Customer Services Manager

Aotearoa New Zealand Association of Social Workers; Auckland; On-site; NZD 65,000 - 90,000; Full time

Job summary

JJ Management in Auckland is seeking a proactive Customer Service Manager to own service standards and day-to-day customer operations across our brands.

You will develop and embed policies, supervise staff, and work with partners to lift service and sales performance, ensuring a high-quality customer experience.

Experience in customer service, retail operations or team leadership in travel retail is highly regarded; strong communication and people-management skills are essential.

Qualifications

• Proven experience in a customer service, retail operations or team-leadership role (duty-free, travel retail or multi-brand environment highly regarded).
• Strong people-management skills — you can coach, set standards and hold the team to them.
• Organised, commercially aware and able to link service delivery to sales performance.

Responsibilities

• Develop, review and implement customer service policies, procedures and service standards across an allocated portfolio of brands and categories.
• Manage and monitor day-to-day customer service operations and related sales performance to ensure efficient, consistent and high-quality service delivery.
• Supervise, motivate, coach and develop staff, and assist with recruitment, training, product knowledge, on-boarding and customer service development.
• Monitor customer feedback, enquiries and complaints, and implement appropriate service improvements to enhance customer satisfaction and the overall customer experience.
• Coordinate after-sales customer service in conjunction with Lagardère Travel Retail management, including product enquiries, returns, exchanges and other customer support matters.
• Liaise with customers, brand partners, internal teams and other relevant stakeholders to resolve customer issues and support customer service and operational requirements.
• Monitor customer service and sales performance, provide recommendations for sales and promotional planning, and coordinate agreed initiatives to improve service delivery and overall business performance.

Job description

About us

JJ Management is a dynamic and innovative retail agency committed to delivering exceptional customer experiences through our brands and services. We pride ourselves on providing high-quality products and outstanding service to our diverse customer base. Our team is passionate about creating memorable interactions with customers and building lasting relationships that enhance brand loyalty and satisfaction.

J Management Ltd is a New Zealand sales agency that supplies and manages brand ambassador and sales teams for leading spirits and lifestyle brands in duty-free retail at Auckland International Airport. We work closely with brand partners and Retailers to deliver a consistent, high-quality customer experience.

We are looking for a Customer Service Manager to own service standards and day-to-day customer operations across an allocated portfolio of brands and categories.

The role

You will develop and embed customer service standards, lead the team on the floor, and work with retail management and brand partners to resolve issues and lift both service and sales performance.

Key duties and responsibilities

Develop, review and implement customer service policies, procedures and service standards across an allocated portfolio of brands and categories.

Manage and monitor day-to-day customer service operations and related sales performance to ensure efficient, consistent and high-quality service delivery.

Supervise, motivate, coach and develop staff, and assist with recruitment, training, product knowledge, on-boarding and customer service development.

Monitor customer feedback, enquiries and complaints, and implement appropriate service improvements to enhance customer satisfaction and the overall customer experience.

Coordinate after-sales customer service in conjunction with Lagardère Travel Retail management, including product enquiries, returns, exchanges and other customer support matters.

Liaise with customers, brand partners, internal teams and other relevant stakeholders to resolve customer issues and support customer service and operational requirements.

Monitor customer service and sales performance, provide recommendations for sales and promotional planning, and coordinate agreed initiatives to improve service delivery and overall business performance.

About you

Proven experience in a customer service, retail operations or team-leadership role (duty-free, travel retail or multi-brand environment highly regarded).

Strong people-management skills — you can coach, set standards and hold the team to them.

Comfortable working with brand partners, airport/retail operators and internal stakeholders.

Clear communicator who can turn feedback and complaints into practical improvements.

Organised, commercially aware and able to link service delivery to sales performance.

Auckland CBD, Auckland, NZ