Customer Experience Leader

OverviewThis is a fixed-term contract through September

The role requires a rotating roster with days and hours that change, including weekend work and late nights.

You will lead a customer service culture across all in-store touchpoints and ensure a consistently positive and customer-focused experience, while championing exceptional service within the dedicated Service department.

You will also oversee seamless and positive customer interactions across all eCommerce channels, including in-store support for online activities.What you'll doLead all aspects of the Service Department\'s daily operations, including cash management, cleanliness, and presentation of key customer-facing areas.Oversee the accurate and timely fulfillment of online orders, ensuring freshness and meeting customer expectations.Continuously monitor and improve customer satisfaction by analysing service metrics, gathering feedback, and resolving escalated issues.Conduct regular performance health checks and identify areas for improvement within the department\'s functions.Provide leadership support to the store, stepping in as Acting Store Manager when scheduled, and actively participating in team collaboration initiatives.What you'll bringAdept at problem-solving and critical thinking, with ability to establish and maintain collaborative partnerships across various functions and with stakeholders.A strong and effective leader, skilled in delegation, progress monitoring, coaching, and providing constructive feedback to motivate your team.Exceptional communication skills, clearly articulating tasks, timelines, responsibilities, and performance standards.Ability to interpret insights and action data effectively, demonstrating responsibility and accountability for timely and accurate delivery of work objectives.Behaviours aligned with company values.What you'll experienceTeam discounts across Woolworths Group brands, plus a rewards program that recognises purpose-driven work.Access to Sonder, offering free confidential 24 / 7 personalised support for team members and their families.Global career possibilities with valuable exposure to a wide business network.About Woolworths GroupWe are Woolworths Group, with 200,000+ colleagues, and we aim to make Kiwi lives a little better every day.

We embrace diversity of thought and take on challenges with a pragmatic and innovative approach.

Our culture values mutual respect, care, curiosity, openness, and a proactive attitude.

We collaborate, support, and learn from each other as a team.

We are committed to an inclusive workplace where everyone belongs and can reach their full potential.

We encourage all candidates to apply and let us know if we can support you with any adjustments in the hiring process.Seniority levelMid-Senior levelEmployment typeContractJob functionOtherIndustriesRetailEnd of overview.

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