- CX Specialist
- Newmarket
- Permanent Role $85-100k
About the Role
Our client – a recognisable NZ organisation with strong global links are seeking a Customer Experience Specialist to join the team. This brand have a huge focus on sustainability and people values and are passionate about the ‘customer’ across all their channels from store, support, networks to service.
What will you be doing in this role?
Executing the CX strategy and customer intimacy programme of work following the CX strategy, principles roadmap and business plan.
Engaging closely with the network (Stores, Service Stores and Service Centres) to champion the customer, create 5-star experiences, customer hospitality standards and the evolution of the Store model. Create and foster positive relationships. Monitor and report on measures of success.
Manage the ‘5 Star Hospitality programme’, including training (in partnership with training provider), mystery shopping activity, and communications plan.
Manage the Voice of Customer programme – vendor liaison, strategy, platform administration, case management, reporting, VOC goals and increasing the number of customer listening posts.
Work closely with the Digital Specialist and digital agencies to help develop best-in-class digital experiences, creating customer connections to advance company E-Commerce goals and meet customer expectations.
Facilitate the customer voice – through research, panels, customer interviews and design workshops – to ensure the customer is represented in all projects and to help elevate customer centricity. Engage internal and external stakeholders and Associates in the experience design process.
Develop and report on Customer Experience measures of success, including attributing experience improvements to profitability and retention gains.
Identify opportunities for customer experience improvements across people, place and process and work with stakeholders to implement.
About You
Skills:
- You will need to demonstrate 5+ years within marketing, communications, CX or related experienced and at least 3+ years in Customer Experience
- Knowledge and understanding of customer experience and its contribution to business success.
- Exposure to customer experience, voice of customer or communications programmes of work across human, physical and digital.
- Human centred design understanding.
- Workshop facilitation and organisation.
- Project management and execution.
- Excellent self-management and project management skills
- Excellent written and oral communication skills, a confident presenter and facilitator.
- Knowledge of digital as a component of CX
- Customer research and interviewing techniques.
- Energetic, enthusiastic and people-oriented
- Excellent communicator and relationship builder
- Focused on delivery and progress – showing results
- Team player
- Comfortable in a range of settings
- Tertiary qualified in Marketing, Communications, or similar field.
Essential: Applicants need to have a right to work in New Zealand with a valid visa and be currently present in the Country.
Apply now or get in touch with: Verity Bliss 021 196 4296 or email: verity.bliss@beyond.co.nz
Ref: 127587
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