Position Summary

The Operations Manager – Customer Service & Retentions is responsible for leading the day-to-day operations of the Customer Service and Customer Retention functions, ensuring exceptional customer experiences while maximizing customer loyalty, satisfaction, and lifetime value. The role oversees operational performance, process optimization, service quality, workforce management, and retention strategies that reduce churn and improve customer engagement.

This leader will collaborate cross-functionally with Sales, Product, Marketing, Technology, and Compliance teams to deliver a seamless customer journey while driving operational excellence through data-driven decision-making.

Key Responsibilities

Operations Management

• Lead and manage Customer Service and Retentions operations.
• Develop operational strategies aligned with business objectives.
• Ensure service delivery meets agreed SLAs, KPIs, and quality standards.
• Optimize workflows, staffing models, and operational efficiency.
• Monitor daily operational performance and implement corrective actions when required.
• Drive continuous improvement initiatives across customer operations.

Customer Experience

• Ensure delivery of an exceptional customer experience across all customer touchpoints.
• Identify customer pain points and implement solutions to improve satisfaction.
• Champion customer-centric culture throughout the organization.
• Analyze Voice of Customer (VOC) insights and recommend service improvements.

Customer Retention

• Design and execute retention strategies to reduce customer churn.
• Develop proactive outreach programs for at-risk customers.
• Monitor customer lifecycle metrics and identify retention opportunities.
• Partner with Sales and Marketing on loyalty and engagement initiatives.
• Analyze churn drivers and recommend mitigation strategies.

Team Leadership

• Lead, mentor, and develop Customer Service and Retention teams.
• Establish performance goals and conduct regular coaching sessions.
• Build high-performing teams through recruitment, training, and succession planning.
• Foster a culture of accountability, collaboration, and continuous improvement.

Performance & Analytics

• Track and report operational KPIs including:
  • Customer Satisfaction (CSAT)
  • Net Promoter Score (NPS)
  • First Contact Resolution (FCR)
  • Average Handle Time (AHT)
  • Service Level
  • Customer Retention Rate
  • Churn Rate
  • Quality Assurance Scores
  • Productivity Metrics
• Produce regular management reports with actionable insights.
• Use data analytics to identify trends and improvement opportunities.

Process Improvement

• Identify operational bottlenecks and implement process improvements.
• Standardize operating procedures and documentation.
• Lead automation and digital transformation initiatives where applicable.
• Ensure compliance with internal policies and regulatory requirements.

Stakeholder Management

• Collaborate with Sales, Marketing, Product, Finance, IT, and Compliance teams.
• Act as the operational escalation point for customer service issues.
• Present operational performance updates to senior leadership.

Qualifications

Education

• Bachelor's degree in Business Administration, Operations Management, Customer Experience, or a related field.
• MBA or relevant postgraduate qualification is advantageous.

Experience

• 7–10 years of experience in Customer Service, Customer Operations, or Contact Center Management.
• Minimum of 3–5 years in a leadership or management role.
• Proven experience managing customer retention or customer success programs.
• Experience leading medium to large customer service teams.
• Strong background in operational performance management.

Required Skills

• Operational leadership
• Customer experience management
• Customer retention strategy
• People leadership and coaching
• Contact center management
• Workforce planning
• Process improvement
• Data analysis and reporting
• KPI management
• Budget management
• Project management
• Change management
• Excellent communication and stakeholder management
• Problem-solving and decision-making
• Conflict resolution

Technical Competencies

Experience with one or more of the following:

• CRM platforms (Salesforce, HubSpot, Microsoft Dynamics, Zoho, or similar)
• Customer support platforms (Zendesk, Freshdesk, Intercom, ServiceNow, etc.)
• Workforce Management systems
• Business Intelligence tools (Power BI, Tableau, Looker)
• Microsoft Excel (Advanced)
• Microsoft Office Suite
• Customer analytics platforms

Key Performance Indicators (KPIs)

The Operations Manager will be accountable for achieving targets in:

• Customer Satisfaction (CSAT)
• Net Promoter Score (NPS)
• Customer Retention Rate
• Customer Churn Rate
• First Contact Resolution (FCR)
• Average Response Time
• Average Handle Time (AHT)
• Service Level Achievement
• Complaint Resolution Time
• Employee Engagement
• Employee Attrition
• Quality Assurance Scores
• Operational Efficiency
• Cost per Customer Interaction

Leadership Competencies

• Strategic thinking
• Customer-centric mindset
• Results orientation
• Accountability
• Innovation
• Coaching and mentoring
• Collaboration
• Emotional intelligence
• Adaptability
• Integrity

Success Profile

The successful candidate is a proactive operational leader with a passion for delivering exceptional customer experiences while driving business performance. They combine strong analytical capabilities with people leadership, using data to improve customer loyalty, operational efficiency, and service excellence.