Customer Care Manager

Overview

Requisition : 62922

Position Type: (US) Full Time

Workplace Arrangement: #LI-Hybrid

About Kerry Kerry is the world's leading taste and nutrition company for the food, beverage and pharmaceutical industries. Every day we partner with customers to create healthier, tastier and more sustainable products that are consumed by billions of people across the world. Our vision is to be our customers' most valued partner, creating a world of sustainable nutrition. A career with Kerry offers you an opportunity to shape the future of food while providing you opportunities to explore and grow in a truly global environment.

About the role Oversee daily work activity of assigned team members, proactively deescalating & resolve customer issues. Provide performance management for designated team management of core people-related processes. Train and coach designated teams in standard policies, procedures and best practices, ensuring world-class customer service. Build trusted relationships with assigned customers and key contact for commercial lead, provides solutions, and continually delights them with a positive, customer-centric attitude.

Responsibilities

Stakeholder Management

• Build and maintain trusted relationships with stakeholders across the enterprise and with key customers.
• Represent the function in cross-functional meetings and ensure proactive communication of insights and opportunities.
• Drive customer loyalty and satisfaction through consistent service excellence and solution-oriented leadership.

Performance Management

• Lead and manage team performance, capacity, and workload to ensure operational excellence.
• Oversee core people processes including recruitment, onboarding, coaching, and performance management.
• Mentor and support team members through regular 1:1s and development planning.

Communication Management

• Ensure consistent, professional communication with customers and internal teams. Attend any leadership, customers, and/or commercial meetings.
• Proactively resolve and de-escalate customer issues, keeping leadership informed.
• Monitor service levels and share feedback updates with the team regularly

Knowledge Management

• Maintain and share up-to-date knowledge of products, customer needs, and market trends.
• Lead change initiatives and drive continuous improvement within the Customer Care team.
• Apply expertise to enhance customer and team experiences.

Service Delivery

• Monitor and ensure team performance aligns with service agreements and KPIs.
• Engage proactively with customers and follow through on commitments.
• Manage escalations and ensure compliance with risk controls.

• Bachelor’s degree preferred.
• Minimum 7 years’ experience in people management within a customer service role within the food & beverage or pharmaceutical industry (but open to other industries as well).
• Excellent PC skills and strong relevance in Microsoft Office, SAP and Salesforce.
• Ability to identify and drive continuous improvement and change management initiatives to develop a customer focus, best practice function.
• Experience leading teams providing continuous iterative improvements and project solutions.
• Strong relationship and escalation management and demonstrated influencing skills.
• Experience handing customer complaints and issues while promoting best in class customer experience.

The pay range for this position is $88,600 - $147,700 in Annual Salary. Kerry typically does not hire an individual at the top or near the top of the range, as we are a pay-for-performance company, and this range is set to continue to reward performance annually while in role. Compensation decisions are dependent on the facts and circumstances of each case.

The specific compensation offered to a candidate within the above range may be influenced by a variety of factors including skills, qualifications, experience, and internal equity. In addition, this position is also eligible to earn a performance-based incentive compensation. Kerry offers a competitive benefits package, including medical, dental, vision, paid time off, a 401(k) plan with employee and company contribution opportunities, Employee…