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Customer Experience Director

3 weeks ago

Auckland, Auckland, New Zealand Rentokil Initial Full time

**Job Overview:**

Rentokil Initial is seeking a dynamic and experienced leader to drive the strategic direction, operations, and performance of our customer service function in New Zealand and Fiji.

This senior leadership role is responsible for 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.

**Qualifications & Experience:

The ideal candidate will have 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, and 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, deliver effective communications to all levels of the organisation, manage by influence to achieve lasting change outcomes across the business, and prioritize effort to deliver results despite a constant stream of demands.