Customer Experience Lead: CX Strategy & Ops

Everest - all about people

Hamilton

On-site

NZD 110,000 - 150,000

Full time

3 days ago

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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.