Customer Experience Manager

Role Overview

NZ Safety Blackwoods seeks an experienced Customer Experience Manager to join their team in Wiri, Manukau. This leadership position is pivotal in crafting and delivering an outstanding customer experience across all interaction points.

Key Responsibilities

• Lead the development and execution of the customer experience strategy, embedding customer-centric practices company-wide.
• Drive operational excellence across customer care, product support, pricing, delivery, and account inquiries.
• Enhance service channels such as phone, email, web, chat, and social media to improve accessibility and customer engagement.
• Manage customer feedback and satisfaction initiatives, including Net Promoter Score (NPS) and other essential metrics.
• Guide business improvement and transformation projects focused on enhancing customer service.
• Coach and mentor team leaders and emerging leadership talent to foster growth.
• Promote a culture of accountability, collaboration, continuous improvement, and exemplary service.
• Exemplify visible leadership in health, safety, and wellbeing throughout the organisation.

Candidate Profile

• Minimum of five years’ leadership experience in customer experience, contact centres, service operations, or customer support environments.
• Proven ability to build and lead high-performing teams while enhancing service delivery results.
• Strong analytical capabilities with the skill to leverage customer insights, feedback, and metrics to inform strategic decisions.
• Experience in leading change management, process improvement, and achieving measurable service enhancements.
• Collaborative leadership style with the ability to influence cross-functional teams.
• A genuine dedication to delivering outstanding customer experiences and nurturing people development.

Benefits

• Flexible working arrangements.
• Positive company culture with a supportive team environment.
• Senior incentives in addition to base salary.
• Complimentary on-site parking for staff.

Additional Information

This role requires on-site presence at the Auckland location. NZ Safety Blackwoods values diversity, inclusion, and employee growth, encouraging applications from individuals eager to positively impact our customers, workforce, and organisation.