Customer Experience Leader

About the Role

Join Woolworths Supermarkets New Zealand, operating over 185 stores with a dedicated team of 20,000, as their Customer Experience Leader based in Christchurch. This role focuses on cultivating a strong customer service culture across all in-store and online touchpoints, ensuring every customer enjoys a positive interaction. You will lead the Service Department and oversee in-store and eCommerce customer engagement, guaranteeing seamless support and fulfillment.

Key Responsibilities

• Drive and nurture a customer-centric service culture in all store areas, promoting exceptional interaction standards.
• Manage daily functions of the Service Department including cash handling, cleanliness, and presentation of customer-facing areas.
• Lead the accurate, punctual fulfillment of online orders maintaining product freshness and customer satisfaction.
• Continuously assess and enhance customer satisfaction through analysing feedback, resolving escalations, and monitoring service metrics.
• Perform routine health checks on department performance and implement improvements accordingly.
• Provide leadership support by acting as Store Manager when needed and actively engage in team collaboration efforts.

Candidate Profile

• Strong problem-solving abilities and critical thinking skills complemented by a talent for cross-functional teamwork and stakeholder collaboration.
• Effective leadership capabilities including delegation, monitoring, coaching, and delivering constructive feedback to bolster team motivation.
• Excellent communication skills to clearly convey tasks, deadlines, and performance expectations.
• Ability to interpret data insights thoughtfully and take accountability for timely delivery of work objectives.
• Demonstrates behaviours aligned with company values consistently.
• Willing and able to work four weekend shifts monthly including at least one Saturday and one Sunday, plus at least one evening shift each week until store closing.

Benefits and Work Environment

• Enjoy team discounts across Woolworths Group's diverse brand portfolio and benefit from a comprehensive rewards program that recognizes purpose-driven work.
• Access to Sonder’s free confidential 24/7 personalized financial, medical, safety, psychological, or physical support services for you and your family.
• Opportunity to grow within a global company offering extensive career development possibilities and exposure to a broad business network.

About Woolworths Group

As part of the expansive Woolworths Group community of over 200,000 employees, you will be supported in exploring new ideas, taking bold steps, and enhancing how we meet the needs of millions of customers weekly. Our culture emphasizes genuine care, flexibility, and meaningful career growth opportunities. We are committed to diversity, equity, inclusion, and fostering belonging to enrich our workplace and better serve our communities.

We encourage applications from all backgrounds and provide support for adjustments needed during the recruitment process to ensure inclusivity.