Senior Customer Care Manager

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

At Kerry, we are dedicated to displaying a professional image and providing an exceptional experience for our customers and team members. This role is pivotal in driving operational excellence, continuous improvement, and customer satisfaction in a high-performance, customer-centric environment.

As a Customer Care Leader, you will manage and develop high-performing teams (HPTs) within our Customer Care organization. This role requires strategic leadership, stakeholder collaboration, and a passion for driving a differentiated, best-in-class experience for internal and external customers.

Key responsibilities

Leadership and Team Development:

• Manage multiple teams and channels, fostering a high-performance culture.
• Oversee talent development, performance management, and training to elevate team performance.
• Drive a culture of continuous improvement, operational excellence, and collaboration.

Customer Experience (CX) and Employee Experience (EX):

• Deliver a differentiated, best-in-class experience to enhance customer loyalty, satisfaction, and business growth.
• Champion the use of knowledge, empowerment, and GBS (Global Business Services) capability to solve problems and offer solutions.
• Proactively manage transformational change to improve CX and EX.

Stakeholder Management:

• Build trusted relationships across functions, including Commercial, Sales, Supply Chain, and EUM leadership.
• Act as a liaison for key internal and external stakeholders, providing insights, resolving issues, and identifying opportunities.
• Represent the function in cross-enterprise, customer, and commercial meetings.

Operational Excellence:

• Lead day-to-day activities of multiple teams across channels and regions.
• Identify and implement culture, process, and performance improvements.
• Resolve complex issues creatively while maintaining a dynamic and responsive operational environment.

Qualifications and skills

• 10-12 years of experience in customer-facing roles such as customer service, account management, or sales support (food, beverage, or pharma experience preferred).
• Proven leadership skills with a track record of managing senior teams.
• Strong problem-solving, conflict resolution, and decision-making capabilities.
• Experience in driving continuous improvement initiatives and managing change effectively.
• Proficiency in PC applications (MS Word, Excel, Outlook, Visio) and relevant systems (SAP, SFDC).
• Demonstrated influencing and relationship management skills.

The typical hiring range for this role is $89,175 to $135,000 annually and is based on several factors including but not limited to education, work experience, certifications, location, etc.  In addition to your pay, Kerry offers benefits such as a comprehensive benefits package, incentive and recognition programs, equity stock purchase and retirement contribution (all benefits and incentives are subject to eligibility requirements.