Customer Experience Lead

Everest - all about people; Hamilton; On-site; NZD 110,000 - 150,000; Full time

Benefits offered by this job

Globally recognised Kiwi success

Autonomy and leadership growth

Variety of responsibilities

Job summary

Everest - all about people in Hamilton is seeking a Customer Experience Lead to shape and elevate every stage of the customer journey. You’ll lead the CX function, partnering with Product, Supply Chain, Operations, and Sales to drive better outcomes and a premium customer experience.

You’ll build capability, improve systems, and champion a customer-first culture while aligning with commercial realities across the business.

Qualifications

• Experience leading a customer experience or service team.
• Strong knowledge of Zendesk or similar CS platforms.
• Experience using ERP platforms such as NetSuite.
• Proven track record in process improvement.
• Analytical and problem-solving skills.
• Excellent communication and stakeholder management.
• Ability to collaborate across functions.
• Hands-on, solution-focused approach.
• Experience in retail or product-based environments advantageous.

Responsibilities

• Lead and develop the Customer Experience team.
• Manage escalated inquiries and complex aftersales support.
• Establish and monitor customer service standards and KPIs.
• Drive continuous improvement across customer experience and aftersales processes.
• Maintain and improve customer experience SOPs and documentation.
• Identify customer, warranty, and returns trends through reporting.
• Provide insights and recommendations to key business stakeholders.
• Support operational delivery during peak trading periods.
• Monitor warranty, returns, freight, and customer service-related costs.
• Championing a customer-first culture across the business.

Skills

Leadership

CX Management

Zendesk

NetSuite

Process Improvement

Analytical Thinking

Stakeholder Mgmt

Collaboration

Retail Experience

Coaching

Tools

Zendesk

NetSuite

Job description

Everest - all about people – Hamilton, North Island

• Join one of New Zealand's most successful outdoor brands with a global footprint.
• Lead a customer-focused team and influence business-wide improvements.
• Play a key role in delivering the premium experience Zempire is known for.

Everest People are proud to continue our partnership with Zempire, a New Zealand success story shaking up the outdoors, one tent at a time.

About the business

Based in Hamilton, Zempire is an award-winning global leader in premium camping equipment, with a growing presence across New Zealand, Australia, North America, the UK, and Europe. The business is recognised for innovative design, exceptional product quality, and a commitment to helping create unforgettable outdoor experiences.

This is a brand that doesn't follow trends; it sets them. From internationally recognised product innovation to industry-leading customer experiences, Zempire continues to redefine what's possible in the camping category.

As the business continues to grow, they're looking for a Customer Experience Lead to help shape and elevate every stage of the customer journey. Inspired by the customer and driven by strong leadership, you'll play a critical role in ensuring every interaction reflects the quality and reputation of the Zempire brand.

About the role

This is more than a traditional customer service leadership role.

Working at the intersection of people leadership, customer experience, and continuous improvement, you'll lead the Customer Experience function while remaining connected to the day-to-day operation.

You'll be responsible for supporting and developing the team, managing complex customer situations, improving processes, and turning customer insights into meaningful business improvements. You'll also act as the voice of the customer across the business, partnering closely with Product, Supply Chain, Operations, and Sales teams to help drive better outcomes.

What you’ll be doing

• Leading and developing the Customer Experience team.
• Managing escalated customer enquiries and complex aftersales support.
• Establishing and monitoring customer service standards and KPIs.
• Driving continuous improvement across customer experience and aftersales processes.
• Maintaining and improving customer experience SOPs and documentation.
• Identifying customer, warranty, and returns trends through reporting and analysis.
• Providing insights and recommendations to key business stakeholders.
• Supporting operational delivery during peak trading periods.
• Monitoring warranty, returns, freight, and customer service-related costs.
• Championing a customer‑first culture across the business.

About you

You’re a people‑focused leader who enjoys building capability, improving systems, and creating exceptional customer experiences.

You know how to balance customer outcomes with commercial realities and are equally comfortable coaching a team member, solving a customer issue, or identifying opportunities to improve the way things are done.

You’ll bring energy, initiative, and a genuine passion for continuous improvement.

You’ll bring:

• Experience leading or supervising a customer service or customer experience team.
• Strong knowledge of customer service platforms such as Zendesk or similar systems.
• Experience using ERP platforms such as NetSuite or equivalent.
• Proven experience improving processes and developing operational procedures.
• Strong analytical and problem‑solving capability.
• Excellent communication and stakeholder management skills.
• The ability to work collaboratively across multiple business functions.
• A hands‑on, solution‑focused approach and willingness to get stuck in.
• Experience within retail, consumer products, or a product‑based environment would be advantageous.

Why Zempire?

• Be part of a globally recognised Kiwi success story.
• Join a values‑led business committed to innovation and excellence.
• Lead a team and make a genuine impact on the customer experience.
• Enjoy variety, autonomy, and opportunities to grow your leadership career.

Help shape the customer experience behind one of New Zealand's most recognised outdoor brands.