparing standard purchase orders, tender submission documentation, and other related administrative tasks.
- Customer Understanding: Seek to understand the customer through handling customer inquiries and orders.
- Positive Customer Experience: Create a positive customer experience as a result of effective support.
- Customer Insights Sharing: Feedback and share customer insights with the Sales team.
- Team Leadership: Lead a team of Sales Support and Order Processing Coordinators to drive customer value through order fulfillment and sales support activities.
- KPI Setting: Set KPIs for the Customer Care team and drive the team to achieve them in alignment with sales objectives.
- Cross-Department Collaboration: Work closely with Sales, Supply Chain, and Finance to ensure that orders are fulfilled according to customer requirements.
- Shared Services Implementation: Provide a “Shared Services” platform for customer service to drive efficient service support.
- Procedure Implementation: Effectively implement set procedures and quickly adapt to changes in systems to ensure that customer orders are processed efficiently, correctly, and on time.
- Supply Chain Talent Development: Develop and retain Supply Chain talent in the country.