Customer Retention & Engagement Specialist

HOME Recruitment; Auckland; Hybrid; NZD 60,000 - 80,000; Full time

Job summary

HOME Recruitment is seeking a Customer Retention & Engagement Specialist to join a growing consumer brand with food at its heart in Auckland. This hands-on role focuses on connecting with customers, building relationships and keeping them engaged and satisfied with the product experience.

You'll contact customers, respond to queries, and use insights to improve the customer journey. Hybrid work with office and home days, Sundays from 12pm-6pm as described.

Qualifications

• Warmth and personable communication when talking to customers.
• Strong customer focus with clear problem-solving abilities.
• Organisation and attention to detail across multiple systems.

Responsibilities

• Connect with customers, including those who have cancelled or not ordered recently.
• Build relationships with loyal customers and gather feedback.
• Keep customers engaged via personalised calls, texts and emails.
• Identify customer needs and opportunities to improve experience.
• Resolve delivery issues and other customer concerns.

Skills

Warm communication

Customer-focused

Organised

Problem-solving

Independent worker

Interest in food

Job description

Customer Retention & Engagement Specialist

We're looking for a people-focused Customer Retention & Engagement Specialist to join a growing consumer brand with food at its heart. The product is market-leading, the flavours are inspired, and the team is all about creating great experiences that keep customers coming back for more. This is a hands-on role for someone who genuinely enjoys talking to people, building relationships and making a difference to their experience. You'll connect with existing customers, check in with those who've gone quiet and find out how you can help them get the most out of the product. From having a friendly conversation to sorting out a delivery issue, you'll play an important role in keeping customers happy, engaged and feeling valued.

What you'll be doing

• Connecting with customers: Reach out to members who've cancelled or haven't ordered in a while to understand what's changed and see how you can help.
• Building relationships: Check in with loyal customers, listen to their feedback and make sure they're getting the most out of the product.
• Keeping customers engaged: Use personalised calls, texts and emails to stay connected and give customers a reason to keep coming back.
• Understanding customer needs: Listen to feedback, ask the right questions and identify opportunities to improve the customer experience.
• Sorting out problems: Investigate customer concerns, work through delivery issues and find practical solutions.
• Looking after customer queries: Help customers with questions and make sure they receive friendly, timely support.
• Using customer insights: Work with customer information and internal reports to identify who might need a check-in and where you can make the biggest difference.
• Keeping on top of the details: Maintain accurate records and work closely with the wider team to share feedback and improve the overall experience.

About you

• Warm, personable and genuinely enjoys connecting with people over the phone.
• Customer-focused, with strong communication and problem-solving skills.
• Organised, detail-oriented and confident juggling multiple systems and priorities.
• Proactive, comfortable working independently and always happy to help the wider team.
• A genuine interest in food and being part of a high-performing team.

Experience in customer service, customer experience, account management, customer retention or a similar people-focused role would be a great fit.

Working arrangement

• Hybrid, with a mix of office and work-from-home days.
• Hours: A Sunday shift from home, generally every second or third week, working approximately 12pm-6pm. On these weeks you will have the Friday before off