Customer Experience Leader

About the Role and Company

Join Woolworths Supermarkets New Zealand, comprising over 185 stores and employing 20,000 team members nationwide. Our mission is to improve the lives of Kiwis daily through friendly, energetic client service and an innovative work environment. We value diversity in thought, pragmatic problem-solving, respect, curiosity, openness, and teamwork. This culture encourages you to contribute ideas and collaborate effectively in a supportive setting.

Key Responsibilities

• Steer a customer-centric culture throughout all in-store interaction points, ensuring consistently excellent service.
• Drive superior customer service in the dedicated Service Department.
• Oversee all customer touchpoints in eCommerce channels, supporting online activities with in-store assistance to guarantee positive engagement.
• Manage daily Service Department operations, including cash handling, cleanliness, and visual presentation of customer areas.
• Ensure efficient and accurate processing of online orders, upholding product freshness and exceeding customer expectations.
• Regularly evaluate customer satisfaction through service metric analysis, customer feedback, and conflict resolution.
• Perform health checks on department performance, identifying and implementing improvement opportunities.
• Support overall store leadership by acting as Store Manager when scheduled and actively contributing to team collaboration efforts.

Candidate Profile

• Strong problem-solving skills paired with critical thinking aptitude and the ability to build collaborative partnerships across teams and stakeholders.
• Proven effective leadership qualities, including delegation, progress tracking, coaching, and delivering constructive feedback that motivates team members.
• Excellent communication abilities to clearly convey tasks, deadlines, responsibilities, and standards.
• Competence in interpreting data insights and translating them into actionable strategies, ensuring accuracy and timeliness in achieving objectives.
• Consistent alignment of personal behavior with company core values.
• Willingness to work at least four weekend shifts per month, including a minimum of one Saturday and one Sunday, plus at least one evening weekly until store closing.

Employee Benefits

• Discounts on a variety of Woolworths Group brands and a comprehensive rewards program recognizing purpose-driven contributions.
• Access to Sonder, offering confidential, 24/7 personalized support services covering financial, medical, safety, psychological, and physical needs for staff and their families.
• Opportunities within a global enterprise providing exposure to diverse disciplines, fostering career growth and professional networking.

Additional Information

As part of a 200,000-strong workforce within the Woolworths Group, you will be empowered to innovate and effect positive changes for over 24 million customers weekly. Embracing diversity, equity, inclusion, and belonging is central to our workplace ethos, ensuring everyone feels valued and supported to reach their potential. Applications from all candidates are encouraged, with accommodations available during recruitment processes upon request.