Customer Experience Manager

Wesfarmers; Manurewa; On-site; NZD 130,000 - 180,000; Full time

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.

Skills

Leadership

Customer experience

Contact centre

Analytics

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

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.

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.