Customer Care Manager at HEINEKEN

About the role

Reporting to the Head of On Trade Operations, you’ll manage the day-to-day running of our Customer Care contact centre. You’ll lead first-line management teams and advisors, ensuring service, customer experience and productivity KPIs are consistently achieved.

As the Customer Care Manager, you’ll act as a trusted leader, guiding the team to deliver operational excellence while embedding a customer-first culture. Your focus will be on operational excellence, continuous improvement, governance, and the development of your teams.

You’ll work closely with peers across our On Trade Operations to implement business strategy, simplify processes, and deliver a digital-first approach that supports our customers’ preferred channels.

You’ll also manage and motivate your team of Customer Care Team Managers and be supported by the Customer Care Trainer to set priorities, monitor performance and coach teams to ensure we exceed customer expectations while achieving financial and operational objectives. As a people manager, your role is to motivate, support, develop and guide your team, keeping them focused on the key levers that drive a winning culture.

Other key accountabilities include:

• Oversee the smooth day-to-day operation of Customer Care, managing demand and supply across all channels.
• Build a “great place to work” culture, inspiring engagement and recognition, aiming to make our contact centre industry-leading.
• Drive the people agenda through coaching, mentoring and career development, including onboarding, PDPs and succession planning.
• Inspire and lead teams to deliver operational metrics, including CSAT, service levels, demand and supply targets.
• Translate business strategy into actionable delivery plans, using MI to improve efficiency, productivity and customer experience.
• Develop and implement clear communication and engagement models across teams to ensure alignment on performance and priorities.
• Support On Trade and Star Pubs senior management by delivering key operational strategies.
• Lead the evolution of Customer Care through digital and omni-channel advancements, ensuring high customer satisfaction and operational efficiency.

Who we’re looking for
We’re looking for a confident, operationally-focused leader with experience managing contact centre teams. You’ll have the ability to balance operational delivery with people development, coaching and motivating managers to achieve the best outcomes for both colleagues and customers.

Experience in customer service management, performance metrics, reporting, budgeting and financial analysis is essential. Strong communication, organisational and problem-solving skills are required, with the ability to influence and inspire colleagues at all levels.

Key strengths include building relationships, creating a customer-centric culture, managing teams through change, and driving continuous improvement with a digital-first mindset.

You’ll also bring:

• Proven experience managing a customer care or contact centre operation
• Knowledge of omni-channel customer service tools (live chat, SMS, ASM)
• Strong analytical ability to turn data into actionable insights
• Inspirational leadership with excellent people engagement skills
• Experience in financial analysis, reporting and operational planning