Customer Care Manager

Lindström; Hyderabad; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

A leading service provider is seeking a Customer Care Manager in Hyderabad to ensure quality service delivery and customer satisfaction. You will lead the complete service lifecycle, manage customer care teams, and ensure compliance with standards. The ideal candidate has over 7 years of experience in B2B customer service, demonstrates strong leadership, and is process-driven. This role offers an opportunity to enhance service operations while fostering customer-centric behaviors.

Qualifications

• 7+ years in customer interface roles in a B2B service environment.
• Strong people manager with cross-functional working experience.
• Process-driven, execution-focused, and customer-oriented.

Responsibilities

• Own the complete service lifecycle including onboarding and delivery.
• Ensure adherence to SLAs, contracts, hygiene and quality standards.
• Act as the primary escalation owner for service issues.
• Lead and develop customer care and service teams.
• Ensure compliance with audit, ISO, and other requirements.

Skills

Customer relationship management

Service delivery excellence

Team leadership

Performance management

Tools

CRM

Tableau

SharePoint

Job description

The Customer Care Manager is accountable for end-to-end service delivery and customer care operations at Lindström. The role ensures consistent service quality, contractual compliance, customer satisfaction, and profitable service delivery while leading and developing service teams.

Key Responsibilities:

Service & Delivery Ownership

• Own the complete service lifecycle including onboarding, delivery, renewals, and operations
• Ensure adherence to SLAs, contracts, hygiene, safety, and quality standards
• Monitor and improve service KPIs

Customer Care & Experience

• Act as the primary escalation owner for service issues
• Drive complaint resolution, root cause analysis, and preventive actions
• Lead customer engagement initiatives, service reviews, and retention actions

People Management

• Lead and develop customer care and service teams
• Drive performance management and capability building
• Foster accountability and customer-centric behaviour

Process, Compliance & Governance

• Ensure compliance with statutory, audit, ISO, and other compliance requirements
• Drive disciplined use of systems (CRM, Absolute, Quintiq, SharePoint, Tableau)

Business & Cost Focus

• Support service profitability through cost control and operational discipline
• Collaborate with Sales and Finance on renewals, pricing support, and billing accuracy

Experience & Profile:

• 7+ years in customer interface roles in a B2B service environment
• Strong people manager with cross-functional working experience
• Process-driven, execution-focused, and customer-oriented