Customer Experience Manager

NZ Safety Blackwoods; Auckland; On-site; NZD 110,000 - 165,000; Full time

Benefits offered by this job

Flexible working policy

Great company culture

Senior incentive offered

Free on-site staff parking

Job summary

NZ Safety Blackwoods is seeking a Customer Experience Manager to shape a best-in-class customer journey from Wiri, Manukau. You will lead the inbound CX function, including Customer Care and Product Specialist teams, driving satisfaction and continuous improvement.

You’ll partner with cross-functional teams to understand needs, embed customer focus, and deliver practical improvements that simplify doing business with us. A dynamic leadership role with strong emphasis on coaching and metrics.

Qualifications

• At least 5+ years’ experience leading customer experience teams.
• Proven track record in contact centre, service ops or customer support.
• Strong analytics to translate insights into improvements.
• Experience leading change and process improvements.
• Collaborative leadership across multiple teams.

Responsibilities

• Lead the customer experience strategy and embed customer focus across the business.
• Drive operational excellence across customer care, pricing, delivery and enquiries.
• Improve service channels (phone, email, web, chat, social).
• Lead customer feedback programs (NPS and metrics).
• Influence transformation initiatives and business improvement projects.
• Coach and develop team leaders and emerging leaders.
• Promote accountability, collaboration and service excellence.
• Demonstrate visible leadership in health, safety and wellbeing.

Skills

Customer experience leadership

Contact centre operations

Team building

Analytical thinking

Job description

Customer Experience Manager

NZ Safety Blackwoods is looking for an experienced Customer Experience Manager to join our team based in Wiri, Manukau. This is a key leadership role focused on shaping and delivering a seamless, best-in-industry customer experience across every touchpoint.

You will lead our inbound Customer Experience function, including the Customer Care and Product Specialist teams, and play a critical role in driving service performance, customer satisfaction and continuous improvement across the business.

About the role

As the voice of the customer, you will work closely with teams across NZ Safety Blackwoods to understand customer needs, strengthen service standards and deliver practical improvements that make it easier for customers to do business with us.

• Lead the customer experience strategy and embed customer-focused thinking across the business


• Drive operational excellence across customer care, product support, pricing, delivery and account enquiries


• Improve service channels, including phone, email, web, chat and social media


• Lead customer feedback and satisfaction programmes, including NPS and other key customer metrics


• Influence business improvement projects and customer-focused transformation initiatives


• Coach, develop and support team leaders and emerging leaders


• Promote a culture of accountability, collaboration, continuous improvement and service excellence


• Demonstrate visible leadership in health, safety and wellbeing

About you

You are a confident and customer-focused leader who brings strong experience in contact centre, customer experience, service operations or customer support environments.

• At least 5+ years’ experience leading customer experience, contact centre, service operations or customer support teams


• A proven track record of building high-performing teams and improving service outcomes


• Strong analytical skills, with the ability to use customer insights, feedback and performance metrics to guide decisions


• Experience leading change, improving processes and delivering measurable improvements


• A collaborative leadership style, with the ability to influence across teams and functions


• A genuine passion for creating exceptional customer experiences and developing people

What’s in it for you?

• Flexible working policy


• Great company culture and supportive team environment


• Senior incentive offered on top of base salary


• Free on-site staff parking

Ready to take the next step?

If you are a customer-focused leader who is passionate about creating exceptional customer experiences, developing high-performing teams and driving meaningful business improvement, we would love to hear from you.

Join NZ Safety Blackwoods and play a key role in shaping how we support and serve customers across New Zealand. Bring your leadership, innovation and customer-centric mindset to a business committed to helping customers operate safely, efficiently and productively.

Apply now with your CV and a cover letter outlining your experience and what excites you about this opportunity.

At NZ Safety Blackwoods, we value diversity, inclusion and growth. We welcome applications from talented individuals who are ready to make a positive impact on our customers, our people and our business.