Customer Experience Manager@ Auckland Airport

2 weeks ago

Auckland City, New Zealand LS Travel Retail Full time

**As we prepare to move to a single operator model for the Duty Free Operations at Auckland Airport, we are looking to bolster our teams with like minded professionals with an interest in growing their career with a global leader, with a local heartbeat.**

We are looking for an energetic, independent and enthusiastic leader for a brand-new Customer Experience Manager to form part of our Leaning & Development team.

This role will provide leadership to our teams to drive and deliver excellence in service and customer experience leading to financial and customer satisfaction goals. You will act as our specialist in selling strategies and have a great ability to mentor and coach teams to deliver memorable service experiences.

**The role**:

- Ensures that each touchpoint of the customer journey is engaging and memorable
- Promote and develop and foster a customer centric culture based on Excellence
- Uses data to constantly improve the customer experience
- Partners with Store Management to identify training needs
- Sets the standards and expectations of all Customer Service Ambassadors
- Provides leadership, development and coaching to support the service culture
- Design and deliver in-house training/coaching
- Monitor individual & team incentive programs
- Maintain and update database for staff development program/succession planning
- Solid experience in a similar retail training role
- High work ethic and can do attitude
- Certificate in Training & Assessment or similar
- Previous experience developing & conducting training programs focusing on customer service & selling skills
- Ability to work with staff at all levels
- Excellent presentation, communication and interpersonal skills
- Strong stakeholder management and relationship building skills
- Proficiency in MS Word, Excel and PowerPoint
- Excellent time management skills
- A high level of initiative and flexibility

**We can offer you**:

- An opportunity to work in our stores in a dynamic airport environment
- Car parking that is free
- Development opportunities through our Better Together program and initiatives
- Generous employee discount across our Network
- Wellbeing leave and free EAP

**Lagardère AWPL is the Pacific region's largest and most experienced Travel Retail operator. **We are globally enabled through the backing of Lagardère Travel Retail, and our passionate teams across Australia, New Zealand and Noumea are empowered to execute locally for our customers and landlord partners. Lagardère AWPL operates over 150 stores and we are the only operator in the region able to offer our customers and partners unique experiences across four distinct business lines; Travel Essentials, Speciality, Duty Free & Luxury and Food Service.

Our friendly teams are committed, enthusiastic and share a passion for delivering unparalleled customer service in retail & hospitality driven by our core values of **Excellence | Adventure | Respect.

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