Customer Experience Manager

This role with is a well-established, national organisation as Customer Experience Manager; leading a small, high-performing customer service team and take ownership of customer escalations, service delivery performance, and continuous improvement.
This role suits someone who thrives at the junction of operations, customer service, and data. You’ll be hands-on, solution-focused, and confident leading a team while also rolling up your sleeves to fix problems, refine processes, and improve the way customers experience the business.

What You’ll Do
You’ll be the go-to person for performance insights, customer escalations, and service improvement. Expect a mix of analysis, leadership, and customer engagement.

Key responsibilities:

• Lead a small team of Customer Service Specialists, coaching, developing, and lifting performance
• Manage escalations, exceptions, returns, and service issues through to resolution
• Monitor dashboards and service data to spot trends, issues, and improvement opportunities
• Lead monthly customer performance meetings and ensure cross-functional follow-through
• Create, maintain, and improve customer-specific SOPs and service processes
• Collaborate closely with operations, transport, sales, billing, and IT
• Drive continuous improvement initiatives to reduce tickets, improve SLAs, and streamline workflows
• Own service performance reporting and customer satisfaction outcomes

We’re looking for someone who has already operated in a similar environment and can step in with confidence.

You’ll succeed here if you have:

• 5+ years in customer service leadership, CX, service delivery, or account management
• Experience managing a small team (2–10 people)
• Strong analytical ability with hands-on experience using dashboards, reports, and CRM tools
• Proven experience improving processes, fixing recurring service issues, and reducing escalations
• Experience working closely with operations, logistics, transport, or a B2B service environment
• Excellent communication skills, calmness under pressure, and a customer-first mindset
• Strong organisational skills and comfort juggling multiple moving pieces

Bonus points if you’ve worked in:

• Logistics
• Supply chain
• Warehousing
• FMCG
• Commercial B2B service environments

Why This Role Is Worth Your Time

• High impact, visible role across the organisation
• Real influence on customer outcomes
• Supportive leadership and autonomy to improve processes
• Competitive salary: $105,000 – $115,000 + KiwiSaver
• Genuine career development in a stable, growing business

If you’re a sharp, calm, customer-focused operator who can lead a small team, fix problems fast, and lift service performance, we want to hear from you!
Apply now with your CV and we’ll be in touch.