Customer Experience Manager – Tribe (New Zealand) Limited

About The Role
This newly created role is tasked with developing and implementing a customer relationship strategy to help improve and develop excellent customer experience.
This role therefore requires an experienced Customer Experience Manager to help identify and implement a customer service strategy which will result in seamless and consistent customer experience from acquisition right throughout the customer journey. This role will work cross functionally with sales, operations, marketing, finance, and the local branches. The key to your success will have you be responsible for the following:

Technology implementation:
Digitalisation of the customer life cycle
Scoping and implementation of a new CRM which will result it transparency in activity and being able to report on sales and customer service activity
Develop and implement KPI’s for the customer service team and work alongside the National Sales Manager to establish KPI’s for the sales team
Customer Strategy:
Map the current customer journey and identify opportunities to be more proactive
Initiate improvement initiatives which will result in customer retention and reduction of customer churn
Develop and define customer segmentation strategy and opportunities for improvement

People Management:
Lead and develop national contact centre strategy to ensure there is consistency with service levels across the different branches which can be achieved through coaching at all levels
Working alongside the National Sales Manager to implement and develop best practice sales cycle and customer retention program

About You
You will have proven experience in taking teams through change and have a passion for technology, reporting and implementing best practice within a customer service and sales environment.
In addition to this, we also look for:
8+ years of Management experience in customer service
Management experience in a contact centre environment (inbound and outbound) and understand the importance of implementing reporting and KPI’s
Strong communication skills with the ability to build strong relationships with key stakeholders and influence
A Tertiary level qualification in Marketing or Business
A strong analytical mind and systems experience
Proven experience implementing and driving improvement initiatives

About The Company
At the heart of this company is a great team culture and a relentless commitment to preserve New Zealand’s natural beauty. They offer a range of solutions that optimise sustainability and constantly innovate to develop new solutions to meet the individual needs of their customers. They have long been recognised as being amongst New Zealand’s most environmentally responsible.
This organisation are currently based on Onehunga and will be moving to Ellerslie towards the end of the year.

Or if you would like more information on this vacancy please contact Lidya Paljk on 0226188339 or
To apply for this vacancy you MUST be a New Zealand citizen or resident.