Customer Experience Manager

Smart Pack; Pahiatua; On-site; NZD 90,000 - 120,000; Full time

Job summary

Smart Pack in Palmerston North is seeking an experienced people leader to own our Customer Service and Sales Support teams from our head office. This is a hands-on management role with day-to-day involvement and direct customer contact, aimed at delivering a better customer experience.

You'll shape how the teams work, set clear expectations, and collaborate with Sales, Operations and the wider business to improve handovers and ensure priorities stay on track.

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, confidence making decisions and the ability to have direct conversations when needed.
• A practical approach to problem solving, with a track record of seeing things through.
• Confidence using technology and data to work efficiently and make improvements, including MS Office, AI tools and business systems.

Responsibilities

• Lead our Customer Service and Sales Support teams and manage a defined customer segment.
• Help shape how we deliver a better customer experience and set clear expectations.
• Stay hands-on with day-to-day work, handle enquiries, issues and escalations when needed.
• Improve how the team works and ensure priorities are not lost between departments.
• Collaborate with Sales, Operations and the wider business to improve handovers and communication.

Skills

People leadership

People development

Decision making

Problem solving

Data-driven approach

Communication

Tools

Microsoft Office

AI tools

Business systems

Job description

Smart Pack is looking for 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 new role, so there's plenty here to make your own. We've got good people and a growing business, but we also know there are areas where clearer accountability, better processes and stronger coordination will make a real difference.

We see this as ideally a full-time role, but we're open to reduced or flexible hours for the right person. If this sounds like a great fit but full-time hours don't work for you, we still want to hear from you.

About the role:

Reporting to our Sales Director, you'll lead our Customer Service and Sales Support teams, look after a defined customer segment, and help shape how we deliver a better customer experience.

This is a hands-on management role, so while you'll be responsible for leading and developing the team, you'll also stay close to the day-to-day work, have direct contact with customers and step into enquiries, issues and escalations when needed.

You'll help set clear expectations, improve the way the team works and make sure customer priorities don't get lost between departments. You'll work closely with Sales, Operations and the wider business to improve communication and handovers, so responsibilities are clear and things get followed through.

We're not looking for someone to come in and simply keep things ticking over. We want someone who will get to know the business, see where things could work better and have the confidence to do something about it. There's plenty here to build, and we're genuinely interested in the experience and ideas you'll bring with you.

Ideally, you'll bring:

• 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, confidence making decisions and the ability to have direct conversations when needed
• A practical approach to problem solving, with a track record of seeing things through
• Confidence using technology and data to work efficiently and make improvements, including Microsoft Office, AI tools and business systems

Because this is a new role, there's plenty of room to have an impact. You'll be trusted to shape how these teams work, find better ways to understand what our customers need and introduce new ideas and approaches.

Since starting in 2015, Smart Pack has grown significantly and established itself as a leading supplier in the flexible packaging industry. We work with customers across New Zealand, Australia and beyond, with a strong focus on quality, innovation and adding value to the brands we support. We're a close-knit, energetic team who enjoy finding better ways to do things and making a difference for our customers.