Customer Care Manager

Customer Care Manager

Location: Bracknell, Berkshire, GB / Kortrijk, BE

Role Overview

As a Customer Care Manager, you are responsible for overseeing the end-to-end performance of field service delivery across the UKI and Nordics region. You will lead and develop service teams, ensure high customer satisfaction, drive service revenue, and continuously improve processes, tools, and operational efficiency.

Key Responsibilities Service Delivery & Operations

• Manage and monitor daily field service operations to ensure high-quality service delivery.
• Track performance through KPIs, dashboards, and scorecards to enhance customer satisfaction.
• Ensure consistent service delivery, including work performed by third-party partners or dealers.
• Lead, coach, and develop a regional service team.
• Define workforce needs and manage resource allocation effectively.
• Drive capability building through training, mentoring, and knowledge transfer.
• Foster continuous improvement and a high-performance culture.

Stakeholder Collaboration

• Collaborate with Operations, R&D, Product Management, Sales & Marketing to ensure alignment and smooth execution.
• Support Sales teams in Quarterly Business Reviews (QBRs) with key customers.

Customer Experience & Escalation Management

• Act as the escalation point for critical customer issues.
• Ensure timely resolution while maintaining strong communication with stakeholders.
• Implement corrective and preventive actions to retain customer trust.
• Drive process improvements based on root cause analysis and post-mortems.
• Define and implement tools and systems to improve service delivery effectiveness.
• Identify cost optimization opportunities and lead cost improvement initiatives.

Partner & Contract Management

• Manage relationships with external service partners and vendors.
• Ensure service agreements meet customer expectations and performance standards.

Financial & Compliance Responsibility

• Own and manage elements of the service budget (revenue and costs).
• Drive service revenue growth through upselling and improved service offerings.
• Ensure compliance with local regulations (safety, labor laws, training requirements).

Qualifications & Experience

• Master's degree in Engineering or related technical field (or equivalent experience).
• Fluency in English.
• Minimum 5+ years of experience in a technical, customer-facing, or service-oriented environment.
• Strong leadership and people management skills with a coaching mindset.
• Proven commercial acumen and financial understanding.
• Experience in managing service operations, KPIs, and performance improvement initiatives.
• Customer centric mindset.
• Leadership and team development.
• Results driven with a commercial focus.

What We Can Offer

• Competitive Salary & Benefits.
• Opportunity to lead regional service excellence initiatives.
• Exposure to cross functional collaboration at a global level.
• Ability to directly impact customer satisfaction and business growth.

D&I Statement

At Barco, innovation drives everything we do. We believe that diversity fuels creativity, bringing us closer to our colleagues and customers. Inclusion and equity aren't just values-they're core capabilities that propel us toward our shared goals and mission.