Customer Experience Manager

7 days ago

Auckland, Auckland, New Zealand Xero Full time

Our Purpose
At 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 impact:

In this role, you'll be responsible for leading the Australia 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 ensure strong connection and cohesion into the CX global support model. You'll act as a key point of contact and representative for CX across the Australian business.
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 Customer Experience Managers in New Zealand to create alignment and operational cohesion, ensuring the right level of consistency with the global support model
Collaborate and participate as a member of the senior global CX leadership team ensuring alignment and execution across the CX Strategy, key communications are cascaded in a timely manner, and all teams are operating within a robust operational framework which optimises the customer experience
AU CX actively contributes to the achievement of the CX Objectives and Key Results (OKRs)
Ensure the AU CX Team executes against the global workforce planning strategy by meeting the required inputs of the capacity plan (hiring, performance, shrinkage, attrition)
Be a strong change ambassador, ensuring CX change is successfully adopted and well understood
Advocate for needs across people, customer and operations
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 Xero?
Offering very generous paid leave to use however you'd like (plus statutory holidays), dedicated paid leave to care for your physical and mental wellbeing as well as an Employee Assistance Program to access mental health care for you and your family, health insurance, life insurance, and income protection, wellbeing and sports programmes, employee resource groups, 26 weeks of paid parental leave for primary caregivers, an Employee Share Plan, beautiful offices, flexible working, career development, and many other benefits that reflect our human value, you'll do the best work of your life at Xero.

  • Customer Experience Manager

    3 days ago

    Auckland, Auckland, New Zealand Corpay Technologies Full time

    About the Position:We are seeking a highly skilled and experienced Customer Experience Manager to join our team at Corpay Technologies.In this role, you will be responsible for delivering exceptional customer experiences, ensuring seamless onboarding and adoption of our services.You will also be responsible for resolving customer queries and issues on first...

  • Customer Experience Manager

    1 day ago

    Auckland, Auckland, New Zealand Cotton On Group Full time

    Customer Experience Manager - Northern RegionCotton On Group is a global fashion and lifestyle brand that creates everyday products to make everyday experiences better. We empower people to look, feel and be the best version of themselves.We believe in celebrating diversity and inclusivity because we believe self-expression is for everyone. Our goal is to...

  • Customer Experience Manager

    1 day ago

    Auckland, Auckland, New Zealand Das Group Full time

    About Us  The Das Group is a leading provider of legal solutions. Our people are at the heart of everything we do, and we encourage them to work flexibly and achieve a work-life balance that suits them.Role Requirements  As a Customer Relations Advisor, you will be responsible for managing customer complaints, delivering exceptional customer experiences,...

  • Customer Experience Manager

    6 days ago

    Auckland, Auckland, New Zealand Suntory Beverage & Food France Full time

    Our VisionSuntory Beverage & Food France aims to craft a brighter future with our customers, partners, and community. We are committed to delivering exceptional service and building long-lasting relationships.About the RoleThis onsite position is integral to managing our communication channels and ensuring our clients receive top-notch support as we...

  • Customer Experience Manager

    2 days ago

    Auckland, Auckland, New Zealand Smiggle UK Ltd Full time

    Smiggle UK Ltd is a vibrant retailer offering a wide range of colourful, fun, fashion-forward stationery products that delight kids and parents alike.About The RoleWe are seeking a highly motivated and results-driven Retail Sales Manager to join our team at Albany and drive sales growth through effective store operations and innovative marketing...

  • Xero Customer Experience Manager

    7 days ago

    Auckland, Auckland, New Zealand Xero Full time

    About Our RoleXero is seeking an experienced Customer Success (CS) People Lead to join our Customer Experience (CX) function. The ideal candidate will have a proven track record in driving customer retention and satisfaction, with a strong background in leadership and team management.This is a unique opportunity to work closely with cross-functional teams...

  • Customer Experience Manager

    4 days ago

    Auckland, Auckland, New Zealand Langham Hospitality Group Full time

    About Langham Hospitality GroupA leader in the hospitality industry, we are a family of distinctive brands including The Langham Hotels and Resorts, Cordis Hotels and Resorts, Eaton Workshop and Ying'nFlo. With over 40 hotels and residences in operation or development, our global footprint extends across Asia, Europe, North America, Australasia and the...

  • Senior Customer Experience Manager

    3 hours ago

    Auckland, Auckland, New Zealand Wm Full time

    Company OverviewAt WM New Zealand Ltd, we are pioneers in innovative waste management solutions. With the largest composter and commercial electric fleet in NZ, our goal is to make Aotearoa a cleaner and greener place.About the RoleThis exciting opportunity involves leading a high-performing customer services team of 10, ensuring smooth operations while...

