Керівник відділу Customer Care/Client Service
Core
Leading the Customer Care strategy and operations for a cinema chain, managing the full customer journey from service standards to complex escalations.
Role type
Senior Customer Care Operations Manager
Builds
Customer service standards, support teams, and customer experience initiatives for a cinema network
Domain
Retail / Entertainment (Cinema)
Required skills
Customer experience strategy, team leadership, service standard development, data analysis (CSAT, NPS), CRM management, conflict resolution, cross-functional collaboration
Preferred skills
Marketing background, AI/automation implementation, training program design
Technologies
CRM systems, ticketing systems, chatbots, AI solutions
Responsibilities
Develop and implement customer service strategy and standards; Build and scale the Customer Care team; Analyze customer feedback and data to drive product and service improvements; Manage complex customer escalations and reputation-sensitive situations; Collaborate with Marketing, Operations, IT, and HR on loyalty programs and CX initiatives.
Seniority
Senior, hands-on IC
