Manager - Customer Service Transformation

Manager – Customer Service Transformation

Location: India/Madurai

Coats is a world leader in thread manufacturing and structural components for apparel and footwear, as well as an innovative pioneer in performance materials. These critical solutions are used to create a wide range of products, including ones that provide safety and protection for people, data and the environment.

Trusted by the world's leading companies to deliver crucial, innovative, and sustainable solutions, we provide value-adding products including apparel, footwear and speciality threads.

With a proud heritage dating back more than 250 years and a spirit of evolution to constantly stay ahead of changing market needs, we have operations across 50 countries with a workforce of over 17,000, serving our customers worldwide.

Role Purpose:

• Customer Service Transformation Manager will be the lead standardizing customer services processes across geographies and division for the group, transitioning customer service operations from localized, legacy models to a high-performance, technology-enabled global standard.
• Objective is to balance world-class customer experience with operational efficiency by leveraging HubSpot and AI enablement.

What you will do (Key Responsibilities):

• Global Standardisation: Design and deploy standardized customer service framework. Replace fragmented local workflows with standardised processes and KPIs that ensure a consistent experience across all global divisions.
• HubSpot Implementation: Act as the business lead for the rollout of the HubSpot Customer Service module. Ensure the platform is configured to support global visibility, case management, and seamless integration with existing CRM/ERP systems.
• Organizational Design: Transition team structure to a customer-segment-driven structure. Align service levels and team expertise with specific customer segments to maximise value and satisfaction.
• AI & Digital Innovation: Identify and implement AI agents and automated self-service tools. Goal is to drastically reduce response times and deflect low-complexity queries, allowing human agents to focus on high-value interactions.
• Cost Optimization: Drive a lean service model that reduces the cost-to-serve through automation and process efficiency while elevating service levels.
• Change Management: Navigate the complexities of a global business by building buy-in with regional leaders, training teams on new technologies, and fostering a culture of continuous digital improvement.

Who you are (Requirements):

• 4–6 years’ experience in customer service, operations, with a proven history of leading large-scale projects.
• Deep functional knowledge of HubSpot Service Hub (or equivalent Tier-1 CRM/Service platforms).
• Expert at using data to drive decisions; comfortable defining and tracking metrics like NPS, CSAT teams on new technologies, and fostering a culture of continuous digital improvement.

At Coats Group, we are committed to innovation, excellence, and fostering a diverse and collaborative environment where every team member can thrive. If you are passionate about making an impact in the textile industry and eager to join a global leader with a rich heritage and a forward-thinking approach, we invite you to take the next step in your career with us.

Apply now to be part of our dynamic team and help shape the future of textiles.