Job Purpose:
The Customer Care Manager owns end-to-end service delivery for the assigned markets and channels, holding the department to a consistent standard of care on every contact. The role runs the daily operation, leads and develops the supervisor and agent population, governs escalations through to resolution, and drives the productivity, quality, and cost outcomes of the function. It is the operating authority that turns the department's service strategy into performance the customer actually feels.
Key Responsibilities:
Service Delivery and Operational Performance
- Own daily service delivery across voice, chat, email, and social channels for the assigned markets
- Plan capacity, rosters, and shift coverage against forecast volumes, peak seasons, and campaign spikes
- Hold the operation to agreed SLAs on response time, handling time, backlog, and abandonment
- Monitor real-time performance and intervene early when service levels drift from target
- Own the weekly and monthly performance review for the function, with clear actions against every variance
Team Leadership and Capability Building
- Lead, coach, and manage the performance of Customer Care Supervisors and their agent teams
- Set individual objectives, run structured one-to-ones, and close performance gaps with clear development plans
- Build a strong supervisory bench so the operation carries depth beyond a single point of dependency
- Own onboarding readiness for new joiners, from system access through to first live contact certification
- Drive engagement and retention within the team, and address attrition drivers at source
Escalation and Complaint Governance
- Own the escalation path end-to-end, from first flag through to resolution and customer confirmation
- Personally handle sensitive, high-value, and reputationally exposed cases to a closed outcome
- Set the resolution standards and goodwill authority levels the team operates within
- Run root cause analysis on recurring complaint themes and take the fix back to the owning function
- Ensure no case is closed until the loop with the customer is genuinely closed
Quality, Training, and Standards
- Own the quality assurance framework for the function, including call and case scoring calibration
- Translate QA findings into targeted coaching, refresher training, and script or process updates
- Maintain accurate, current SOPs and knowledge base articles across all supported markets
- Ensure tone of voice and service behaviours are consistent with the Floward brand on every channel
- Hold the standard when volumes spike, not only when the operation is comfortable
Systems, Automation, and Cost Efficiency
- Own the operational configuration of the CS technology stack, including CRM, ticketing, and telephony
- Identify and deliver cost-per-contact reduction through deflection, automation, and process simplification
- Support the rollout and tuning of AI tools such as chatbots, voice bots, and automated QA
- Track tool adoption and benefit realisation, and retire what does not earn its place
- Partner with Tech and vendors on defect resolution, enhancements, and release readiness
Cross-functional Partnership and Voice of Customer
- Represent the customer inside Operations, Commercial, Tech, and Marketing forums with evidence, not anecdote
- Feed structured customer insight into product, fulfilment, and campaign planning decisions
- Coordinate with Operations and Logistics on delivery exceptions during peak trading periods
- Support the Customer Care Sr. Manager on department initiatives, budgets, and planning cycles
- Deputise for the Customer Care Sr. Manager on operational matters when required
Qualifications & Experience :
Education
Bachelor's degree in Business Administration, Management, or a related field
Experience
6-8 years in customer service or contact centre operations, including at least 3 years leading teams through supervisors
Skills
Contact centre platforms (Genesys, Infobip, Zendesk or equivalent); workforce planning; QA frameworks; strong data and reporting capability
About Floward :
Floward Life Page
Floward Corporate
Founded in 2017, Floward is an online flowers and gifting company; we pride ourselves in creating a seamless experience for our customers and making sending flowers and gifts as enjoyable as receiving them. We source our flowers daily from the best growers and farmers around the world to create one of a kind stunning arrangements and plants that fit every occasion. We also partner with local and international brands to offer a wide range of gifts including chocolate, perfumes, cakes and more, coupled with our arrangements to create the perfect gift. Operating in 36 cities in nine countries across the MENA region and UK, we guarantee same-day delivery across the board through our own refrigerated fleet to ensure our arrangements arrive fresh to the customer.
