Customer Experience Manager

15 hours ago

Auckland, New Zealand The Pond Full time

Do you love being surrounded by beautiful, designer homewares?
Are you looking for a role that doesn't require commuting to the Auckland CBD?
Are you ready to lead the way to world class customer satisfaction?
Then this might be the opportunity for youOn behalf of our client who is based in the Franklin District, The Pond Recruitment Agency is looking for a Customer Experience Manager who will develop and lead strategies that improve customer satisfaction, retention and loyalty.
This is a newly created position that plays a pivotal role within the organisation.As the Customer Experience Manager, you'll be responsible for overseeing and enhancing the overall customer experience across all touchpoints.
You'll need to work closely with all departments to identify how to best meet customer needs and expectations.
A team of five Customer Service Representatives will be reporting into you and look for your guidance and mentorship.
It's important that you're hands on and lead by example – even if it means making phone calls, collecting and analysing customer feedback to identify pain points and opportunities for improvement.The breakdownWe are looking for a Customer Experience Manager who comes with the following skill set:Minimum of five years in customer service with at least three years in leadershipStrong leadership and team management abilitiesProven track record of improving customer satisfaction and loyaltyAbility to analyse customer data and translate insights into actionable strategiesExperience with customer experience software and CRM systems (ideally HubSpot, NetSuite)Key responsibilities include:Developing and implementing strategies to optimise the customer journey across multiple channels (online, on the phone, etc) and ensuring a seamless and positive experience at every touchpointLeading and mentoring a team of Customer Service Representatives and other customer facing staffCollecting and analysing customer feedback through surveys, reviews and direct interactions to identify pain points and opportunities for improvementCreating detailed customer journey maps to implement relevant actionsEstablishing and tracking KPIs for customer satisfaction, retention and loyaltyActing as the point of escalation for complex customer issues, ensuring that they are resolved promptly and efficientlyAre you someone who has:A proven track record of leading teams and improving customer satisfaction and loyaltyIn-depth knowledge of customer experience principles and best practicesAbility to analyze customer data and translate insights into actionable strategiesFamiliarity with customer experience software such as HubSpot and NetSuiteAn empathetic and customer-centric mindsetPassion for continuous improvement in a fast-paced and dynamic environmentThe reward$120K per annum + KiwiSaverFree carparkAbility to shape a key role within the organisationApply todayIf this role sounds like you, apply today or email Michaela Brchlova directly on ****** with a brief summary of why you may be interested in this position.About The PondThe Pond is committed to becoming New Zealand's number one specialist recruiter in the Digital & Tech, Creative & Design, and Marketing & Sales sectors.
We focus on finding the best candidates in the local and overseas market, that last the distance and help transform our clients' businesses.
Established in 2006, The Pond is driven by a dedicated team of experienced recruiters and support team who get results for clients daily.
Our audited placement average is 4.6 years, so the people we place do stick.
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