Customer Service Manager

About the role

Mami is seeking an experienced Customer Service Manager to lead its outsourced customer service centre. You will own the end‑to‑end service operation, build robust processes, and ensure a high‑quality experience throughout the customer journey in a fast‑paced, marketing‑driven environment.

Key responsibilities

• Manage and professionally lead an outsourced customer service centre.
• Design, implement and continuously improve service processes, procedures, quality controls and KPIs.
• Own service targets, guarantee fast response times and meet agreed SLAs.
• Adapt operations to high volumes of campaigns, marketing initiatives and ongoing content activity.
• Collaborate closely with Credit, Loyalty Programs, Marketing, Digital, Operations, Technology and external vendors.
• Develop knowledge‑management solutions to boost service quality, consistency and response speed.
• Introduce advanced AI tools to enhance customer experience and streamline operations.
• Identify pain points, gaps and opportunities, and drive practical improvements.

Required profile

• Proven experience managing customer service centres or operations, preferably in consumer clubs, loyalty programmes or credit‑card environments.
• Experience working with outsourced service providers.
• Strong analytical, organisational and problem‑solving abilities.
• Ability to thrive in a fast‑moving setting with multiple stakeholders.
• Excellent communication, attention to detail and a customer‑centric mindset.

Required skills

• Hands‑on experience with advanced AI tools.
• Familiarity with knowledge‑management systems.