  • Customer Experience Manager

    1 day ago

    Auckland, Auckland, New Zealand Suntory Group Full time

    About Suntory OceaniaSuntory Oceania is a new multi-beverage partnership between Suntory Global Spirits and Suntory Beverage & Food. We are underpinned by quality, craftsmanship and a strong sense of purpose.Our market-leading portfolio will have over 40 brands, including Jim Beam and Maker's Mark Bourbon, Hibiki Japanese Whisky, Canadian Club Whisky, V...

  • Customer Experience Operations Manager

    7 days ago

    Auckland, Auckland, New Zealand CIN7 Ltd. Full time

    Job DescriptionCIN7 Ltd. is a fast-growing global software company that provides solutions for modern-day product sellers.We help these sellers keep track of their inventory at scale, and assist them in selling their products across multiple sales channels worldwide.This role involves managing and optimizing the Zendesk platform to support customer service...

  • Senior Customer Experience Manager

    4 days ago

    Auckland, Auckland, New Zealand DHL Express Full time

    About the RoleWe are seeking an experienced Senior Customer Experience Manager to lead our Key Accounts team and ensure exceptional service delivery to our top customers. As a key member of our leadership team, you will play a critical role in driving customer satisfaction and loyalty.

  • Customer Experience Manager

    3 days ago

    Auckland, Auckland, New Zealand Australia and New Zealand Banking Group Limited Full time

    We are seeking a highly skilled Banking Consultant to join our team at Australia and New Zealand Banking Group Limited. As a key member of our team, you will play a critical role in delivering exceptional customer experiences and driving business results.About the RoleIn this role, you will have the opportunity to:Develop and maintain strong relationships...

  • Customer Experience Director

    5 days ago

    Auckland, Auckland, New Zealand Southern Cross Travel Insurance Full time

    At Southern Cross Travel Insurance, we are committed to delivering exceptional customer experiences. To achieve this goal, we are seeking a strategic leader who can shape and execute our customer experience strategy.This newly created role will oversee the entire customer journey, ensuring that every touchpoint is optimised to deliver satisfaction. The ideal...

  • Cadillac Sales and Customer Experience Manager

    3 days ago

    Auckland, Auckland, New Zealand General Motors of Canada Full time

    Job DescriptionOur Cadillac Experience Centre in Auckland is seeking an experienced Sales and Customer Experience Manager to join our team. This role is responsible for driving the growth of the Cadillac brand while managing the overall retail performance of the operation.You will oversee the day-to-day site operations, supporting and working with broader...

  • Head of Customer Experience

    3 weeks ago

    Auckland, Auckland, New Zealand Southern Cross Travel Insurance Full time

    Join to apply for the Head of Customer Experience role at Southern Cross Travel Insurance.Southern Cross Travel Insurance (SCTI) is a proud member of the Southern Cross whānau, shining brightly in the market in both New Zealand and Australia. We're incredibly proud to be the market leader and it's an exciting time to join the beating heart of the business...

  • Customer Experience Lead

    3 days ago

    Auckland, Auckland, New Zealand The Baby Bunting group Full time

    We're looking for a Customer Experience Lead to join our team at The Baby Bunting group. In this role, you'll be responsible for delivering exceptional customer experiences across our retail stores. This includes fostering genuine relationships with customers, demonstrating product features and benefits, and maintaining a high level of customer...

  • Customer Experience Strategist

    7 days ago

    Auckland, Auckland, New Zealand ASB Bank Full time

    Customer Experience Owner/Product OwnerASB Bank seeks a highly skilled professional to own customer experience and product development, driving process transformation and automation. The ideal candidate has a strong background in product ownership or transformation, BPM/automation, or financial industries.You'll be responsible for building and maintaining a...

  • Customer Experience Lead

    3 days ago

    Auckland, Auckland, New Zealand DataMasque Full time

    About the RoleWe are seeking an experienced Customer Success Manager to lead the charge in driving enterprise growth and product adoption. This individual will guide customers through onboarding and implementations, ensure seamless experiences, and coordinate support tickets as needed.The ideal candidate will possess technical understanding of enterprise IT...

  • Onboarding Manager

    3 days ago

    Auckland, Auckland, New Zealand Generate KiwiSaver Scheme Full time

    At Generate KiwiSaver Scheme, we pride ourselves on providing excellent customer service and creating a seamless experience for our new members. We are looking for a skilled Client Relationship Manager - Onboarding to join our dynamic Onboarding team.The successful candidate will play a vital role in ensuring our members receive the best possible service...

  • Experience Manager

    1 day ago

    Auckland, Auckland, New Zealand Trade Me Limited Full time

    We are a global company proud to dedicate ourselves to meeting customer needs by offering a wide variety of vehicles and services. At Hertz, we put people first, drive change, and strive to win together.About the RoleAs a Sales and Support Team Member, you will be responsible for providing exceptional customer service and sales services to internal and...