Customer Experience Leader: Service Excellence & Growth

Wesfarmers

Manurewa

On-site

NZD 130,000 - 180,000

Full time

14 days+

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Benefits offered by this job

Flexible working policy

Great company culture

Senior incentive

Free on-site staff parking

Job summary

NZ Safety Blackwoods in Wiri, Manukau, seeks a Customer Experience Manager to lead the inbound CX function and drive service excellence across touchpoints. You will shape strategy, coach teams and use customer insights to guide improvements.

This role requires collaboration across functions to deliver measurable outcomes and strong leadership in health and safety. Join a dynamic, growth‑minded company focused on safety, customer satisfaction and continuous improvement, with a senior incentive

Qualifications

5+ years' experience leading customer experience, contact centre, or service teams.
Proven track record of building high-performing teams and improving service outcomes.
Strong analytical skills using customer insights and performance metrics.

Responsibilities

Lead the customer experience strategy and embed customer-focused thinking across the business.
Drive operational excellence across customer care, product support, pricing, delivery and inquiries.
Improve service channels including phone, email, web, chat and social media.
Lead customer feedback and satisfaction programmes (NPS and metrics).
Influence business improvement and customer-focused transformation initiatives.
Coach and develop team leaders and emerging leaders.
Promote accountability, collaboration and service excellence; visible safety leadership.