Customer Care Manager

PURPOSE AND SCOPE OF ROLE
As our Customer Care Manager, you will be the champion of customer relations for Heritage Line. You will lead and manage the Customer Care team, ensuring that we consistently exceed guest expectations in all interactions. This pivotal role encompasses a broad spectrum of responsibilities, including overseeing customer service, managing client communication, handling complaints effectively, analyzing guest feedback, driving personalization and privatization efforts onboard our vessels, and ensuring seamless handling of special occasions and VIP/FAM trips. You will be instrumental in setting the standard for guest service and fostering a culture of continuous improvement within the company.
RESPONSIBILITIES & TASKS
Customer Service
• Take ownership of customer service and manage major complaints, handling inquiries and resolutions in accordance with company targets and SOPs.
• Manage complaint resolution and compensation within agreed budgets and SOPs, escalating issues beyond these limits or as necessary to the Director of Operations.
• Delegate less complex queries and complaints appropriately to the Customer Care team.
• Actively support the roll-out and ensure high completion rates of online feedback reports across all vessels, collaborating closely with Ship General Managers/Cruise Managers.
• Monitor online feedback on external platforms (e.g., TripAdvisor) and ensure timely and appropriate responses in line with SOPs.
Strategy & Reporting
• Collaborate with the wider company to define overall targets for guest feedback, complaint resolution, and guest service standards.
• Develop and implement strategic plans to achieve these targets and continuously improve the overall guest experience for Heritage Line.
• Work closely with the Reservations Team to develop strategies for enhancing the collection of personalization and privatization information from guests pre-cruise.
• Generate comprehensive monthly reports on guest feedback and complaints, highlighting key trends, recurring issues, and areas for improvement, and share these insights across all departments to drive proactive solutions.
• Produce monthly reports on the progress of personalization and guest information collection efforts.
• Develop monthly reports detailing Care Team workloads and task completion, including individual reports for direct reports.
• Develop and implement Standard Operating Procedures (SOPs) to formalize Customer Care processes, ensuring consistency and providing clear guidelines for the team.
• Directly manage and mentor the Customer Care team, providing clear guidance and direction.
Care Team Management • Assign tasks, set targets, and monitor the team's performance against established objectives.
• Motivate and inspire team members to achieve company goals and deliver exceptional service.
• Conduct regular weekly meetings with direct reports to ensure clear communication and alignment.
• Establish Key Performance Indicators (KPIs) and conduct bi-annual performance reviews to support employee development.
• Identify training and development needs and implement programs to support the team in achieving their goals.
• Maintain meticulous and accurate records of all complaints, feedback, and reports within designated shared folders.
Administration & System
• Support Ship General Managers/Cruise Managers in maintaining accurate records and files related to Customer Care responsibilities.
Development
• Ensure clean, organized, and easily accessible documentation and folders within shared drives to facilitate effective communication and information sharing across departments.
• Provide support during the implementation of new systems, offering valuable input to ensure they effectively meets Customer Care requirements.