Customer Care Manager

About Mapal

At Mapal Group, you will find a fast-paced, agile, and multi-cultural work environment where we move quickly to meet the needs and surpass the expectations of the world’s largest hospitality providers. Our passion for customer service will make us the clear new market leader in hospitality solutions for hotels, pubs, restaurants, and institutions. With the continued expansion of our business, we seek qualified candidates who share our vision, values, and commitments to superior customer service and market growth.

Our values

At Mapal, our culture is shaped by six core values: Commitment, Customer Obsession, One Team, Ownership, Resilience, and Think Big. These values drive everything we do, from how we support our customers to how we work together as a team. We seek individuals who embody these values, bringing passion and creativity to their work, taking ownership of their contributions, and embracing collaboration and innovation to achieve ambitious goals.

Position overview

A Customer Care Manager will share responsibilities of managing a large portfolio of customers remotely, engaging stakeholders and forming reliable relationships. The team will work closely to share the responsibilities of retaining and growing the customer base. They will pro-actively work with customers to ensure engagement with their solution, discuss alternative products in our portfolio that could support the customer's goals and help them achieve ongoing operational success.

Responsibilities

• Manage a large group of accounts using a light touch transactional approach.
• Protect controllable attrition and ARR value of portfolio.
• Identify customer strategy, growth plans and key contacts to uncover cross-sell and upsell leads for Sales.
• Expand and maintain a detailed account record of each account within the CRM
• Participate in identifying industry best practices to be shared.
• Support industry-specific marketing campaigns for the customer base
• Educate and direct customers to self-serve support available.
• Use automation to obtain health scores and engage with customers on mass.

Requirements

• Experience working in the hospitality sector with a focus on bars/pubs, restaurants, or hotels.
• Ability to identify problems and opportunities as well as offer or implement actions and solutions.
• Proven ability to effectively manage work across teams and disciplines.
• An ability to influence others through effective communication and negotiations.
• LMS experience is a plus.
• Fluent in English

Skills

• Excellent oral and written communication skills.
• Excellent personal organization skills and attention to detail.
• Strong people skills. Ability to work well with a diverse multi-cultural environment.
• Willingness to work flexible hours when required.
• The ability to work independently or as part of a team and the ability to take direction is a must.
• Strong analytical and troubleshooting skills.
• Ability to cope with conflicting demands and prioritize and adapt in a rapid growth environment

Mapal Group offers competitive salaries, achievable incentive bonuses, career advancement opportunities and unique employee-focused culture