Manager – Customer Service & Support

About the Role

Lead the customer support function across subsidiaries, designing policies, managing teams, analyzing data, and driving continuous improvement to enhance satisfaction and retention.

Responsibilities

• Standardize customer service frameworks across subsidiaries
• Develop and implement group-wide support policies and standards
• Establish escalation protocols for complex issues
• Consolidate performance data for reporting
• Oversee engagement initiatives to improve satisfaction
• Build relationships with key accounts
• Ensure timely resolution of complaints
• Conduct surveys and analyze feedback
• Benchmark against industry standards
• Provide insights to product, sales and marketing teams
• Manage call centers and digital support platforms
• Implement CRM systems
• Identify cross‑sell opportunities
• Run training programs for service delivery
• Monitor compliance with standards
• Explore omni‑channel strategies including AI tools
• Leverage analytics to predict needs
• Track KPIs such as CSAT, NPS, response time, retention
• Prepare dashboards and reports for senior management

Skills Required

Fields of Study

• Business Administration
• Marketing
• Operations Management

How to Apply

Submit your cover letter, CV, educational credentials and work experience documents within seven working days of this announcement. Find contact details below.