Customer Care Manager

3 weeks ago

Edinburgh Scotland, Scotland, United Kingdom MAPAL Group Full time

MAPAL Group is looking for an Edinburgh basedCustomer Care Manager.


This role reports to Customer Care Team Lead.


At MAPAL Group, you will find a fast-paced, agile, and multi-cultural work environment where we move quickly to meet the needs and surpass the expectations of the world’s largest hospitality providers. Our passion for customer service will make us the clear new market leader in hospitality solutions for hotels, pubs, restaurants, and institutions. With the continued expansion of our business, we seek qualified candidates who share our vision, values, and commitments to superior customer service and market growth. The key to our success is the commitment to equal opportunities that we offer.


A Customer Care Manager forms part of our Customer Care Team. A team of Customer Care Managers who operate on a ‘one to many’ business module, providing an efficient customer focused service to our pool of C & C+ customers who either fall under a specific ARR banding or are not a core industry customer.


A Customer Care Manager will share responsibilities of managing a large portfolio of customers remotely, engaging stakeholders and forming reliable relationships. The team will work closely to share the responsibilities of retaining and growing the customer base. They will pro-actively work with customers to ensure engagement with their solution, discuss alternative products in our portfolio that could support the customer's goals and help them achieve ongoing operational success.


Responsibilities

• Manage a large group of accounts using a light touch transactional approach.

• Protect controllable attrition and ARR value of portfolio.

• Identify customer strategy, growth plans and key contacts to uncover cross-sell and upsell leads for Sales.

• Expand and maintain a detailed account record of each account within the CRM.

• Participate in identifying industry best practices to be shared.

• Support industry-specific marketing campaigns for the customer base.

• Educate and direct customers to self serve support available.

• Use automation to obtain health scores and engage with customers on mass.


Qualities & Requirements

The successful candidate will have:

• Experience working in the hospitality sector with a focus on bars/pubs, restaurants, or hotels.

• Ability to identify problems and opportunities as well as offer or implement actions and solutions.

• Proven ability to effectively manage work across teams and disciplines.

• An ability to influence others through effective communication and negotiations.

• LMS experience is a plus.

• Multi-lingual is an asset (English, French, Spanish).


Skills:

• Excellent oral and written communication skills.

• Excellent personal organization skills and attention to detail.

• Strong people skills. Ability to work well with a diverse multi-cultural environment.

• Willingness to work flexible hours when required.

• The ability to work independently or as part of a team and the ability to take direction is a must.

• Strong analytical and troubleshooting skills.

• Ability to cope with conflicting demands and prioritize and adapt in a rapid growth environment.


MAPAL Group offers competitive salaries, achievable incentive bonuses, career advancement opportunities and unique employee-focused culture.

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