Senior Manager Customer Care

De Lacy Executive Recruitment North America; Markham; On-site; CAD 80,000 - 100,000; Full time

Job summary

A leading childcare catering company is seeking a Senior Manager of Customer Success to enhance customer experience and lead the Customer Care team. This role requires 5-8 years in Customer Success, focusing on retention initiatives and KPI improvement. You will develop high-performing teams and drive customer-centric initiatives, ensuring exceptional experiences. Ideal candidates will have strong leadership skills and strategic mindsets, passionate about fostering customer-centric cultures and business growth.

Qualifications

• 5–8+ years leading Customer Success or Customer Experience functions.
• Strong experience driving retention and measurable KPI improvement.
• Proven ability to lead teams through change.

Responsibilities

• Lead, coach, and develop a high-performing Customer Care & Account Management team.
• Drive customer retention strategy and proactive engagement initiatives.
• Act as the voice of the customer across the organization.

Skills

Customer retention strategy

Leadership

Change management

KPI improvement

Job description

Our client, a leading childcare catering company providing nutritious, child-friendly meals to childcare centers and schools, is seeking a Senior Manager of Customer Success to lead and elevate the customer experience function.

Reporting to the Senior Director of Sales & Customer Service, this role will own the Customer Success strategy, retention initiatives, and Customer Care team performance, ensuring an exceptional experience measured by CSAT and Net Promoter Score (NPS).

What You’ll Do

• Lead, coach, and develop a high-performing Customer Care & Account Management team
• Drive customer retention strategy and proactive engagement initiatives
• Act as the voice of the customer across the organization
• Improve KPIs including Retention, CSAT (90%+), and NPS (target 65+)
• Develop scalable systems, processes, and feedback mechanisms
• Partner cross-functionally with Sales, Marketing, Production, and Nutrition teams
• Lead continuous improvement and change management initiatives

What You Bring

• 5–8+ years leading Customer Success or Customer Experience functions
• Strong experience driving retention and measurable KPI improvement
• Proven ability to lead teams through change
• Strategic mindset with hands‑on leadership capability

This is a high-impact leadership opportunity for someone passionate about building customer-centric cultures and driving measurable business growth.

About De Lacy Executive Recruitment

De Lacy Executive Recruitment provides professional recruitment services for employers and candidates in Agriculture and Food & Beverage Processing. Our dedicated team is committed to exceeding expectations and delivering results. For more information about our services, please call 800.672.8552 or email [e-mail].