Internal Communications (Marketing & Communications) We are seeking a highly experienced and proven Senior Customer Experience Lead to join our dynamic team. This role is crucial for driving exceptional customer service and creating memorable customer interactions that align with our brand's values and business objectives. The ideal candidate will have a track record of success in enhancing customer satisfaction and loyalty through innovative strategies and effective leadership. Key Responsibilities: Develop and implement comprehensive customer experience strategies that enhance satisfaction, loyalty, and advocacy. Lead and manage a customer experience team, setting clear goals, providing ongoing training, and encouraging a culture of excellence and continuous improvement. Collaborate with cross-functional teams, including marketing, sales, product, and operations, to ensure a cohesive customer journey that exceeds expectations. Analyse customer feedback, behaviour, and market trends to identify opportunities for improvement and innovation. Design and oversee the execution of customer engagement programs, including loyalty initiatives, customer feedback loops, and personalised customer interactions. Manage key customer relationships and participate in strategic discussions to improve product offerings and services. Establish and monitor key performance indicators (KPIs) related to customer experience, reporting regularly to senior management on progress and impact. Drive the digital transformation of customer services to enhance accessibility and personalisation. Ensure compliance with all legal, regulatory, and ethical guidelines related to customer engagement and data handling. Qualifications: Minimum of 8 years of experience in customer experience, customer service, or related field, with at least 5 years in a leadership role. Proven track record of developing and implementing successful customer experience strategies. Strong leadership skills with the ability to motivate and drive team performance. Excellent analytical skills to derive insights from data and implement actionable solutions. Superior communication and interpersonal skills, capable of working effectively across all levels of an organisation. Experience with CRM software and digital analytics tools. Adaptive to changing environments and capable of handling multiple priorities. What We Offer: Competitive salary and comprehensive benefits package. Opportunities for professional development and career advancement. A vibrant, inclusive, and supportive workplace culture. Flexible working arrangements to balance professional and personal life. Your application will include the following questions: Which of the following statements best describes your right to work in New Zealand? Report this job advert Don't provide your bank or credit card details when applying for jobs. #J-18808-Ljbffr
