National Customer Success Manager

This is a pivotal national leadership role based in Auckland with a clear mandate: take our customer experience from great to exceptional. Youll lead from the front evolving our service culture embedding customerfirst thinking across the business and making sure our customers not only stay with us but grow with us.

What youll do

• Lead a team which serves as the primary point of customer service providing exceptional support and guidance throughout their journey with our products or services.
• Evolve the function to proactively identify and address customer needs concerns and opportunities for improvement collaborating with crossfunctional teams to deliver tailored solutions.
• Develop and implement customer success strategies and engagement plans to maximise customer value and adoption.   
• Analyse customer data and feedback to identify trends opportunities and areas for improvement and lead or coordinate the opportunities and improvements.
• Bring AI and innovation to life by implementing smart omnichannel customer experiences that evolve with our business and our customers.
• Collaborate with sales dispatch operations marketing finance and credit teams to ensure seamless customer experiences and alignment with business objectives.
• Represent the voice of the customer within the organisation advocating for their needs and driving continuous improvement.
• Conduct regular customer health checks reviews and business reviews to monitor customer satisfaction and identify potential risks or opportunities.

Qualifications :

What were looking for

• 15 years experience leading largescale customer service operations ideally across a distributed national team.
• Proven ability to lead teams through complex change embedding new processes technologies and ways of thinking.
• A background in midtolarge servicebased organisations where youve led at a senior management level and delivered commercial outcomes.
• Demonstrated experience with digital customer platforms AI projects and customer experience tech that boosts performance.
• A culturefirst leader who sets the standards for development and coaching for success.
• Strong grasp of customer journey mapping and experience design always keeping the customer at the heart of everything.
• A collaborator by nature someone who can align performance across regional managers and work crossfunctionally with ease.
• Excellent interpersonal and persuasive skills with a track record of influencing across all levels of an organisation.
• A complianceminded operator who understands the importance of process discipline monitoring and continuous improvement.
• Tertiary qualifications in business or a related discipline (or equivalent experience).
• A confident planner and organiser who thrives in a fastpaced environment and leads by example.
• A communicator who connects verbally and in writing with clarity confidence and empathy.
• A resilient adaptable team player who handles pressure with a calm head and a cando attitude.
• A safetyconscious professional who understands risk and what it means for frontline service delivery.
• Willingness to travel across New Zealand as needed
• Bonus points if you understand the waste management industry but not essential well teach you.

Additional Information :

Why Youll Love Working with Us

Because were a business that genuinely cares. About our people our customers and doing things the right way. Were on a journey to raise the bar and were looking for someone whos ready to leave their mark.

We believe in growth youll have plenty of opportunities to develop your skills and advance in your career. You can also enjoy company perks like an onsite caf free parking and discounts with Southern Cross Health Insurance.

If youre ready to lead change empower people and build meaningful customer relationships at a national level we want to hear from you.

Remote Work :

No

Employment Type :

Fulltime