Head of Customer Care

Fitcare Health is seeking an experienced Head of Customer Care to lead its customer experience function, oversee CRM operations, and drive client satisfaction, retention, and conversion. The ideal candidate will develop high service standards, resolve customer concerns, and ensure every client interaction reflects the brand's commitment to excellence and compliance.

• Lead and manage the customer care team while maintaining exceptional service standards.
• Oversee and optimize the company's CRM system to improve customer engagement and retention.
• Handle escalated customer complaints and ensure timely resolution of client issues.
• Monitor customer journeys to improve conversion rates from marketing campaigns.
• Develop and implement customer retention and follow-up strategies.
• Ensure all customer communications are accurate, professional, and compliant with company policies.
• Analyze customer feedback and performance metrics to improve service delivery.
• Leverage modern CRM technologies, AI tools, and automation to enhance customer experience.

• Bachelor's Degree in Business Administration, Marketing, Customer Service, or a related field.
• 5–10+ years of experience in customer care, CRM management, or customer experience leadership.
• Proven experience managing customer-facing teams and CRM platforms.
• Strong understanding of AI tools and modern customer service technologies.
• Experience in a regulated or sensitive industry is an advantage.
• Excellent leadership, communication, relationship management, and problem-solving skills.
• Highly organized, detail-oriented, and customer-focused with the ability to drive team performance.

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