Strategic Customer Operations Lead

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

Job summary

Jora New Zealand is seeking a highly organised, proactive Customer Operations Manager to lead our BRM team and help us deliver an exceptional customer experience. You will be the conduit between our customers, BRMs and internal teams, ensuring visibility of upcoming work and clear responsibilities.

Reporting to the National Sales Manager, you will coordinate across Sales, Onboarding, Operations, Production, Data and Finance to keep commitments on track, while enhancing relationships and

Qualifications

• Naturally organised and proactive with the ability to connect the dots and follow through.
• Experience in people management and leading a small team.
• Excellent coordination and organisational skills.
• Strong attention to detail and follow-through.
• Top-tier relationship and communication skills.
• Confidence working across teams and priorities.
• Ability to pivot when circumstances change without losing delivery.
• Experience using CRM systems; HubSpot is a bonus.

Responsibilities

• 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.

Skills

Organised & proactive

People management

Coordination

Attention to detail

Relationship & communication

Cross-functional collaboration

Discretion with confidential info

Stakeholder management

Prioritisation

Tools

HubSpot

Job description

Jora New Zealand is seeking a highly organised, proactive Customer Operations Manager to lead our BRM team and help us deliver an exceptional customer experience. You will be the conduit between our customers, BRMs and internal teams, ensuring visibility of upcoming work and clear responsibilities.

Reporting to the National Sales Manager, you will coordinate across Sales, Onboarding, Operations, Production, Data and Finance to keep commitments on track, while enhancing relationships and