客户服务经理
Customer Care Manager
Omegro 业务部门：
职位描述：
地点：阿伯丁（混合办公）/ 英国（远程）
全职：每周5天
薪资：年薪 £50,000 - £55,000，根据技能和经验而定
我们是谁？
在 DRAMS Software，我们正在革新成熟烈酒生产商管理其散装库存和陈年仓库的方式。我们的解决方案受到 Beam Suntory、Bacardi、Campari、William Grant & Sons、Whyte & Mackay 和 Glenmorangie 等多家知名英国及国际公司的信赖。我们致力于客户满意度、质量和协作，自豪地在全球范围内扩展公司，同时坚守苏格兰的根源和价值观。
我们有什么独特之处？
我们深知，打造真正独特且专注的系统需要一支多元化的优秀人才团队。在 DRAMS，我们以人为本，营造一个每个人都感到被重视、被赋权和支持的环境。作为一家以远程办公为主导的组织，我们提供个人和职业成长的机会，由透明且易于接触的领导团队指导。凭借我们在行业中的独特地位以及对创新和以客户为中心的承诺，DRAMS Software 是一个能让您的职业生涯蓬勃发展的地方。
您将享受以下优厚福利：
- 具有竞争力的基本薪资 + 市场领先的可选奖金
- 以远程办公为主的工作模式
- 32 天假期（包括灵活的银行假日），工作满一年后增加至 34 天
- 逐步完善的育儿假政策
- 公司病假、私人医疗保险 + 虚拟全科医生、心理健康支持（包括折扣健身房会员）、人寿保险和收入保障
- 5% 的雇主养老金缴纳
- 定期线下团队活动
- 资助的培训和发展计划
- 家庭办公设备补贴
我们相信相互发挥各自的优势，并彼此信任以实现卓越成果，无论您身处何地。目前有 30 名同事在英国以远程或混合办公方式工作，我们建立了全面的入职流程，帮助您顺利开展工作。您不仅有机会为本地业务运营做出关键贡献，同时您也是 Volaris 集团的一部分，这意味着您可以在更广泛的集团内规划未来的职业发展——我们认为这是最理想的选择！
日常工作中您将做什么？
我们正在寻找一位具有战略眼光并以服务为导向的客户关怀经理，负责引领和提升我们的客户服务运营。
查看英文原文
Omegro Business Unit:
Job Description:
Location: Aberdeen (Hybrid) / UK (Remote)
Full Time: 5 days/week
Pay: £50,000 - £55,000 per annum depending on skills and experience
Who are we?
At DRAMS Software, we’re revolutionising the way maturing spirit producers manage their bulk inventory and maturation warehouses. Our solutions are trusted by a number of high-profile UK and international companies including Beam Suntory, Bacardi, Campari, William Grant & Sons, Whyte & Mackay, and Glenmorangie. With a strong commitment to customer satisfaction, quality and collaboration, we’re proud to be growing our company globally, whilst staying true to our Scottish roots and values.
What is unique about us?
We understand that building a truly unique and dedicated system requires a diverse team of talented individuals to make it happen. At DRAMS, we put our people first, creating an environment where everyone feels valued, empowered, and supported. As a remote-first organisation, we offer opportunities for personal and professional growth, guided by transparent and approachable leadership. With our unique industry position and commitment to innovation and customer-centricity, DRAMS Software is a place where your career can thrive.
You’ll enjoy excellent benefits including:
- Competitive base salary + a market-leading discretionary bonus
- Remote-first working
- 32 days holiday (including flexible bank holidays), increasing to 34 after 1 year
- Progressive parental leave policies
- Company sick pay, private healthcare insurance + virtual GP, wellbeing support (incl. discounted gym memberships), life assurance, & income protection
- 5% employer pension contribution
- Regular in-person team events
- Funded training and development programs
- Work from home office equipment allowance
We believe in fostering each other’s strengths and trusting each other to deliver great results, no matter where you’re based. With 30 colleagues working remotely and in hybrid roles across the UK, we’ve built a comprehensive on-boarding process to set you up for success. You’ll not only get the opportunity to make a key contribution to the way we run our business locally, but we also form part of the global Volaris Group which means you’ll be able to navigate your future career within the wider group too – the best of both worlds we think!
What will I be doing day-to-day?
We're looking for a strategic and service-driven Customer Care Manager to lead and evolve our customer support operations. In this critical leadership role, you’ll take ownership of application support, system upgrades, hosted service delivery, and release management—ensuring that DRAMS deployments are smooth, well-communicated, and effectively supported.
As part of the senior leadership team, you’ll align support operations with business goals, champion IT Service Management (ITSM) best practices, and guide a high-performing support team to deliver outstanding customer experiences.
If you're passionate about leading with purpose, building strong teams, and driving service excellence, we'd love to hear from you.
Main Duties include (but are not limited to):
- Lead Support Operations: Manage the day-to-day performance of the Customer Care team, delivering timely, high-quality application support and fostering a customer-first culture.
- Oversee Releases & Upgrades: Coordinate application installations, upgrades, and release communications to ensure smooth deployments and minimal disruption.
- Embed ITSM Practices: Drive consistency and effectiveness in support through structured incident, problem, and change management processes.
- Manage Hosted Services: Act as the main liaison with our external infrastructure partner, ensuring customer environments are secure, reliable, and well-supported.
- Track Performance & Drive Improvement: Monitor KPIs such as response times and customer satisfaction, using insights to improve service delivery and proactively address recurring issues.
- Lead & Develop the Team: Build a high-performing support function through effective recruitment, coaching, and career development initiatives.
- Collaborate Across Functions: Work closely with Product, Development, Sales, and Professional Services to align support with broader business and customer goals.
- Ensure Financial Accountability: Monitor support costs, contribute to forecasting, and ensure accurate tracking of billable work and customer configurations.
We’d love to chat if you have:
- 5+ years in a senior support or service delivery leadership role within a software or IT services environment.
- Relevant tertiary qualification (minimum Diploma level; degree preferred), ideally in Information Technology, Business, or another related field.
- Proven experience managing application support teams and customer environments in a hosted or cloud-based setting.
- Strong working knowledge of ITSM practices and frameworks (e.g. ITIL), with experience implementing structured support processes.
- Demonstrated ability to plan and manage software releases and communicate technical changes to customers and internal teams.
- Experience working with third-party service providers or infrastructure partners and managing service accountability.
- Excellent interpersonal and communication skills, with the ability to engage effectively across technical and non-technical teams.
- Proficiency in support tooling and CRM platforms (e.g. Jira, Salesforce).
- Strong analytical skills, with the ability to use performance data and customer feedback to drive decisions.
- Organised and resilient, with a structured approach to problem-solving and prioritisation.
Values
We value people with a growth mindset who listen, learn, and seek to improve. Successful people in our team listen, support, and value their colleagues, communicating openly and honestly, taking pride in their work, and focussing on meeting the needs of our customers and our business.
Be inspired, be valued, and be part of something extraordinary with us.
How do I apply?
If you think you are the right fit for this role, please click ‘Apply’ and submit your CV via the online application process.
DRAMS reserves the right to enhance the criteria as necessary to facilitate the shortlisting process.
DRAMS is proud to be an Equal Opportunities Employer.
Originally posted on Himalayas