Senior CX Program Lead — Hybrid

Les Mills International; New Zealand; Hybrid; NZD 120,000 - 160,000; Full time

Job summary

Les Mills International is seeking a Senior Customer Experience Lead for a 12-month fixed-term role. You will manage instructor, partner and sponsored‑athlete inquiries across channels, handling escalations and owning partnership-related support while shaping future-state processes.

You’ll work with cross‑functional teams to standardise response quality, train Tier 1 staff, and report on CX performance to drive improvements.

Qualifications

• 5+ years in customer support or customer experience, including hands-on handling of complex queries and escalations
• Experience managing cross-functional programs or projects from planning through to delivery
• Experience owning support processes, knowledge bases or service tooling
• Background in fitness, wellness, or partnership and sponsorship programs is a bonus
• Familiarity with CX and ticketing platforms and support analytics is a bonus

Responsibilities

• Personally manage and resolve instructor, partner and sponsored-athlete queries across channels, from first contact through to resolution
• Handle complex and sensitive escalations, working with the right teams to see issues through to closure
• Own partnership-related inquiries and technical support, including access, code and fulfilment issues
• Set the standard for response quality, tone and turnaround across the wider support team
• Enable Tier 1 support teams through training, playbooks and knowledge management
• Design and implement future-state support processes and a scalable operating model
• Track and report on support performance, using data and customer insight to drive improvements
• Act as the central liaison between Customer Support, Partnerships, Marketing, Digital, Technology, Operations and regional teams
• Represent the Voice of the Instructor in planning and leadership discussions, and spot operational and customer experience risks early

Skills

Customer experience

Escalation management

Cross-functional collaboration

Stakeholder influence

Process improvement

Job description

Les Mills International is seeking a Senior Customer Experience Lead for a 12-month fixed-term role. You will manage instructor, partner and sponsored‑athlete inquiries across channels, handling escalations and owning partnership-related support while shaping future-state processes.

You’ll work with cross‑functional teams to standardise response quality, train Tier 1 staff, and report on CX performance to drive improvements.