Customer Experience Manager

How you’ll make an impact:

In this role, you’ll be responsible for leading one half of the New Zealand Customer Experience (CX) team, driving word class service across customer outcomes, people, operations, and alignment against the CX strategy.

You’ll empower and motivate the teams to deliver on both experience and performance expectations and ensure that these teams are highly engaged and our customers are incredibly well supported.

You’ll be accountable for a portfolio of CX operational delivery for NZ, and ensure strong connection and cohesion into the CX global support model.

What you'll do:

Uplift the capability of your leadership team through effective ongoing development and coaching
Ensure your direct reports are creating high performance cultures within their teams
Build staff engagement across all teams, ensuring all teams understand their purpose and feel connected with the CX strategy
Establish and refine leadership and operating frameworks as identified (success measures, absence management, high performance standards, experience excellence, quality and high compliance environment)
Collaborate strongly with the other Customer Experience Manager in New Zealand to create alignment and operational cohesion, ensuring the right level of consistency with the global support model
Be accountable for a CX portfolio of operational execution, ensuring these functional teams are in alignment across priorities, key communications, process and execution across all three NZ CX sites, together with connection into the global team
Foster effective relationships with global the CX Leadership Team, Managers, People Leads, and Seniors to ensure close collaboration and alignment of goals

What you'll bring:

Prior experience managing a leadership team, ideally in a complex, fast paced customer support environment
Proven success in operational leadership, driving improved customer outcomes across multiple channels and enquiry types
Ability to stretch the capability of a dynamic leadership team in a high change environment
Ability to build and maintain effective relationships at a regional and global level
Designing for scalability and flexibility
Growth and development mindset

Why ABC

Our collaborative and inclusive culture is one we’re immensely proud of. We know that a diverse workforce is a strength that enables businesses, including ours, to better understand and serve customers, attract top talent and innovate successfully. At ABC we embrace diversity and inclusion and value a #challenge mindset.

Research has shown that women and underrepresented groups are less likely to apply to jobs unless they meet every single competency or experience. If you are excited about this role, but your past experience doesn't align perfectly, we encourage you to apply anyway. You could be just the right person for this role and ABC. If you have any support or access requirements, we encourage you to advise us at time of application and throughout the interview process.

ABC is an NZ Immigration Accredited Employer and Rainbow Tick certified too.