Head of Customer Strategy

4 weeks ago


Auckland City, New Zealand Ports of Auckland Full time

Port of Auckland is part of the special character of our city and plays a vital role in our economy, delivering the things we need and enjoy. Nearly three-quarters of the port's inbound cargo stays within the Auckland and Upper Waikato region. Our location on Auckland's doorstep means the delivery of goods is quick, the cost of goods is low, and we are focusing on reducing our carbon footprint to become a sustainable Port.

We at the Port of Auckland are on an exciting journey towards fostering a customer-centric culture across our organisation. To lead this charge, we're seeking a dynamic and experienced professional to join us as our **Head of Customer Strategy**. In this role, you will be instrumental in shaping and executing customer-centric initiatives that directly impact the success of the Port.

**ABOUT THE ROLE | Te tūranga mahi**

As the Head of Customer Strategy, you will report directly to the General Manager - Commercial and become a vital member of the Port Senior Leadership Team.

Your responsibilities will encompass:

- Develop and implement a comprehensive Customer Experience strategy aligned with our goal of customer-centricity and the Port Behaviours.
- Devise strategies to enhance customer engagement, satisfaction, and retention through personalised communication and initiatives.
- Regularly communicate with senior leadership and stakeholders to provide updates on customer experience initiatives and challenges.
- Utilise customer feedback, data analytics, and market research to gain insights into customer needs and drive continuous improvement.
- Design and deliver initiatives that cultivate customer advocacy and trust.
- Collaborate with cross-functional teams to optimise processes and workflows, improving the overall customer journey and operational efficiency.
- Collaborate with cross-functional teams to implement and imbed technology solutions that enhance the customer experience, including CRM systems and self-service tools.
- Establish key performance indicators (KPIs) to track the effectiveness of customer experience initiatives and ensure compliance with regulations and quality standards.

**ABOUT YOU | Ko wai koe**
- 5 - 7 years of experience in Customer Experience and Strategy Management or related roles with a proven track record of driving customer satisfaction and loyalty.
- Experience setting customer strategy and executing across the business.
- Expertise in change management demonstrated by exceptional communication and interpersonal skills, leadership, and the capability to influence stakeholders at all levels of the organisation.
- Skilled in direct customer interactions, adept at negotiating contracts, and experienced in engaging with customers at a senior level.
- Thrives in collaboration, displays courage, and excels as a team player.
- A data driven mindset with proven experience in customer insights and performance metrics.
- Proficiency in CRM and other technology platforms (MS Office Suite).

**OUR BENEFITS | Ngā Painga**

**(T&C's apply)**

Our employee benefits and perks include:

- Free onsite parking, annual flu shot, confidential counselling and support services
- Free internal shuttle service to public transport hubs
- Opportunity to participate in the 5th week annual leave programme
- 15 days wellbeing (sick) leave per annum
- Career progression opportunities
- Flexible working, hours and remote
- Access to an onsite café, gym, and physiotherapist
- Access to discounts at retailers across the city

We pride ourselves on being a great place to work and consider all employees part of the port whānau.

**'Kia Kaha, Kia Maia. 'Give of your best, be confident in your ability'**
- Reference #- 5266- Posted on- 09 May 2024- Expertise- Commercial / Account Management, Strategy & Supply Chain- Work type(s)- Full time- Work arrangement- Permanent



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