Head of Customer Experience

4 days ago

Auckland, Auckland, New Zealand Rentokil Pest Control South Africa Full time

Rentokil Initial is seeking a dynamic and experienced Head of Customer Experience to lead our customer service function in New Zealand and Fiji. This senior leadership role is responsible for driving the strategic direction, operations, and performance of our customer service team, ensuring exceptional customer experiences across all channels.

Key Responsibilities:

  • Develop and execute the customer service strategy aligned with company goals.
  • Lead and manage the customer service team, setting performance targets and KPIs.
  • Collaborate with senior leadership to integrate customer service initiatives into broader business strategies.
  • Champion a customer-first mindset across the organization, ensuring a positive, seamless experience across all touchpoints (e.g., phone, email, social media, in-person).
  • Oversee the development and implementation of customer service policies and procedures.
  • Build, lead, and inspire a high-performing customer service team, ensuring team alignment with departmental goals.
  • Analyze and optimize customer service workflows to maximize efficiency, reduce costs and improve service quality.
  • Use data analytics to identify opportunities for improvement in service delivery and customer satisfaction.
  • Work closely with the Pacific Marketing team, Pacific Operational Excellence team, and NZ Head of Sales
  • Manage the NZ/Fiji Marketing A&P budget.
  • Work closely with the Marketing team to map, analyze, and continually optimize the end-to-end customer journey across all touchpoints.
  • Develop and implement robust protocols to manage and resolve customer service crises effectively, ensuring quick resolution with minimal disruption to the customer experience.
  • Any other activities, as requested by the Managing Director to support the business

Qualifications & Experience:

  • 5+ years of experience in a similar customer service leadership role.
  • Sound financial sense and analytical skills.
  • Multi-level planning and execution skills.
  • Strong interpersonal and communication skills.
  • Ability to work under pressure and multi-task.
  • Service industry experience preferred.
  • University degree in business or finance preferred.

Competencies:

To be successful in this role, it requires a high degree of interpersonal skills to cohesively build business relationships with relevant stakeholders internally and externally. The candidate must be able to deliver effective communications to all levels of the organisation and manage by influence to achieve lasting change outcomes across the business. The candidate must be goal orientated, possess a strong analytical capability and be able to prioritize effort to deliver results despite a constant stream of demands.

Please note that applicants must have the right to live and work permanently or long-term in New Zealand.

If you'd like to be considered for this position and are ready to take your career to the next level we want to hear from you Apply now

Applications close Monday 28th March.

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