Customer Experience Manager

Do you love being surrounded by beautiful, designer homewares? Are you looking for a role that doesn’t require commuting to the Auckland CBD? Are you ready to lead the way to world class customer satisfaction? Then this might be the opportunity for you!

On behalf of our South Auckland-based client, The Pond Recruitment Agency is looking for a Customer Experience Manager who will develop and lead strategies that improve customer satisfaction, retention and loyalty. This is a newly created position that plays a pivotal role within the organisation.  

As the Customer Experience Manager, you’ll be responsible for overseeing and enhancing the overall customer experience across all touchpoints. You’ll need to work closely with all departments to identify how to best meet customer needs and expectations. A team of five Customer Service Representatives will be reporting into you and look for your guidance and mentorship. It’s important that you’re hands on and lead by example – even if it means making phone calls, collect and analyse customer feedback to identify pain points and opportunities for improvement.

The breakdown

We are looking for a Customer Experience Manager who comes with the following skill set:

• Minimum of five years in customer service with at least three years in leadership
• Strong leadership and team management abilities
• Proven track record of improving customer satisfaction and loyalty
• Ability to analyse customer data and translate insights into actionable strategies
• Experience with customer experience software and CRM systems (ideally HubSpot, NetSuite)

Key responsibilities include:

• Developing and implementing strategies to optimise the customer journey across multiple channels (online, on the phone, etc) and ensuring a seamless and positive experience at every touchpoint
• Leading and mentoring a team of Customer Service Representatives and other customer facing staff
• Collecting and analysing customer feedback through surveys, reviews and direct interactions to identify pain points and opportunities for improvement
• Creating detailed customer journey maps to implement relevant actions
• Establishing and tracking KPIs for customer satisfaction, retention and loyalty
• Acting as the point of escalation for complex customer issues, ensuring that they are resolved promptly and efficiently

Are you someone who has:

• A proven track record of leading teams and improving customer satisfaction and loyalty
• In-depth knowledge of customer experience principles and best practices
• Ability to analyze customer data and translate insights into actionable strategies
• Familiarity with customer experience software such as HubSpot and NetSuite
• An empathetic and customer-centric mindset
• Passion for continuous improvement in a fast-paced and dynamic environment

The reward

• $120K per annum + KiwiSaver
• Companywide profit share scheme
• Free carpark
• Ability to shape a key role within the organisation

Apply today

If this role sounds like you, apply today or email Michaela Brchlova directly on [email protected] with a brief summary of why you may be interested in this position.