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. Based in Bonn, Germany, 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. 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.
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.
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.
IT, Policy, Communications) to ensure integrated customer service delivery and a seamless stakeholder experience.
University degree or equivalent experience in Customer Service Management, Business Administration, Marketing, Management, or a related field.
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.
Fluency in English (spoken and written) is required.
Spanish is an asset.
Salesforce, HubSpot) and ticketing/customer support tools.
Proficiency with MS Office tools.
A chance to work on meaningful projects that make a global impact.
A hybrid and international work environment with flexible arrangements.
Competitive compensation and benefits package.
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