Customer Experience Manager

2 weeks ago


Auckland City, New Zealand Xero Full time

Xero is a beautiful, easy-to-use platform that helps small businesses and their accounting and bookkeeping advisors grow and thrive.

At Xero, our purpose is to make life better for people in small business, their advisors, and communities around the world. This purpose sits at the centre of everything we do. We support our people to do the best work of their lives so that they can help small businesses succeed through better tools, information and connections. Because when they succeed they make a difference, and when millions of small businesses are making a difference, the world is a more beautiful place.

We’re looking for a passionate and inspiring leader to join the NZ Customer Experience team at Xero to help us create world class support experiences for Xero customers and an environment for our people to thrive in.

**How you’ll make an impact**:
As the Customer Experience Manager, you will be responsible for leading our Customer Experience team in Auckland, the largest of our three NZ sites. You will be responsible for driving engagement throughout the team, supporting a high performance culture, and ensuring the delivery of world class experiences for our customers.

**What you'll do**:

- Lead, mentor & organise a team of exceptionally talented and driven People Leads
- 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)
- Ensure the CX Team executes against the global workforce planning strategy by meeting the required inputs of the capacity plan (hiring, performance, shrinkage, attrition)
- Ensure team frameworks and operating rhythms are anchored by customer centric outcomes, and drive enhanced customer satisfaction
- Foster effective relationships with CXLT, Managers, People Leads, and Seniors to ensure close collaboration and alignment of goals
- Be a senior ambassador for CX, role modeling our values and CX strategy

**What you'll bring**:

- Solid experience in leading leaders within a customer environment
- Genuine passion for customers and how we continue to deliver world class service
- Able to ensure your direct reports are delivering high performance cultures and driving customer excellence in line with the wider business
- Exposure to developing talent and resource planning, as we plan for growth
- Have a natural flair in building an amazing culture across teams, as well as relationship engagement across sites
- Ability to adapt to constant change and not afraid to be innovative and a problem solver
- Collaborative working style to work alongside the other CX Manager (NZ) and the wider global CX leadership team to ensure all CX teams are driving and delivering against our strategy whilst maximising the customer experience

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 Xero we embrace diversity and inclusion and value a #challenge mindset.

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


  • Experience Leader

    2 weeks ago


    Auckland City, New Zealand GrowPro Experience Full time

    **About us** We are GrowPro Experience, an international Startup that designs experiences and offers free advice to adventurous souls who want to live, study, and work abroad. **Your functions** - Welcoming students in local coworking (includes airport pick up service) - Negotiation with local partners (related to events and destination activities) -...


  • Auckland City, New Zealand FUJIFILM Full time

    Permanent, full-time position - Excellent staff benefits - Internationally renowned and global industry-leading company **About FUJIFILM Business Innovation** FUJIFILM Business Innovation is committed to offering innovation to businesses globally to help maximize their organizational strengths. As a USD$9 billion enterprise with approximately 40,000...


  • Auckland City, New Zealand Infinitas Full time

    Sit on National Leadership Team - Opportunity to deliver on a wide range of digital projects - A global business with a "small business" feel and culture We have a unique opportunity with one of New Zealand’s most well-known organisations to develop and execute the customer experience strategy. The company has a fantastic, purpose-led culture and is a...


  • Auckland City, New Zealand FREEDOM Furniture Full time

    Who we are Take a seat at Freedom, the home of innovation, empowerment, and opportunity. For more than 40 years, we've continued to deliver on our promise: to make beautiful things for the home available to everyone. Our company is about our people, so honesty, transparency and recognition are at the heart of how we work. Spend your day inspired to grow,...


  • Auckland City, New Zealand Cisco Systems Full time

    Join Cisco's Customer Experience (CX) team and be a part of an exciting transformation! We're reshaping our CX Operating Model to deliver more personalized, proactive, and predictive interactions. As a key player in this journey, focus on value creation for customers across the whole portfolio of products, software, and services. You will help customers...


  • Auckland, Auckland, New Zealand Gentrack Full time

    About This OpportunityGentrack is seeking a highly experienced Service Delivery Manager to lead our Managed Services team. As a key member of our global organization, you'll be responsible for delivering exceptional customer service and exceeding contractual SLAs for a portfolio of customers.You'll bring your extensive experience in operations or customer...


  • Auckland, Auckland, New Zealand JACOBS DOUWE EGBERTS Full time

    Company OverviewJACOBS DOUWE EGBERTS is a leading coffee company that prides itself on delivering exceptional customer experiences.Job DescriptionWe are seeking a highly skilled Customer Services Manager to lead our Supply Chain team in Auckland. The successful candidate will be responsible for leading and supporting a team of 5 Customer Relations...


