Customer Experience Team Leader
Cirtex Industries Ltd
Christchurch, Canterbury, NZ
6d ago
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Customer Experience Team Leader

Cirtex Industries Ltd Christchurch, South Island

Experienced Customer Experience Team Leader

Flexible Work location (Christchurch, Thames, Auckland)

Fast paced & dynamic workplace growth industry

Newly created role with national accountability

Competitive remuneration package + Vehicle

The Company

Our business was established in 1982 as an industrial textiles manufacturing and distribution company. Over the last 40 years, we have developed a reputation for providing top quality products to the Civil Construction and Infrastructure sectors, to residential customers and to trades nationally and now internationally.

Our brands are Cirtex Industries Ltd (New Zealand), Cirtex Industries Pty Ltd (Australia) and Strol Ltd.

It is an exciting time to join our team as whilst we are growing and embracing change, we remain a family-owned business committed to our people whilst continuing to uphold the company values established by our founders, which unify our operation and guide our behaviour and relationships.

The Role

We have been investing heavily in the Customer Experience Team at Cirtex over several months as it is recognised as critical to the success of our company.

Due to growth and business expansion, we have a created a new opportunity to not only join that team, but to lead it.

The Customer Experience Team Leader is responsible for :

  • The relentless pursuit of excellence in all aspects of the customer experience throughout the Cirtex Group;
  • Upholding and building on the traditional customer service expectations of the company’s founders;
  • Motivating, coaching, inspiring, training and directing the customer service team on the best ways and approach to consistently deliver exceptional customer service in line with the Core Values, Vision and Strategic Objectives of the business; and

    The strategic and hands-on design, development, and implementation of customer experience programs companywide that will continue to build customer loyalty, drive growth and increase company revenue.

    This role will require regular travel to other Cirtex branches in and around New Zealand, particularly during the training and onboarding process.

    Working across all brands, the successful applicant will :

    Analyse, measure and test current team processes and methodologies

    Use requisite skills to develop, design, implement and lead an ongoing programme of process innovation and continuous improvement initiatives

    Oversee, innovative and imaginate customer experience programs

    Lead the Customer Experience team; constantly striving for world class

    Create, implement and amend as necessary, task assignment / modes of operation / work procedures

    Provide consistent direction to team members, delegating / assigning tasks as necessary, managing performance / conduct / expectations

    Perform a hands-on customer service support function

    Evaluate and report on customer experience programme metrics and outcomes

    The Applicant

    We are looking for a person who naturally aligns to our company ethos. A tertiary business qualification or a Lean Six Sigma Certification (or similar) would be an advantage.

    Prior leadership experience in a Customer Experience team / Call or Contact Centre is essential, as is prior experience leading a team remotely.

    Proven experience in driving continuous improvement / overseeing, innovating and creating customer experience programs is desirable.

    An understanding of Cirtex products along with the market in which Cirtex specialises in would be an advantage.

    We will welcome your application if you believe you have what it takes to be successful in this role and you :

    Have prior leadership experience in a Customer Experience Team / Call or Contact Centre

    Have prior experience leading a team remotely

    Have proven experience in driving continuous improvement / overseeing, innovating and creating customer experience programs

    Are computer literate and a proficient user of the Microsoft Office Suite (NetSuite Experience would be an advantage)

    Are well organised with a customer focused approach

    Are an excellent communicator (written and verbal)

    Can multi-task, work across a range of projects and adhere to deadlines

    Are willing and able to travel regularly

    Possess the ability to understand and learn the products and markets of the Cirtex Group

    Can build and maintain strong, open and collaborative relationships across all levels of the business and work collaboratively with different areas of the business to achieve the desired outcomes of the role

    Your Application

    To be considered for this position, please submit your application by using the APPLY button above, and by uploading your Resume / CV and a cover letter, which includes specific detail on your experience to date with :

    Leading a team

    Managing a team remotely

    Continuous improvement / overseeing, innovating and creating customer experience programs

    Cirtex have implemented a Covid-19 policy, and as such it may be a requirement of this role for the incumbent to be fully vaccinated and / or wear a mask in the workplace.

    In the event you are not vaccinated or cannot wear a mask, or do not wish to disclose your vaccination status, we may not proceed with the recruitment process.

    Any offer of employment will be conditional upon vaccination proof being provided in roles where it is required.

    Our recruitment process includes, and any offer of employment will be subject to, pre-employment drug and alcohol testing and a criminal history check.

    Please note : to apply for this role you need to be eligible to work in New Zealand. Due to restrictions on travel currently because of Covid-19, only New Zealand Citizens, Residents, or candidates with a valid work visa, who are already in New Zealand, or that can travel freely back to NZ under current regulations, will be considered for this role at this time.

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