Title: Head of Retail Performance & Digital Sales At One New Zealand, our purpose is to unlock the magic of technology to create an awesome Aotearoa. We're focusing on investing more into simpler and better products and services, to make things even better for New Zealanders.We are delighted to announce that we have been awarded a #2 ranking in Randstad's Most Attractive Employers in New Zealand within the IT and telecommunications sectors as well as being nominated as finalists for the 2023 Retail Employer of the Year Award.We are also proudly Rainbow Tick certified and champion diversity of thought, perspective, and background. We offer a friendly and open environment with leading flexible working practices that help people maintain a personal and professional balance that works for them and their whanau.Your role as the Head of Digital Sales & Retail Channels Performance will be responsible for driving the performance of the Retail Channel through the Regional structure and taking ownership of the Digital Sales channel. You will play a key role in defining, designing, executing the delivery of our omni-channel strategy as a wider member of the Business & Consumer Leadership Team.In this role you will deliver on our commitments through Retail Channels and proactively drive exceptional customer experiences, as well as supporting and upskilling across all Customer Champions. You will be the specialist go-to person for Digital Sales and oversee and provide direction and insights to the development of our digital sales platform.You will also work cross-functionally across multiple teams to deliver process improvements and tooling as we step change our customer outcomes by understanding the insights from our people, our customers to enable revenue growth through these channels whilst ensuring we are delivering best in class and a consistent level of customer experience.Ko to mahi – what you'll doNationally drive our Digital Sales & Retail Channels trading outcomes, consistently delivering exceptional Customer ServiceLead the empowerment and enablement of our teams through their capability, competency, tools and engagement.Foster a culture of Customer First and Continuous Improvement to ensure our culture is one of customer obsessed and quality based.Ensure teams have clear objectives and provide the insights to enable our leaders to effectively manage performance of outliers.Input into the strategic direction and operating model of Retail Channels and Digital Sales as we develop future state.Identify improvements in our customer journeys and work with the wider One New Zealand team/Squads to address and mitigate through performance improvement linked with Service Delivery objectives.Lead via internal stakeholders the ask for customer insights to feed into our overall plan to deliver customer outcomes through increased TNPS and First Time Fix.Na tou rourou - what you'll bringProven cross-functional leadership through influence, and ability to achieve outcomes through both direct and indirect leadership.Strong commercial acumen – demands cost control and deliver best in class CX results through all channels.Proven ability to drive and design strategy, particularly in the Digital Sales space.Proven experience in leading channel/digital transformation projects.Unapologetic about getting things done for the benefit of our customers and our people.Joining the One New Zealand whanau will stretch you, challenge you and provide opportunities you've been seeking to expand your career. You'll engage in unique workplace experiences, be exposed to exciting and innovative technology, and gain opportunities for learning beyond Aotearoa.We stand to uplift, to support and to elevate others
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