  • Auckland, Auckland, New Zealand Musterrecruit Full time

    Join our team at Musterrecruit as a Service Advisor in Central Auckland! We're seeking a highly skilled professional to deliver exceptional customer experiences and ensure the success of our portfolio.We're looking for an experienced Service Advisor with a strong background in aftersales practices, excellent communication skills, and the ability to manage...


  • Auckland, Auckland, New Zealand Talent Full time

    Job SummaryTalent is seeking an experienced Customer Experience Manager to lead the design and maintenance of our product delivery roadmap. The successful candidate will collaborate with cross-functional teams to roll out Salesforce to all business units and manage vendor relationships. You will engage with stakeholders to understand current practices and...


  • Auckland, Auckland, New Zealand Transpower New Zealand Limited (TPNZ) Full time

    Required Skills and QualificationsWe are seeking an experienced Office Administrator with a passion for delivering exceptional customer service and organisational skills. The successful candidate will have:Previous experience in an administrative/co-ordination/office support or concierge type role.Proficiency with the Microsoft Office suite, including Word,...


  • Auckland, Auckland, New Zealand Auckland Council Full time

    About the RoleWe are seeking a highly organised and customer-focused professional to manage and fulfil bookings for our exciting experiences.This is a permanent full-time position of 40 hours per week, Monday to Friday with some weekends and public holidays required from time to time. The position reports directly to the Venue Operations and Events...


  • Auckland, Auckland, New Zealand Auckland Council Full time

    Job DescriptionWe are seeking a highly skilled and experienced Customer Support Lead to join our team at Auckland Council. In this role, you will lead day-to-day operations of your team, including performance management, personal development, and training.You will work closely with our Team Leader Customer Support to develop and implement strategies to...


  • Auckland, Auckland, New Zealand Bendon Group Full time

    Bendon Group: Empowering Women Through Personalized ServiceOur MissionWe aim to transform lives and empower women by providing exceptional customer experiences. Our commitment to inclusivity, diversity, and personalized service sets us apart in the industry.The Assistant Store Manager RoleWe're seeking a passionate individual who shares our values and is...


  • Auckland City, New Zealand FleetPartners Full time

    **Who we are**: FleetPartners Group is an ASX 300 listed financial services, vehicle management, and employee benefits company. We are an organisation where 98% of all team members believe that their manager genuinely cares about their well-being and feels valued. We also help everyday Australians to maximise their salary by administering employee benefit...


  • Auckland, Auckland, New Zealand Startops Full time

    Job DescriptionWe are seeking a Fashion Sales Associate to join our Auckland store. As a key member of our retail team, you will be responsible for delivering an authentic customer experience to achieve sales targets.The successful candidate will possess strong communication and time management skills to effectively manage their responsibilities. An...


  • Auckland City, New Zealand FleetPartners Full time

    **Who we are**: FleetPartners Group is an ASX 300 listed financial services, vehicle management, and employee benefits company. We are an organisation where 98% of all team members believe that their manager genuinely cares about their well-being and feels valued. We also help everyday Australians to maximise their salary by administering employee benefit...


  • Auckland, Auckland, New Zealand Tradify Full time

    Job DescriptionAs a Customer Success Manager (ANZ), you will be responsible for leading the ANZ Customer Success Team to achieve key performance indicators related to customer activation, retention, and revenue growth. This includes developing and implementing effective retention strategies, collaborating with cross-functional teams, and monitoring customer...


  • Auckland, Auckland, New Zealand TC-804 TAROCASH ST LUKES, SHOP S219 WESTFILE ST LUKES, AUCKLAND NZ, Auckland, New Zealand Part time

    At TC-804 TAROCASH ST LUKES, SHOP S219 WESTFILE ST LUKES, AUCKLAND NZ, we're on the lookout for a skilled Customer Experience Manager to join our team.The ideal candidate will be passionate about menswear and dedicated to providing an exceptional customer experience to every shopper who walks through our doors.You'll have a proven track record of exceeding...


  • Auckland City, New Zealand Auckland Transport Full time

    How are we going to deliver easy and safe journeys for a growing and vibrant Auckland? By innovating and focusing on exceptional customer experiences! We are looking for a dynamic Customer Experience Data and Information Manager to lead the team responsible for ensuring our customers have the information they need to travel confidently around Tāmaki...


  • Auckland, Auckland, New Zealand Xero Full time

    Our PurposeAt Xero, we're here to help you supercharge your business. We do this by automating routine tasks, surfacing actionable insights and connecting businesses with the right data, advisors and apps. When that happens, we're not only making life better for small business, we'll be building a stronger economy that can change the world.How you'll make an...