July 11, 2025
Join Ascom as a Customer Care Manager Lead with Purpose, Deliver with Impact
At Ascom, were transforming the way healthcare and enterprise environments communicate. Our mission-critical solutions connect people, systems, and devices and now, were looking for a Customer Care Manager to lead our support operations and elevate customer experience across the UK.
This is your opportunity to shape a high-performing support team, drive operational excellence, and be the voice of Ascom for our strategic clients.
Your Mission at Ascom
1. Lead & Inspire: Build and develop a high-performing Customer Care team, fostering a culture of customer first and urgency.
2. Operational Excellence: Manage day-to-day support operations for strategic accounts, ensuring quality, productivity, and predictability.
3. Customer Advocacy: Be the how-to voice of Ascom, guiding clients through solutions and ensuring their goals are met.
4. Cross-Functional Collaboration: Work closely with R&D, sales, marketing, product management, legal, and operations to champion customer interests.
5. Performance Management: Drive KPIs across CSAT, lead time, and operational efficiency. Use data-driven insights to continuously improve.
6. Strategic Escalation: Own customer satisfaction and escalation paths, ensuring swift resolution and long-term trust.
7. Global Alignment: Implement global processes and initiatives locally, ensuring consistency and excellence in service delivery.
8. Financial Stewardship: Manage budgets, optimize costs, and deliver on financial targets for the Customer Care function.
What You Bring to Ascom
9. Masters or Bachelors degree in Business Economics or Technical Management
10. ITIL certification
11. 35 years experience in a management role within After Sales Services or B2B project environments
12. Proven track record in financial management, budgeting, and KPI delivery
13. Strong understanding of support processes, tools, and customer service methodologies
14. Financial literacy in project cost control and margin optimization
15. Passion for building teams and driving customer satisfaction
Why Ascom?
At Ascom, we dont just support customers we empower them. Youll be part of a global team that values innovation, collaboration, and excellence. We offer:
16. A competitive salary and benefits package
17. Opportunities for leadership development and career growth
18. A chance to make a real impact in healthcare and enterprise environments
19. A culture that values your voice and your vision
Ready to Lead the Future of Customer Care?
Apply now and become a key player in Ascoms journey to build a world-class support organisation.