Customer Experience Manager
NZ Safety Blackwoods is looking for an experienced Customer Experience Manager to join our team based in Wiri, Manukau This is a key leadership role focused on shaping and delivering a seamless, best-in-industry customer experience across every touchpoint.
You will lead our inbound Customer Experience function, including the Customer Care and Product Specialist teams, and play a critical role in driving service performance, customer satisfaction and continuous improvement across the business.
About the role
As the voice of the customer, you will work closely with teams across NZ Safety Blackwoods to understand customer needs, strengthen service standards and deliver practical improvements that make it easier for customers to do business with us.
· Lead the customer experience strategy and embed customer-focused thinking across the business
· Drive operational excellence across customer care, product support, pricing, delivery and account enquiries
· Improve service channels, including phone, email, web, chat and social media
· Lead customer feedback and satisfaction programmes, including NPS and other key customer metrics
· Influence business improvement projects and customer-focused transformation initiatives
· Coach, develop and support team leaders and emerging leaders
· Promote a culture of accountability, collaboration, continuous improvement and service excellence
· Demonstrate visible leadership in health, safety and wellbeing
About you
You are a confident and customer-focused leader who brings strong experience in contact centre, customer experience, service operations or customer support environments.
· At least 5+ years’ experience leading customer experience, contact centre, service operations or customer support teams
· A proven track record of building high-performing teams and improving service outcomes
· Strong analytical skills, with the ability to use customer insights, feedback and performance metrics to guide decisions
· Experience leading change, improving processes and delivering measurable improvements
· A collaborative leadership style, with the ability to influence across teams and functions
· A genuine passion for creating exceptional customer experiences and developing people
What’s in it for you?
· Flexible working policy
· Great company culture and supportive team environment
· Senior incentive offered on top of base salary
· Free on-site staff parking
Ready to take the next step?
If you are a customer-focused leader who is passionate about creating exceptional customer experiences, developing high-performing teams and driving meaningful business improvement, we would love to hear from you.
Join NZ Safety Blackwoods and play a key role in shaping how we support and serve customers across New Zealand. Bring your leadership, innovation and customer-centric mindset to a business committed to helping customers operate safely, efficiently and productively.
Apply now with your CV and a cover letter outlining your experience and what excites you about this opportunity.
At NZ Safety Blackwoods, we value diversity, inclusion and growth. We welcome applications from talented individuals who are ready to make a positive impact on our customers, our people and our business.
At NZ Safety Blackwoods, taking care of business means being the team behind your team — helping New Zealand industries work smarter, safer and more efficiently every day.
We’re proud to be New Zealand’s leading supplier of tools, safety equipment, PPE, engineering supplies, workwear, uniforms, packaging, office and hygiene essentials. With one of the largest product ranges in the country, we deliver total business solutions that keep your people protected, your operations running smoothly and your business moving forward.
We also offer a range of specialist WorkSafe training courses and resources to help your teams stay safe and compliant.
Our nationwide network, industry expertise and commitment to service make us more than a supplier — we’re a trusted partner. We work alongside businesses of every size, across construction, manufacturing, infrastructure, logistics, healthcare and the public sector, providing the right products, advice and support to get the job done right.
With a long history of specialist and technical services, we support your business beyond product procurement — delivering value that saves time and strengthens your operations.
Backed by some of the world’s most trusted brands, we bring global quality together with local know-how. Whether you need reliable safety gear, precision engineering tools, or everyday office and hygiene supplies, we’ve got you covered — all in one place.
When you partner with NZ Safety Blackwoods, you choose efficiency, reliability and genuine care.
Because we don’t just supply products — we take care of business, so you can get on with yours.
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