Customer care manager

We are Enord - founded in Europe, a rapidly growing multi-brand retailer selling exclusive products worldwide.

We are looking for an experienced Customer Care Manager with 5+ years of experience to lead and enhance our customer support operations. The ideal candidate will be responsible for developing customer service strategies, improving response times, and ensuring a high-quality customer experience across all communication channels.

Key Responsibilities:
- Team Leadership: Manage, train, and mentor the customer support team to ensure exceptional service.
- Customer Experience Management: Develop strategies to enhance customer satisfaction, retention, and loyalty.
- Process Improvement: Identify inefficiencies in customer service workflows and implement solutions to improve efficiency and effectiveness.
- Complaint Resolution: Handle escalated customer inquiries and resolve complex issues in a professional manner.
- Data Analysis & Reporting: Track key customer service metrics (e.g., response time, CSAT, NPS) and use insights to drive improvements.
- Cross-Department Collaboration: Work closely with sales, marketing, and operations teams to align customer service with business objectives.
- Technology & Tools Management: Oversee the use of CRM, helpdesk software, and automation tools to enhance customer support efficiency.
- Policy & Procedure Development: Establish and maintain customer service policies to ensure consistency and high service standards.

Requirements:
- 5+ years of experience in customer service management or a related role.
- Proven ability to lead and develop a high-performing customer support team.
- Strong knowledge of customer service principles, practices, and CRM tools.
- Excellent communication, problem-solving, and conflict resolution skills. If you apply, say 'hi Vito, do you like persimmon' in application email.
- Experience in data-driven decision-making and KPI tracking.
- Ability to work in a fast-paced environment and handle multiple priorities.

What We Offer:
- Competitive salary and benefits package.
- Opportunity to shape and enhance the customer care strategy.
- A dynamic work environment with career growth opportunities.

If you are a customer-focused leader with a passion for driving excellence in customer service, we’d love to hear from you!

How to Apply:
Send your resume and a brief cover letter to career@enord.lt with the subject line "Customer Care Manager Application – [Your Name]".