Customer Experience Transformation Lead

Pwc New Zealand; Auckland; On-site; NZD 48,000 - 55,000; Full time

Job summary

PwC New Zealand in Auckland is seeking a Client Relations Manager to build and maintain long-term relationships with clients, ensuring satisfaction with company products and services, and supporting business growth through effective account management and client engagement strategies.

You will develop client service policies, manage key customers, liaise with production, warehouse, logistics and sales teams to ensure delivery of agreed customer solutions and maintain accurate client records and

Qualifications

• Diploma or Degree in Business, Management, Marketing, Communications, Education Management, or related field.
• Minimum 3 years of experience in client relationship management or similar role.
• Strong communication, interpersonal, negotiation and conflict-resolution skills.
• Strong organisational and problem-solving skills with ability to manage multiple priorities.

Responsibilities

• Develop and maintain long-term relationships with clients and key customers.
• Oversee client service operations, including inquiries, orders, feedback and complaints.
• Coordinate with internal teams to ensure delivery of customer solutions.
• Monitor service performance and implement improvements.

Skills

Client relationship management

Customer service management

Communication skills

Negotiation

Conflict resolution

Education

Diploma or Degree in Business, Management, Marketing, Communications, Education Management, or related field

Job description

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Primary address of work: Auckland
Vacancy number: 1
Employment type: Permanent full time
Minimum hours per week: 30 Hours
Maximum hours per week: 40 Hours
Minimum hourly rate (low salary range): $35/hour
Maximum hourly rate (high salary range): $40/hour

Company Overview

Excellent opportunity to join a successful and well-established Auckland based trading company andbecome a part of a great team.

Job Summary

The Client Relations Manager is responsible for building and maintaining long-term relationships with clients, ensuring satisfaction with company products and services, and supporting business growth through effective account management and client engagement strategies.

Key Responsibilities

• Develop and implement client service policies, procedures and standards to ensure consistent and high-quality customer service across the business.
• Manage and maintain strong relationships with key customers, distributors, wholesalers, retailers and other business clients.
• Oversee client service operations, including customer enquiries, orders, service requests, feedback and complaints.
• Liaise with production, warehouse, logistics and sales teams to ensure customer requirements, order specifications and delivery expectations are effectively communicated and fulfilled.
• Monitor customer service performance and implement improvements to enhance service quality, customer satisfaction and client retention.
• Manage and resolve escalated customer complaints relating to products, orders, deliveries and service issues, ensuring appropriate investigation and follow-up.
• Develop and maintain procedures for collecting, reviewing and responding to customer feedback.
• Analyse customer feedback, service performance and client relationship data, and prepare reports and recommendations for senior management.
• Establish customer service standards and monitor the performance of client-facing staff to ensure consistent and professional service delivery.
• Provide guidance and training to client-facing staff on customer service standards, communication procedures, complaint handling and client relationship management.
• Coordinate with internal departments to resolve customer issues and ensure timely and effective delivery of agreed customer solutions.
• Maintain and ensure client records, communications, agreements and service documentation are accurate and up to date.
• Identify opportunities to improve customer service processes and strengthen long-term relationships with key clients.
• Participate in client meetings and service reviews to understand customer requirements and address service performance issues.
• Ensure client service activities comply with company policies, food industry requirements, privacy obligations and relevant regulatory standards.

Job requirement: applicant must meet following requirement to apply for this job

• Diploma or Degree in Business, Management, Marketing, Communications, Education Management, or a related field.OR
• Minimum 3 years of experience in client relationship management, customer service management, account management, or a similar client-focused role.
• Demonstrated ability to monitor service quality, analyse client feedback, and implement service improvement initiatives.
• Experience in supervising, guiding, or training client-facing staff to maintain consistent service standards.
• Strong communication, interpersonal, negotiation, and conflict-resolution skills.
• Strong organisational and problem-solving skills, with the ability to manage multiple priorities and client matters effectively.

Primary address of work: Auckland
Vacancy number: 1
Employment type: Permanent full time
Minimum hours per week: 30 Hours
Maximum hours per week: 40 Hours
Minimum hourly rate (low salary range): $35/hour
Maximum hourly rate (high salary range): $40/hour

Company Overview

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