Client Experience Manager

About the role

As Client Experience Manager, you will lead our client-facing remote team and be responsible for creating exceptional experiences across every stage of the customer journey. This position is based on site at our Wine Care export warehouse in Māngere, Auckland with monthly travel required to the bay of plenty for regular check-ins with your work-from-home team members.

Key responsibilities

• Lead and develop a high-performing Client Experience team
• Design and implement customer experience initiatives that improve satisfaction and loyalty
• Analyse client feedback, performance metrics and trends to identify opportunities for improvement
• Work closely with our Logistics Experience Manager and team to ensure a seamless end-to-end customer journey
• Champion the use of technology, automation and AI to improve efficiency and enhance client outcomes
• Manage complex client issues and resolve escalations with professionalism and care
• Develop team capability through coaching, training and performance leadership
• Contribute to strategic planning, innovation initiatives and company-wide growth objectives
• Drive a positive workplace culture by ensuring the Client Experience team's safety in their individual work-from-home environments, aligned with the company H&S policies and procedures
• Take responsibility for outcomes, set clear ownership of tasks, and trust team members to execute with guidance as needed

About you

• 5 to 8 years' experience in customer experience, account management, customer success or service leadership
• A proven ability to build and maintain strong client relationships and deliver commercial outcomes with B2B customers and multiple stakeholders
• Strong people leadership and coaching skills with a proven track record in managing, training and mentoring teams, including performance appraisals, setting and monitoring performance targets and performance management if needed
• Excellent communication (verbal and written); this is a key connecting role within the business that relies on proactive and effective communication skills
• A passion for continuous improvement and process optimisation
• Experience using CRM, customer service, analytics or business systems
• Confidence interpreting customer data and turning insights into action
• A solutions-focused mindset with the initiative to identify opportunities and drive change
• A tertiary qualification in Business, Marketing, Commerce, Communications, Supply Chain, or a related discipline. Equivalent industry experience and demonstrated success will also be considered

About us

Wine Collective Direct empowers New Zealand wineries to grow beyond borders through direct-to-consumer export sales, eCommerce and shipping solutions, enabling enriching experiences for our partners and their customers worldwide.

Benefits

• Be part of a growing, innovative New Zealand business with global reach
• Help shape the future of customer experience in a specialist industry
• Work directly with premium wine producers and international markets
• Lead meaningful change through technology, innovation and customer-centric thinking
• Join a collaborative leadership team where your ideas and initiative are valued
• Enjoy the opportunity to influence strategy while maintaining a hands-on connection with clients and your team