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CX, Sales, Marketing & Communications

Customer Experience Manager

Job Title: Customer Experience Manager
Contract Type: Permanent Recruitment
Location: Auckland
Specialisation:
REF: BRLCXW112846
Contact Email: carren.walker-raos@beyond.co.nz
Job Published: 21 days ago
  • City Fringe
  • New role
  • Competitive salary package

Customer Experience Manager

Our client is keen to bring on board a Customer Experience (CX) Manager into this new role. The organisation is passionate about the customer across all their channels from store, support, networks to service.

This is your chance to be part of, and contribute to, making a key difference in the customer journey and to be the voice of the customer in this new role. The role will focus on 3 key areas including:

  • The physical network and all touchpoints with the customer, both internal and external
  • The human element – how the business interacts with the customer from sales, support to service
  • Digital – the many touchpoints and channels of customer interaction
  • Your role will be to lead, build and create the voice of customer strategy optimising feedback and engagement

Key to your success will be:

  • Develop the CX function for the organisation from strategy, roadmaps and business plans
  • Engage closely with the organisation’s network (stores, independents, service centres) to champion the customer, create 5-star experience and customer hospitality standards alongside measures of success
  • Reporting to the GM Customer you will engage across the wider leadership team and the business. You will also get involved in the employee experience and work on improvements

Where will your experience come from?

We would be keen to speak with you if you hold a similar role or maybe you are looking for the next step up and really understand Customer journey and VOC strategies. You understand that 80% of companies know that CX will be their primary differentiator. You will be keen to make a difference and take the business on a new path.

You will be reporting to the GM Customer – a passionate customer advocate and a great person to work for.

You will be a strong influencer, people orientated, enthusiastic, a natural networker and presenter. You will have evidence of omni-channel CX with strong digital competencies.

The organisation is an NZ company with strong global links. They have a huge focus on sustainability and people values.

Keen to hear more, please apply to Carren Walker-Raos with a cover letter and CV or get in touch by calling 021 761 636 for a confidential conversation.

Job Reference # 112846