Programme Manager – Customer Care

Millar Cameron is working with The Forest Stewardship Council (FSC) to recruit a Programme Manager, Customer Care FSC is an international non-profit organization dedicated to promoting responsible forest management through certification. FSC is globally recognized for its trusted sustainable forestry standards and the iconic FSC® certification mark, found on millions of products. The organization works to safeguard forests and the communities that depend on them by protecting wildlife, Indigenous Peoples' rights, and forest workers' welfare.

Role Overview

The Programme Manager, Customer Care will lead the development and execution of a modern, integrated, and data-driven customer care and experience function at FSC. The ideal candidate is both a strategic thinker and operational leader, capable of aligning technology, processes, and people to deliver exceptional service to FSC’s primary stakeholders— certificate holders.

Reporting to the commercial director, this role will be responsible for designing and delivering a comprehensive customer care strategy that supports organisational goals, strengthens stakeholder engagement, and promotes a culture of continuous improvement. The Programme Manager will oversee day-to-day operations of the Customer Care team, implement scalable systems and workflows, and collaborate cross-functionally to ensure a seamless, consistent, and mission-aligned customer experience.

Key Responsibilities

• Develop and implement the overall Customer Care Programme strategy, ensuring alignment with FSC’s organisational goals.
• Lead the design and deployment of a new integrated system to manage customer communications and workflows, with a focus on certificate holders.
• Oversee the daily operations of the Customer Care team, ensuring high service standards and consistent performance.
• Establish and continuously refine customer support processes, SOPs, and SLAs across the organisation.
• Lead the implementation and maintenance of customer care software, CRM systems, and communication tools.
• Build and manage a high-performing team; coach and support professional growth and cross-functional collaboration.
• Use client feedback and data analytics to monitor satisfaction, identify improvement opportunities, and inform customer-centric enhancements.
• Collaborate with internal units (e.g. IT, Policy, Communications) to ensure integrated customer service delivery and a seamless stakeholder experience.
• Serve as the primary liaison between customer care operations and senior leadership for strategic alignment.

Skills & Experience

Education & Training

• University degree or equivalent experience in Customer Service Management, Business Administration, Marketing, Management, or a related field.

Experience & Skills

• Minimum 7 years of professional experience in customer care, service operations.
• Proven people management experience with strong leadership and team development skills.
• Demonstrated ability to lead complex projects—especially systems implementation or digital transformation initiatives.
• Excellent organizational and time management skills with the ability to manage multiple priorities.
• Strong analytical mindset with experience interpreting customer data and feedback to inform strategy.
• Highly solution-oriented, proactive, and collaborative in work style.
• Proven ability to manage complex client interactions and resolve conflicts diplomatically.
• Strong attention to detail and process orientation.

Language Skills

• Fluency in English (spoken and written) is required.
• Spanish is an asset.

Communication Skills

• Excellent verbal and written communication.
• Ability to build relationships and influence across diverse teams and cultures.

Digital Skills

• Solid experience with CRM platforms (e.g., Salesforce, HubSpot) and ticketing/customer support tools.
• Proficiency with MS Office tools.

What FSC Offers

• A chance to work on meaningful projects that make a global impact.
• A hybrid and international work environment with flexible arrangements.
• An opportunity to shape FSC’s customer engagement future.
• Competitive compensation and benefits package.

To apply for this position please provide an up-to-date CV.

Don’t meet every single requirement? Studies have shown that women and people of colour are less likely to apply for jobs unless they meet every single qualification. At Millar Cameron, we are dedicated to supporting our clients in building and supporting diverse and inclusive workplace and culture, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to a