Customer Experience Manager

About the role

The Customer Experience Manager will lead our Customer Service and Sales Support functions, shaping how we interact with clients and continuously improving the overall experience. This new leadership position offers significant autonomy to design processes and drive change. The role is based on‑site in Palmerston North Central and is primarily full‑time, with flexibility for reduced or adaptable hours.

Key responsibilities

• Define and implement strategies to enhance customer service quality and sales support efficiency.
• Lead, coach and develop a team of customer service representatives.
• Analyse customer feedback and operational data to identify improvement opportunities.
• Collaborate with other departments to ensure a seamless end‑to‑end customer journey.
• Monitor performance metrics and report on service outcomes.

Required profile

• Proven experience in managing customer service or contact‑centre teams.
• Strong leadership abilities with a track record of driving process improvements.
• Excellent communication and stakeholder‑management skills.
• Ability to work on‑site and adapt to flexible working hours as needed.

Required skills

What we offer

• Competitive salary ranging from $70,000 to $100,000 per year, dependent on experience.
• Full‑time position with the possibility of reduced or flexible hours.
• Opportunity to shape a key function within a growing company.