Customer Experience Manager
Auckland, New Zealand · Full Time
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- Experience
- 5+ yrs
- Salary
- —
- Openings
- 1
- Posted
- 1 week ago
- Work mode
- In office
- Resume
- Required to apply
Where you'll work
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Job description
About the Role
NZ Safety Blackwoods seeks an experienced Customer Experience Manager to lead and enhance the customer journey from our Wiri, Manukau location. This leadership position is vital in cultivating a seamless, industry-leading customer experience at every interaction.
In this role, you will oversee the inbound Customer Experience function, managing Customer Care and Product Specialist teams, and driving service excellence, customer satisfaction, and ongoing improvements across the organization.
- Develop and implement the customer experience strategy, fostering a customer-centric approach throughout the business.
- Ensure operational excellence in customer care, product assistance, pricing, delivery, and account inquiries.
- Enhance service channels including phone, email, website, chat, and social media platforms.
- Lead initiatives on customer feedback and satisfaction programs, such as Net Promoter Score (NPS) and other key metrics.
- Contribute to business improvement projects and customer-oriented transformation efforts.
- Mentor and support team leaders and emerging leaders within the teams.
- Build a culture of accountability, collaboration, continuous improvement, and outstanding service.
- Exhibit strong leadership in health, safety, and wellbeing practices.
Candidate Profile
The ideal candidate is a confident leader with a customer-first mindset and extensive experience in contact centers, customer experience management, service operations, or support roles.
- Minimum of 5 years managing customer experience, contact center, service operations, or support teams.
- Proven capabilities in building high-performing teams and enhancing service results.
- Strong analytical aptitude for leveraging customer insights, feedback, and performance data to inform decision-making.
- Experience driving change initiatives, optimizing processes, and achieving measurable improvements.
- Collaborative leadership style with effective cross-team influence skills.
- Deep passion for delivering exceptional customer experiences and fostering staff development.
Benefits
- Flexible working arrangements policy.
- Supportive corporate culture and team environment.
- Senior incentives above base salary.
- Complimentary on-site parking for staff.
Additional Information
If you are enthusiastic about leading customer-centric teams and championing continuous business enhancement to improve how customers are supported in New Zealand, we welcome your application. NZ Safety Blackwoods is dedicated to diversity, inclusion, and growth, encouraging talented candidates ready to contribute positively to our customers, colleagues, and company.