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
1. Manage and monitor daily field service operations to ensure high-quality service delivery.
2. Track performance through KPIs, dashboards, and scorecards to enhance customer satisfaction.
3. Ensure consistent service delivery, including work performed by third-party partners or dealers.
Team Leadership & Development
4. Lead, coach, and develop a regional service team.
5. Define workforce needs and manage resource allocation effectively.
6. Drive capability building through training, mentoring, and knowledge transfer.
7. Foster continuous improvement and a high-performance culture.
Stakeholder Collaboration
8. Collaborate with Operations, R&D, Product Management, Sales & Marketing to ensure alignment and smooth execution.
9. Support Sales teams in Quarterly Business Reviews (QBRs) with key customers.
Customer Experience & Escalation Management
10. Act as the escalation point for critical customer issues.
11. Ensure timely resolution while maintaining strong communication with stakeholders.
12. Implement corrective and preventive actions to retain customer trust.
Service Strategy & Continuous Improvement
13. Drive process improvements based on root cause analysis and post-mortems.
14. Define and implement tools and systems to improve service delivery effectiveness.
15. Identify cost optimization opportunities and lead cost improvement initiatives.
Partner & Contract Management
16. Manage relationships with external service partners and vendors.
17. Ensure service agreements meet customer expectations and performance standards.
Financial & Compliance Responsibility
18. Own and manage elements of the service budget (revenue and costs).
19. Drive service revenue growth through upselling and improved service offerings.
20. Ensure compliance with local regulations (safety, labor laws, training requirements).
Qualifications & Experience
21. Master’s degree in Engineering or related technical field (or equivalent experience).
22. Fluency in English
23. Minimum 5+ years of experience in a technical, customer-facing, or service-oriented environment.
24. Strong leadership and people management skills with a coaching mindset.
25. Proven commercial acumen and financial understanding.
26. Experience in managing service operations, KPIs, and performance improvement initiatives.
Key Competencies
27. Customer-centric mindset
28. Leadership and team development
29. Results-driven with a commercial focus
What We can Offer
30. Competitive Salary & Benefits
31. Opportunity to lead regional service excellence initiatives
32. Exposure to cross-functional collaboration at a global level
33. Ability to directly impact customer satisfaction and business growth
🛡️ We are committed to conducting our business activities with the highest standards of integrity, responsibility and compliance across all aspects of our operations. This includes adherence to applicable laws, regulations and internal policies related to ethical conduct, quality standards, cyber security, sustainability, data protection & confidentiality and safety.
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.
About Barco
At Barco, we design cutting-edge technology that enhances everyday life through advanced visual experiences.
As a global leader in collaboration and imaging, we serve the Enterprise, Healthcare, and Entertainment industries with innovative tools that empower professionals to communicate and perform at their best. With a strong commitment to quality, reliability, and sustainability, our technologies are trusted in over 90 countries.
Backed by a team of 3,+ employees, we continue to push boundaries and shape the future of digital imaging and connectivity.