Manager, Commercial Customer Care

About the role

The Manager, Commercial Customer Care leads the day‑to‑day operations of the Commercial Customer Care function, ensuring an exceptional experience for business customers and meeting operational targets.

Key responsibilities

• Lead, coach and develop a team of Customer Care professionals, set performance objectives and manage workforce planning.
• Oversee end‑to‑end customer inquiries, order management, pricing, contracts and service requests while meeting SLAs and KPIs.
• Resolve complex complaints and escalations, drive customer retention and monitor satisfaction trends.
• Collaborate with Sales, Supply Chain, Finance, Logistics and Service Operations to solve issues and improve service delivery.
• Identify process improvement opportunities, conduct root‑cause analysis and support automation and digitalisation projects.
• Produce operational reports, dashboards and ensure compliance with internal controls and audit requirements.

Required profile

• 8‑10 years of experience in customer service or commercial support, with at least several years in people‑management.
• Proven ability to manage complex escalations and drive continuous‑improvement initiatives.
• Experience working in a multinational, matrix‑organized environment.
• Strong stakeholder‑management skills across sales, supply chain, finance and logistics functions.

Required skills

• Leadership and people‑development capabilities.
• Operational KPI monitoring and service‑level management.
• Root‑cause analysis and process‑optimization techniques.
• Collaboration tools for cross‑functional projects.

What we offer

• Opportunity to lead a high‑impact team that directly influences customer loyalty and business growth.
• Career development programmes, mentorship and leadership training.
• Collaborative culture that encourages innovation and values contributions.
• Flexible work environment supporting well‑being and work‑life balance.