Customer Experience Manager

What We Need

Corpay is currently looking to hire a Customer Experience Manager for a maternity leave cover up to 12 months within our ANZ Operations division. This position falls under our Customer Experience (CX) line of business and is based in our Ellerslie office. In this role, you'll be responsible for ensuring consistently high levels of customer service across all customer touchpoints. You'll lead and enable the Customer Experience Team through strong people leadership, operational oversight, and continuous improvement. The Customer Experience Manager makes sure the team is equipped with the right tools, knowledge, processes, and training to deliver an excellent customer experience, while meeting service-level expectations and supporting business growth. You will report directly to the Customer Services Director and regularly collaborate with the sales, credit, marketing, and product teams.

How We Work

As the Customer Experience Manager, you will be expected to work in a hybrid (3 days in office/2 days from home) environment. Corpay will set you up for success by providing:

• Workspace in Ellerslie office
• Company-issued equipment
• Formal, hands-on training

Role Responsibilities

The responsibilities of the role will include:

• Support Team Leaders and front-line staff through changes in products, features, and pricing by facilitating smooth transitions with training of front-line staff. Facilitating continued development of Team Leader's.
• Own and manage the induction process for new staff, ensuring they are trained in service excellence practices and company standards.
• Maintain regular reporting on performance and manage delivery of team KPI's both within the New Zealand team and the Outsourced Servicing Team.
• Own and maintain key servicing artifacts such as the Servicing and Product Knowledge Base, and servicing templates. Ensure these resources are up-to-date and accessible.
• Assist with UAT for customer service tools and processes, ensuring the team has the right resources and systems to meet customer needs
• Support delivery of Servicing initiatives via consultation or project management
• Undertake other duties and projects as required by the Customer Services Director

Qualifications & Skills

• 5+ years' experience in customer service, with at least 2 years in a senior managerial role
• Demonstrated ability to use data and reporting to drive performance and improvement
• Excellent communication, coaching, and stakeholder management skills
• Previous experience in the fuel card or similar B2B industry is also a plus.
• Experience with tools such as Zingtree, Salesforce, CRM systems, and knowledge bases
• Experience working with or managing outsourced/offshore service teams

Our Company & Purpose

Corpay is a global leader in business payments, laser focused on developing smarter ways for businesses to pay their expenses.  Since 2000, Corpay has developed innovative digital solutions that help businesses better track, manage, and pay their expenses. Today, Corpay is an S&P 500 company with hundreds of thousands of customers using our products in over 200 countries. Companies of all sizes, industries and geographies rely on our product portfolio to manage spending more quickly, efficiently and securely than ever before.

We embrace a culture grounded in five key values: integrity, collaboration, innovation, execution and people.  These values offer you the opportunity to 'thrive & grow' through career development, volunteer, community, and wellness initiatives. This allows you to create a balance between professional goals and personal achievement.

Corpay is also committed to building and nurturing a culture of diversity, inclusion, equality, and belonging by:

• Welcoming people of different backgrounds, cultures, ethnicities, genders, and sexual orientations;
• Empowering our people to share their experiences and ideas through open forums and individual conversations; and
• Valuing each person's unique perspectives and individual contributions.

Embracing diversity enables our people to "make the difference" as Corpay and its more than 8,000 employees continue to shape the future of global payments.

Equal Opportunity Employer

Corpay is an Equal Opportunity Employer. Corpay provides equal employment opportunities to all employees and applicants without regard to race, color, gender (including pregnancy), religion, national origin, ancestry, disability, age, sexual orientation, gender identity or expression, marital status, language, ancestry, genetic information, veteran and/or military status or any other group status protected by federal or local law. If you require reasonable accommodation for the application and/or interview process, please notify a representative of the Human Resources Department.