Customer Experience Leader

About the Role

Join a dynamic team at Woolworths Supermarkets New Zealand, a nationwide business with over 185 stores and 20,000 employees dedicated to enhancing the everyday lives of Kiwis. Our culture values openness, respect, and proactive teamwork, driving continuous learning and innovation to serve three million New Zealanders weekly.

Key Responsibilities

• Foster a customer-centric service culture across all in-store points of interaction, maintaining consistently positive experiences.
• Lead the dedicated Service Department, overseeing daily operations including cash handling, cleanliness, and presentation of customer-facing areas.
• Manage seamless customer engagement across all eCommerce platforms, including in-store support for online transactions.
• Ensure accurate and timely processing of online orders, focusing on product freshness and customer satisfaction.
• Analyze service metrics and feedback regularly to identify and resolve escalated customer issues for improved satisfaction.
• Conduct routine performance evaluations to highlight and implement opportunities for departmental improvement.
• Provide leadership support by acting as Store Manager when required and contribute actively to team collaboration efforts.

Candidate Profile

• Strong analytical and problem-solving skills with the ability to build cooperative relationships across teams and stakeholders.
• Proven leadership capabilities, including delegation, monitoring progress, coaching, and delivering effective feedback to inspire the team.
• Excellent communication skills to clearly define tasks, deadlines, responsibilities, and expected performance.
• Proficient in interpreting data insights and committed to accountability for the timely and precise achievement of objectives.
• Demonstrates conduct aligned with company values consistently.
• Willingness to work at least four weekend shifts monthly, including one Saturday and one Sunday, as well as one evening shift per week until store closing.

Employee Benefits

• Enjoy team discounts across Woolworths Group brands and participate in a rewarding program that celebrates purposeful work.
• Access to Sonder, offering confidential 24/7 support services (financial, medical, psychological, and safety) for team members and their families.
• Opportunities for career growth within a global company, benefiting from extensive business networks and diverse disciplines.

About Woolworths Group

As part of Woolworths Group, a collective of over 200,000 passionate and talented individuals, we are empowered to innovate and meet the needs of over 24 million customers weekly. Our workplace fosters diversity, equity, inclusion, and belonging, driving innovation and problem-solving. We welcome candidates from all backgrounds and provide accommodations throughout the hiring process to support equal opportunities.