Customer Experience Leader — Flexible Hours

Aotearoa New Zealand Association of Social Workers; Palmerston North; On-site; NZD 90,000 - 120,000; Full time

Job summary

Smart Pack is seeking an experienced people leader to take ownership of our Customer Service and Sales Support teams, based at our head office in Kelvin Grove, Palmerston North. This is a hands-on management role with direct customer contact and a focus on improving processes and accountability.

Reporting to the Sales Director, you’ll lead our teams, shape performance, and ensure clear handovers with Sales and Operations.

Qualifications

• 3+ years’ experience leading Customer Service, Sales Support or a similar customer‑facing team.
• Proven experience developing people and improving team performance, processes and service standards.
• Sound judgement and ability to make decisions and hold direct conversations when needed.
• Practical problem-solving approach with a track record of seeing things through.
• Confidence using technology and data to work efficiently and make improvements.

Responsibilities

• Lead the Customer Service and Sales Support teams and manage a defined customer segment.
• Shape how we deliver a better customer experience and improve team performance.
• Stay hands-on with day-to-day work and engage directly with customers as needed.
• Improve cross‑department handovers and communications with Sales and Operations.

Skills

People leadership

Customer-facing leadership

Communication

Decision making

Tools

Microsoft Office

AI tools

Business systems

Job description

Smart Pack is seeking an experienced people leader to take ownership of our Customer Service and Sales Support teams, based at our head office in Kelvin Grove, Palmerston North. This is a hands-on management role with direct customer contact and a focus on improving processes and accountability.

Reporting to the Sales Director, you’ll lead our teams, shape performance, and ensure clear handovers with Sales and Operations.