Experienced Customer Experience Manager – Auckland Leadership Role
At arenaflex, we're dedicated to empowering small businesses to thrive and grow. Our mission is to revolutionize the way businesses operate by automating routine tasks, surfacing actionable insights, and connecting businesses with the right data, advisors, and apps. As a leader in our industry, we're committed to building a stronger economy that can change the world.
We're now seeking an exceptional Customer Experience Manager to lead our Auckland CX teams and drive world-class service across customer outcomes, people, operations, and alignment against our CX strategy. If you're a seasoned leader with a passion for delivering exceptional customer experiences, we want to hear from you.
About the Role
As our ideal candidate, you'll be responsible for leading a high-performing team of CX professionals, driving operational excellence, and ensuring seamless execution of our CX strategy. You'll empower and motivate your team to deliver outstanding customer experiences, while fostering a culture of engagement, innovation, and continuous improvement.
Key Responsibilities
* Lead and develop a high-performing team of CX professionals, focusing on building a culture of excellence, innovation, and continuous improvement.
* Drive operational excellence across our CX teams, ensuring seamless execution of our CX strategy and delivering exceptional customer outcomes.
* Collaborate closely with our global CX leadership team to ensure alignment, cohesion, and strategic execution.
* Establish and refine leadership and operating frameworks related to success measures, absence management, high-performance standards, experience excellence, quality, and compliance.
* Manage capacity plan inputs and collaborate with our Talent Experience team to hire top CX talent, ensuring our workforce planning strategy is executed effectively.
* Act as a strong change ambassador, ensuring CX change is successfully adopted and understood, advocating for people, customer, and operational needs.
* Serve as the escalation point for aggrieved customers and support regional stakeholders on customer-related issues, ensuring effective resolution and mitigation plans are implemented for underperformance.
What You'll Bring
* Proven experience managing a team of people across multiple functions, ideally in a complex, fast-paced customer support environment.
* Success in operational leadership, driving improved customer outcomes across multiple channels and enquiry types.
* Ability to stretch the capability of a dynamic leadership team, especially in a high-change environment.
* Strong leadership and motivational skills, with the ability to build and maintain effective relationships regionally and globally.
* Operational excellence, seamless execution, and strong business acumen are critical within a support environment.
* Excellent organizational and time management skills, complemented by sound judgment, initiative, self-management, and flexibility.
* Diligence and a commitment to following through and resolving problems are key attributes, along with excellent communication skills.
* Innovative mindset, demonstrating the ability to think outside the box, design for scalability and flexibility, and foster a strong growth and development mindset.
Why Join arenaflex?
At arenaflex, we're committed to creating a workplace that's as amazing as our products. We offer a range of benefits that reflect our human values, including:
* Very generous paid leave to use however you'd like (plus statutory holidays!)
* Dedicated paid leave to care for your physical and mental wellbeing
* An Employee Assistance Program to access mental health care for you and your family
* Free medical insurance
* Wellbeing and sports programmes
* Employee resource groups
* 26 weeks of paid parental leave for primary caregivers
* An Employee Share Plan
* Beautiful offices
* Flexible working
* Career development opportunities
If you're a passionate and experienced leader who's committed to delivering exceptional customer experiences, we want to hear from you. Apply now to join our arenaflex team and be part of our mission to change the world.
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Join Our arenaflex Team
At arenaflex, we're dedicated to empowering small businesses to thrive and grow. Our mission is to revolutionize the way businesses operate by automating routine tasks, surfacing actionable insights, and connecting businesses with the right data, advisors, and apps.
About the Role
As our ideal candidate, you'll be responsible for leading a high-performing team of CX professionals, driving operational excellence, and ensuring seamless execution of our CX strategy.
Key Responsibilities
- Lead and develop a high-performing team of CX professionals, focusing on building a culture of excellence, innovation, and continuous improvement.
- Drive operational excellence across our CX teams, ensuring seamless execution of our CX strategy and delivering exceptional customer outcomes.
- Collaborate closely with our global CX leadership team to ensure alignment, cohesion, and strategic execution.
- Establish and refine leadership and operating frameworks related to success measures, absence management, high-performance standards, experience excellence, quality, and compliance.
- Manage capacity plan inputs and collaborate with our Talent Experience team to hire top CX talent, ensuring our workforce planning strategy is executed effectively.
- Act as a strong change ambassador, ensuring CX change is successfully adopted and understood, advocating for people, customer, and operational needs.
- Serve as the escalation point for aggrieved customers and support regional stakeholders on customer-related issues, ensuring effective resolution and mitigation plans are implemented for underperformance.
What You'll Bring
- Proven experience managing a team of people across multiple functions, ideally in a complex, fast-paced customer support environment.
- Success in operational leadership, driving improved customer outcomes across multiple channels and enquiry types.
- Ability to stretch the capability of a dynamic leadership team, especially in a high-change environment.
- Strong leadership and motivational skills, with the ability to build and maintain effective relationships regionally and globally.
- Operational excellence, seamless execution, and strong business acumen are critical within a support environment.
- Excellent organizational and time management skills, complemented by sound judgment, initiative, self-management, and flexibility.
- Diligence and a commitment to following through and resolving problems are key attributes, along with excellent communication skills.
- Innovative mindset, demonstrating the ability to think outside the box, design for scalability and flexibility, and foster a strong growth and development mindset.
Why Join arenaflex?
At arenaflex, we're committed to creating a workplace that's as amazing as our products. We offer a range of benefits that reflect our human values, including:
- Very generous paid leave to use however you'd like (plus statutory holidays!)
- Dedicated paid leave to care for your physical and mental wellbeing
- An Employee Assistance Program to access mental health care for you and your family
- Free medical insurance
- Wellbeing and sports programmes
- Employee resource groups
- 26 weeks of paid parental leave for primary caregivers
- An Employee Share Plan
- Beautiful offices
- Flexible working
- Career development opportunities
If you're a passionate and experienced leader who's committed to delivering exceptional customer experiences, we want to hear from you. Apply now to join our arenaflex team and be part of our mission to change the world.
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