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Customer Experience Leader

Customer Experience Leader

Woolworths Ltd.Auckland, Auckland, New Zealand
17 hours ago
Job description

This role is part of the Service Department at Woolworths Supermarkets New Zealand. The successful candidate will lead customer service culture across all in-store touchpoints and eCommerce channels, ensuring a consistently positive and customer‑focused experience.

Responsibilities

  • Lead a customer service culture across all in-store touchpoints, ensuring a consistently positive and customer‑focused experience.
  • Champion exceptional service within the dedicated Service department.
  • Ensure seamless and positive customer interactions across all eCommerce channels, including in‑store support for online activities.
  • Lead 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.

Qualifications

  • Adept at problem‑solving and critical thinking, excelling at establishing and maintaining collaborative partnerships across various functions.
  • A strong and effective leader skilled in delegation, progress monitoring, coaching, and providing constructive feedback to motivate the team.
  • Exceptional communication skills, clearly articulating tasks, timelines, responsibilities, and performance standards.
  • Ability to interpret insight and action data effectively, demonstrating commitment to responsibility and accountability for timely and accurate delivery of work objectives.
  • Behaviours consistently align with company values.

    • What You'll Experience

  • Team discounts across Woolworths Group brands and a robust rewards program.
  • Access to Sonder – free confidential 24 / 7 personalised financial, medical, and safety support for team members and families.
  • Career opportunities across a global business with exposure to a vast network.

    • Company

    Woolworths Supermarkets New Zealand is a proudly part of the Woolworths Group, employing over 185 stores and 20,000 team members across Aotearoa, serving three million New Zealanders each week.

    Location : Auckland, New Zealand.

    We encourage all candidates to apply; please let us know in your application if we can support you with any adjustments in the hiring process.

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    Customer Experience Leader • Auckland, Auckland, New Zealand