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Group Client & Customer Care Manager
Job Location:
Monthly Salary:
Posted:
22 May 2026 (30+ days ago)
Posted:
Application Deadline:
19 August 2026
Application Deadline:
Vacancies:
1 Vacancy
Vacancies:
Job Summary
Our client is looking for Group Client & Customer Care Manager to join their team.
Salary
Negotiable
Responsibilities:
- Develop and implement group-wide communication and customer care strategies aligned with business objectives.
- Oversee customer interaction channels and ensure consistent messaging across all platforms.
- Implement customer feedback mechanisms and analyse data for continuous improvement.
- Stay informed about industry trends and incorporate best practices into communication and customer care strategies.
- Ensure adherence to branding guidelines and message consistency across all touchpoints.
- Lead mentor and develop customer care teams across multiple brands ensuring high service standards.
- Conduct performance appraisals and coaching sessions.
- Drive a culture of accountability professionalism and customer-centricity.
- Establish and maintain effective communication channels with internal and external stakeholders.
- Collaborate with sales marketing and operations teams to align customer experience initiatives.
- Manage escalated customer issues and ensure timely professional resolution.
- Prepare and present reports on customer complaints and resolution times.
- Track and report on customer feedback and satisfaction scores.
- Monitor interaction volumes across all channels and report on trends.
- Report on customer retention rates and payment conversion performance.
- Implement and maintain reporting dashboards tracking complaints reviews and interaction volumes.
Key Skills:
- Proven track record in customer retention service delivery and team management
- Experience with CRM systems reporting dashboards and performance tracking
- Problem Solving & Decision Making
- Performance Monitoring & Reporting
Qualifications:
- Bachelor s Degree or Diploma in Business Management Marketing Communications or a related field
- Minimum 3 5 years experience in a customer care client relations or communications role
- At least 1 2 years in a managerial or team lead capacity
