Permanent Role $85-90k
About The Role
Our client – a recognisable NZ organisation with strong global links are seeking a Customer Experience Specialist to join the team. This brand have a huge focus on sustainability and people values and are passionate about the ‘customer’ across all their channels from store, support, networks to service.
What will you be doing in this role?
Executing the CX strategy and customer intimacy programme of work following the CX strategy, principles roadmap and business plan.
Engaging closely with the network (Stores, Service Stores and Service Centres) to champion the customer, create 5-star experiences, customer hospitality standards and the evolution of the Store model. Create and foster positive relationships. Monitor and report on measures of success.
Manage the ‘5 Star Hospitality programme’, including training (in partnership with training provider), mystery shopping activity, and communications plan.
Manage the Voice of Customer programme – vendor liaison, strategy, platform administration, case management, reporting, VOC goals and increasing the number of customer listening posts.
Work closely with the Digital Specialist and digital agencies to help develop best-in-class digital experiences, creating customer connections to advance company E-Commerce goals and meet customer expectations.
Facilitate the customer voice – through research, panels, customer interviews and design workshops – to ensure the customer is represented in all projects and to help elevate customer centricity. Engage internal and external stakeholders and Associates in the experience design process.
Develop and report on Customer Experience measures of success, including attributing experience improvements to profitability and retention gains.
Identify opportunities for customer experience improvements across people, place and process and work with stakeholders to implement.
Skills
About You
This role reports to the GM Customer – a passionate customer advocate and a great person to work for, you will be supported and rewarded.
Essential: Applicants need to have a right to work in New Zealand with a valid visa and be currently present in the Country.
Apply now or get in touch with: Verity Bliss 021 196 4296 or email: [email protected]
Ref: 125083
Beyond Recruitment CX, Sales, Marketing & Communications, connecting talent with opportunities. Visit www.beyond.co.nz for more roles and information.
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