Job Description
At arenaflex, we're dedicated to empowering businesses to thrive in a rapidly changing world. Our mission is to provide innovative solutions that streamline routine tasks, uncover actionable insights, and connect businesses with the right data, advisors, and apps. By doing so, we're not only enhancing the lives of small business owners but also contributing to a stronger economy that can drive positive change. We're now seeking an exceptional Customer Experience Manager to lead our Auckland CX teams, driving world-class service across customer outcomes, people, operations, and alignment against our CX strategy. As a key member of our team, you'll be responsible for empowering and motivating your teams to deliver outstanding experiences and performance, while ensuring our customers receive exceptional support. **Job Summary:** As a Customer Experience Manager at arenaflex, you'll be accountable for a portfolio of CX operational delivery in New Zealand, ensuring strong connection and cohesion into our global support model. You'll lead the Auckland CX teams, driving word-class service across customer outcomes, people, operations, and alignment against the CX strategy. Your primary focus will be on uplifting the capability of the leadership team, ensuring direct reports create high-performance cultures and drive staff engagement connected to the CX strategy. **Key Responsibilities:** * Uplift the capability of the leadership team through effective development and coaching, ensuring direct reports create high-performance cultures and drive staff engagement connected to the CX strategy. * Accountability for the operational execution of a CX portfolio, ensuring functional teams across all three NZ CX sites are aligned on priorities, communications, and processes, delivering seamless operational outcomes. * Strong collaboration with the other New Zealand Customer Experience Manager to create ANZ alignment and operational cohesion, and with the senior global CX leadership team for strategic execution and timely communication. * Establish and refine leadership and operating frameworks related to success measures, absence management, high-performance standards, experience excellence, quality, and compliance. * Ensure the leadership team executes the global workforce planning strategy by managing capacity plan inputs, and collaborating effectively with the Talent Experience team to hire top CX talent. * Act as a strong change ambassador, ensuring CX change is successfully adopted and understood, advocating for people, customer, and operational needs, and anchoring team rhythms in customer-centric outcomes. * Serve as the escalation point for aggrieved customers and support regional stakeholders on customer-related issues, with all people or customer-related issues managed or escalated for effective resolution. * Consistently achieve results and implement mitigation plans for underperformance, while fostering effective relationships across the global CX Leadership Team and serving as a senior ambassador for CX values and the global support model. **What You'll Bring:** * Prior experience managing a team of people across multiple functions, ideally in a complex, fast-paced customer support environment. * Proven 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. * Leadership and motivation skills to lead team members at multiple levels, alongside building and maintaining effective relationships regionally and globally. * Operational excellence, seamless execution, and strong business acumen 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, 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 work environment that supports the well-being and growth of our employees. Some of the benefits we offer include: * 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 * And many other benefits that reflect our human value If you're a motivated and experienced leader who is passionate about delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity. Join our team at arenaflex and be part of a dynamic and innovative organization that's shaping the future of business. Apply for this job