Customer Experience Manager

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 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.

Your application will include the following questions:

• Which of the following statements best describes your right to work in New Zealand?
• What's your expected annual base salary?
• How much notice are you required to give your current employer?
• How many years' experience do you have as a Customer Service Leader?