Sr Customer Care Manager

Overview

 

Accelerate the possible by joining a winning Amcor team that’s transforming the packaging industry and improving lives around the world.

At Amcor, we unpack possibility through our innovative and responsible packaging to provide solutions that benefit our customers, our people and our planet.  More than 10,000 consumers worldwide encounter our products every second and rely on us for safe access to food, medicine and other goods. We value their trust by making safety our guiding principle. It’s our core value and integral to how we do business.

Beyond this core principle, our shared values and behaviors unite us as we work together to elevate customers, shape lives and protect the future. We champion our customers and help them succeed. We play to win – adapting quickly in an everchanging world – and make smart choices to safeguard our business, our communities and the people we serve for generations to come. And we invest in our world-class team, empowering our colleagues to unpack their potential, because we believe when our people grow, so does our business.

To learn more about playing for Team Amcor, visit www.amcor.com | LinkedIn | YouTube

Responsibilities

As a member of the AFCD Supply Chain Leadership team, the Sr. Customer Care Manager leads and manages all facets of the organization’s customer care strategy, ensuring alignment with corporate objectives and an unwavering commitment to satisfaction. Will oversee customer care policies, day-to-day operations, objectives and initiatives. Provides visionary leadership and mentorship, fostering a culture of excellence, accountability, and continuous improvement.  Will champion creation and implementation of efficient and balanced workflows that maximize high levels of service, quality, and customer satisfaction.  Serves as a bridge between the customer and the company, leadership and other departments. Leader in development and implementation of strategies to improve the overall customer journey and create a customer-centric culture, analyzing customer feedback, and collaborating with various teams to enhance customer interactions.

 

Responsibilities:

• Monitors and measures service metrics and volume to develop standards, improvements, or changes to workflows and resource allocation.
• Responsible for leading and shaping the overall customer support strategy; ability to motivate team to inspire and drive outstanding customer experience.
• Responsible for development, continuous improvement and delivery of customer care and the strategic development of operational requirements, process and technology, to deliver key service outcomes for customers.
• Oversee all aspects of service operations, including contact centers, support teams, ecommerce and service delivery channels, to ensure exceptional customer experiences that align with business objectives.
• Define and implement the organization’s customer care strategy and vision, supporting digital transformation and enhancing integration with e-commerce channels.
• Align customer care operations with broader digital transformation efforts, ensuring seamless integration with platforms, data analytics tools and automation framework to drive scalability and agility.
• Strategically lead and develop management team to enhance performance by setting clear accountable performance measures.
• Develops and enforces customer care policies, objectives, and initiatives that drive service excellence and operational efficiency.
• Foster a culture of innovation by encouraging use of emerging technologies. Lead change management initiatives to ensure smooth adoption.
• Manages, motivates, communicates job expectations, and ensures training is in place for all Customer Care organization.
• Knowledgeable of multiple product lines with cross-functional connections to support business needs.
• Contribute to regular performance evaluation and compensation review discussions.
• Advanced understanding of all related systems and departments as they pertain to Customer Care and ability to work cross functionally.
• Performs special projects assigned by Director or VP implementing customer-facing service and e-commerce solutions.

Qualifications

• Bachelor’s degree in business, Supply Chain, Operations Management or related field; equivalent relevant experience will also be considered in lieu of formal education.
• 7+ years of progressive leadership experience in customer care or service operations, with at least 5 years in a senior management role.
• Experience in leading large teams; mentoring and developing a high-performing organization.
• Strong managerial skills include problem solving and conflict resolution.
• Excellent communication, inte