General/Business Unit Manager (CEO & General Management)Kinetic is a leading global transport provider and the largest bus operator in Australia and New Zealand, with operations that span across the UK, Europe, and Singapore. In New Zealand, Kinetic delivers public bus services in major cities including Auckland, Hamilton, Tauranga, Wellington, Christchurch, and contracted school services across the country.Our Urban team is seeking a passionate and experienced customer service professional to join the team. In this pivotal role, you will shape and drive our customer experience strategy, ensuring that we remain at the forefront of transport solutions and deliver world-class service to our customers. Reporting to the Kinetic NZ Chief Operating Officer Urban, this role will be a key member of the Urban leadership team.Key Responsibilities:Drive the customer experience strategy across our urban contracts operated in New Zealand.Develop, lead and implement enhancements to customer touch points across service delivery.Build strong partnerships with senior leaders and key stakeholders and provide updates on customer experience initiatives, progress, and challenges.Monitor and measure key performance indicators (KPIs) related to customer satisfaction, providing regular reports and insights to senior management and stakeholders.Work across the organisation and external stakeholder groups to enhance customer experience training packages.Implement and embed technology solutions that enhance the customer experience.About You:Tertiary qualification in Business Management or equivalent.Proven experience in driving a customer-centric culture with strong stakeholder management skills.Excellent analytical abilities with a data-driven approach to decision-making.Change management experience in implementing transformational initiatives.Proficiency in CRM systems and other relevant technology platforms.Exceptional communication and interpersonal skills, with a strategic mindset.Experience in the transport industry is desirable but not essential.What We Offer:An opportunity to make a significant and positive impact on our customers' journey experience across a dynamic business that delivers millions of passenger trips across New Zealand cities every month.Collaborative and supportive work environment.Opportunities for professional development and career advancement.Competitive salary and benefits package.Join us in leading Kinetic Urban Operations towards providing a best-in-class transport experience. Apply today to be a part of this exciting journey!Application Deadline: 27 September 2024.
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