Customer Experience Manager - After Sales Archant are proud to bring some of the world's best brands in the kitchen and interior design space to New Zealand's discerning Architects, Designers and passionate Customers. Archant pride themselves on providing top-level customer service, and inspiring great design. The Customer Experience Manager - After Sales will play a pivotal role ensuring that world-class customer service standards are maintained, and that the overall customer experience is managed in a proactive manner. Reporting to the Operations & Supply Chain Manager and as the Customer Experience Manager – After Sales, you'll oversee a small team and improve all aspects of the customer journey, ensuring satisfaction and loyalty throughout the customer lifecycle. This hands-on position will involve coordination of all after-sales customer service tasks, including engagement with customers on a range of areas such as product inquiries, warranty management, technical product support, order tracking and customer feedback. Other responsibilities of the role will include a combination of the following: Collaborating with cross-functional teams, such as warehousing, sales & marketing, and product development to align customer experience efforts with business goals and objectives. Monitoring and measuring key performance indicators (KPIs) related to customer satisfaction, retention, and loyalty, providing regular reports and insights to senior management and stakeholders. Maintaining documentation of customer interactions and resolutions in the CRM system. Skills & experience required for the position include: At least 3-5 years in customer service, customer experience, or a related position preferably within a retail or product led organisation. A proven track record and demonstrable success in managing customer experience initiatives and staff. Communication: Clear and effective communication with customers and teams. Leadership: Leading and motivating customer-facing teams. Problem-Solving: Addressing and resolving customer issues efficiently. Technical Proficiency: Familiarity with CRM platforms and customer feedback tools. If you are a results-driven professional with a passion for delivering exceptional customer service, then we would encourage you to apply for this exciting opportunity. Archant offers a competitive salary and benefits package including a company profit share program, as well as opportunities for career growth and development. The role would also be based at their purpose built, modern office space in Hastings. So, if this opportunity is of interest please apply now with your CV and cover letter. Please note the application closing date for the role is Friday the 18th of October 2024. With applications being reviewed throughout the application period. #J-18808-Ljbffr