Customer Operations Manager

DX Mail; Auckland; On-site; NZD 90,000 - 130,000; Full time

Job summary

DX Mail is seeking a Customer Operations Manager in Auckland to lead a small BRM team and coordinate moving parts across Sales, Onboarding, Operations, and Finance. You’ll own the rhythm of customer relationships, onboarding, and continuous improvement of processes to ensure on-time commitments.

You’ll manage a proactive, collaborative approach, leverage HubSpot effectively, and build strong long-term customer relationships while safeguarding confidential information.

Qualifications

• Experience leading a small customer-facing team.
• Proven ability to coordinate across multiple internal teams.
• Strong organisational and communication skills.
• Experience using CRM systems, preferably HubSpot.
• Ability to manage confidential information.

Responsibilities

• Lead, support and develop the BRM team to proactively manage customer portfolios.
• Maintain visibility of upcoming work, priorities, deadlines and dependencies.
• Coordinate across Sales, Onboarding, Operations, Production, Data and Finance to keep commitments on track.
• Onboard new customers and ensure smooth transition into ongoing account management.
• Drive effective use of HubSpot, ensuring accurate customer data and actions.
• Identify customer risks early and bring the right people together to resolve them.
• Foster proactive relationships and identify opportunities to better support customers.
• Improve processes and ways of working as the business evolves.
• Handle sensitive information with appropriate confidentiality and discretion.

Skills

People management

Coordination

CRM experience

HubSpot experience

Relationship management

Communication

Organised and proactive

Tools

HubSpot CRM

Job description

Jora New Zealand will close on 9th September 2026. Thank you for being with us, we are cheering you on as you continue your career journey.

Lead a small customer relationship team | Coordinate the moving pieces | Make a new role your own

We're looking for a highly organised, proactive Customer Operations Manager to lead our Business Relationship Manager (BRM) team and help us deliver an exceptional experience for our customers.

This is a newly created role within a business experiencing growth and change. You'll be the conduit between our customers, BRMs and internal teams - making sure everyone has visibility of what's coming, responsibilities are clear, and potential issues are picked up before they become problems.

It's a role for someone who loves bringing structure to moving parts, builds great relationships and gets genuine satisfaction from making things run well.

The role

Reporting to our National Sales Manager and leading a small team of BRMs, you'll take ownership of the rhythm and coordination behind our existing customer relationships.

You'll:

• Lead, support and develop our BRM team, helping them manage their customer portfolios proactively.
• Keep visibility across upcoming customer work, priorities, deadlines and dependencies.
• Coordinate across Sales, Onboarding, Operations, Production, Data and Finance to keep customer commitments on track.
• Play a key role in onboarding new customers and ensuring a smooth transition into ongoing account management.
• Drive effective use of HubSpot, keeping customer information, activity and actions accurate and visible.
• Help identify customer risks and issues early and bring the right people together to resolve them.
• Support strong, proactive customer relationships and identify opportunities to better support existing customers.
• Help improve processes and ways of working as the business continues to evolve.
• Handle sensitive customer and commercial information with appropriate confidentiality and discretion.

About you

You'll be someone who is naturally organised and proactive - you see what needs to happen, connect the dots and follow things through.

You'll also bring:

• People management experience and the ability to get the best from a small team.
• Excellent coordination and organisational skills.
• Strong attention to detail and follow-through.
• Top-tier relationship and communication skills.
• Confidence working across different teams and priorities.
• The ability to pivot when circumstances change without losing sight of what needs to be delivered.
• Experience using CRM systems, with HubSpot experience a bonus!
• Sound judgement and a high level of discretion when dealing with confidential information.
• A collaborative, positive and solutions-focused approach.

You don't need to be the person who does everything yourself. You'll be good at working out what needs to happen, who needs to be involved, and making sure it gets done.

Why this role?

This is an opportunity to step into a newly created position and help shape how we manage and coordinate our customer relationships.

The foundations and objectives are clear, but there is room to bring your own experience, ideas and ways of working as the role becomes established.

If you're a capable people leader and exceptional coordinator who enjoys customers, relationships and keeping multiple moving pieces on track, we'd love to hear from you.

Come and join us…

Applicants for this position should have NZ residency or a valid NZ work visa.

Dataprint is committed to ensuring a safe and healthy work environment. We are also part of the Freightways Group. Therefore, you will be required to pass a drug test and MOJ security check. We will require evidence at the pre-employment stage of our recruitment process.