Manager Customer Experience

Introduction

Do you thrive in dynamic environments where you can shape the future while delivering results today? If so, we want you on our team!

Mō mātou | About Us

At The Lines Company (TLC), we’re proud to power the King Country. But we’re more than just poles and wires — we’re about creating real, lasting impact in our communities. As a community‑owned organisation, we’re future‑focused, values‑driven, and committed to innovation. We may be small, but we punch well above our weight.

We’re on a mission to deliver safe, efficient, and future‑ready network services that truly meet our customers’ needs. Our Service Delivery Team is the heartbeat of our operations—ensuring every interaction is seamless, every solution is sustainable, and every customer feels valued.

Description

Mō te tūranga | About the Role

Lead the Way

As the leader for customer experience, you’ll inspire and guide colleagues across all departments, ensuring everyone is aligned on the journey to deliver exceptional service. You’ll champion a customer‑centric culture, encouraging collaboration, sharing insights, and fostering a unified vision that brings the whole organisation together.

Through your leadership, you’ll empower teams to embrace change, innovate, and continuously improve—taking TLC forward as a truly customer‑first business.

In this role, you’ll :

• Lead & Inspire : Coach and develop a high‑performing contact centre team, fostering a culture of excellence and customer‑centricity.
• Shape the Future : Use customer insights and human‑centred design to craft experiences that delight and deliver.
• Champion Safety : Embed health, safety, and well‑being into every aspect of team operations.
• Drive Innovation : Leverage platforms like Salesforce to optimise customer journeys and streamline service delivery.
• Resolve & Refine : Lead complex customer resolutions and continuously improve processes based on feedback and data.
• Collaborate & Influence : Work cross‑functionally to align CX strategies with broader business goals and gain buy‑in from key stakeholders.

Skills and Experiences

Mōu - About You

We are seeking a self‑motivated and organised individual who has excellent interpersonal and relationship management skills with a collaborative style of engagement.

Our preferred candidate will have :

He Aha Te Pai - What you'll love about us!

We take great pleasure in being an enjoyable place to work along with our passion of giving back to the local community. We've worked hard to build great teams of people who love coming to work, and in doing so have created a great work culture.

On top of competitive salaries, we offer several other perks, such as :

Me pēhea te tono | How to apply

Applications close 04 December 2025 , but we’re reviewing as we go and may close early if we find the right person—so don’t wait!

Please note : Applicants must be a New Zealand citizen, resident, or hold a valid NZ work visa. As part of our recruitment process, we conduct Ministry of Justice background checks and pre‑employment medical and drug / alcohol screening.

Ready to Lead the Future of Customer Experience? Apply now and help us build a network that works for generations to come.

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