Customer Experience Manager

My client is a beloved household name in New Zealand, supporting and inspiring Kiwi DIYers and tradies for 50 years! This NZ-owned and operated company puts their customers at the heart of every decision and has been voted NZ’s most trusted home improvement brand repeatedly!

Want a leadership role where you're on the floor with your team and customers? We're looking for a hands-on leader to join the team. 

You'll spend most of your time out in the store, moving between teams, keeping operations running smoothly, spotting and fixing process breaks, and coaching people. The rest of your time is in the retail operations office, handling customer feedback, online orders, repair follow-ups, and rostering.

About the role:

• Lead, coach and develop a team of 15-20 retail team members
• Keep the floor running smoothly and step in where it matters
• Coordinate lane coverage, queue management and break schedules to meet service levels
• Oversee front-end presentation, signage, ticketing and promo activity
• Train your team on loss prevention procedures, de-escalation and evidence standards, and uphold health and safety
• Action customer feedback and deliver great aftercare
• Build team engagement and attendance through support and communication
• Work with a leadership team that is committed to succession planning and developing its people
• This role is 45 hours per week, Tuesday to Saturday

About you

• You have proven experience leading people, not just processes or tasks
• You have a background in fast-paced retail, such as supermarkets or big box retail
• You are a natural people person who connects easily with all ages and personalities
• You are a confident decision-maker with sound judgement, who knows when to escalate
• You are organised, detail-focused and able to re-prioritise quickly during peak periods
• You are comfortable with rostering tools, and can easily work your way around systems
• You have a positive, proactive attitude and a passion for team culture

**Benefits:**On offer here is a clear development pathway, backed by a leadership team focused on growing its people. If you want a role where you can grow your leadership skills and make a real difference to people and customers, I'd love to hear from you.

To apply:
Contact Josie Chilman, Recruitment Specialist on (021) 259 2459 259 2459) or apply now and I will be in touch.