Customer Experience Leader

Woolworths Ltd.; New Plymouth; On-site; NZD 60,000 - 86,000; Full time

Benefits offered by this job

Team discounts

Sonder support for team members

Global career possibilities

Job summary

Woolworths Group in New Zealand seeks a passionate Service Lead to drive a customer-focused culture across in-store and online channels. You will oversee daily Service Department operations, ensure timely online order fulfillment, and continuously improve customer satisfaction through metrics and feedback.

The role requires strong leadership, excellent communication, and the ability to work weekend shifts, including at least one Saturday and one Sunday per month and some evenings until store

Qualifications

• Proven leadership experience in customer service environments.
• Strong collaboration across functions and with stakeholders.
• Excellent communication, coaching and feedback skills.
• Ability to interpret service metrics and translate data into action.
• Commitment to Woolworths values and customer-first culture.

Responsibilities

• Lead Service Department daily operations including cash management and presentation of customer areas.
• Oversee accurate and timely fulfillment of online orders with freshness and customer focus.
• Monitor customer satisfaction metrics, gather feedback and resolve escalated issues.
• Conduct regular performance health checks and identify improvement areas.
• Provide leadership support store-wide and act as Acting Store Manager when scheduled.

Skills

Problem solving

Collaboration

Leadership

Communication

Data interpretation

Values alignment

Weekend availability

Job description

• Lead a customer service culture across all in-store touchpoints, ensuring a consistently positive and customer-focused experience.
• Champion exceptional service within the dedicated Service department.
• Ensure seamless and positive customer interactions across all eCommerce channels, including in-store support for online activities.

Working with Woolworths Supermarkets New Zealand | Te Mahi ki Woolworths Supermarkets New Zealand

With over 185 stores and 20,000 team members across Aotearoa, we've made it our mission to make Kiwi lives a little better every day.

We're friendly, down-to-earth, and energetic - we work hard but we have a great time doing it, and we love what we do. There is plenty of scope for new ideas, lots of room for you to add value, and importantly, you'll be working with a business that touches the lives of three million New Zealanders a week.

We embrace diversity of thought and love to take on challenges with a pragmatic and innovative approach. Our culture thrives on mutual respect, care, curiosity, openness, and a proactive attitude. We continually seek ways to pair, collaborate, support, and learn from each other as a team!

What you'll do | Hei mahi

• Lead all aspects of the Service Department's daily operations, including cash management, cleanliness, and presentation of key customer-facing areas.
• Oversee the accurate and timely fulfillment of online orders, ensuring freshness and meeting customer expectations.
• Continuously monitor and improve customer satisfaction by analysing service metrics, gathering feedback, and resolving escalated issues.
• Conduct regular performance health checks and identify areas for improvement within the department's functions.
• Provide leadership support to the store, stepping in as Acting Store Manager when scheduled, and actively participating in team collaboration initiatives.

What you’ll bring | Hei koha

• Adept at problem-solving and critical thinking, you also excel at establishing and maintaining collaborative partnerships across various functions and with stakeholders.
• A strong and effective leader, you're skilled in delegation, progress monitoring, coaching, and providing constructive feedback to motivate your team.
• You possess exceptional communication skills, clearly articulating tasks, timelines, responsibilities, and performance standards.
• You can interpret insights and action data effectively, demonstrating a commitment to responsibility and accountability for timely and accurate delivery of work objectives.
• Your behaviours consistently align with company values.
• The ability to work four weekend shifts consisting of at least 1 Saturday and 1 Sunday per month and at least one evening each week (until at least store closure).

What you'll experience | Ngā Huanga

• Team discounts across our range of Woolworths Group brands you know and love and a robust rewards program that celebrates and incentivises purpose-driven work.
• Access to Sonder. Sonder provides free confidential 24/7 personalised financial, medical safety, psychological or physical support for team members and their families.
• A global business with endless career possibilities around every corner and across every discipline – with valuable exposure to a vast and exciting business network.

Endless possibilities with Woolworths Group | Ko Woolworths Tātou

We're a proud part of the Woolworths Group – 200,000+ bright minds, passionate hearts and unique perspectives working together connected by a shared Purpose – ‘o create better experiences together for a better tomorrow.

Here you’ll be supported and empowered to explore new ideas, make brave commitments and innovate better ways to meet the food and everyday needs of more than 24 million customers every week. Backed by a culture of genuine care, a flexible approach to work and the support to grow your career and make a meaningful impact, the possibilities for what we can achieve together are endless.

Everyone belongs Woolworths Group | No Woolworths tātou

We believe that diversity, equity, inclusion and belonging are key to realising our purpose of better together for a better tomorrow. We recognise the value our team’s diversity brings to our business, our customers and our communities, and that teams with diverse experiences and backgrounds enrich our group and are better able to innovate and solve problems. As one of the largest employers in Australia and New Zealand, we aim to create a truly inclusive workplace where everyone feels that they belong, can be their best self and reach their full potential.

Discover more opportunities with Woolworths Group