Customer Journey Manager

About the role

We are seeking a person who can ensure an end-to-end, customer-centric experience for customers interacting with our Network team and who can drive consistent communication, service performance and continuous improvement. They will be responsible for actively managing the customer journey across Network delivery, Customer Initiated Works queue management and ICP management, while owning the CRM platform and the relationship with our Call Care contact centre.

This role will be based in Kerikeri and will report to the General Manager - Network.

About you

To succeed in this role, it is essential that you have at least 5 years' experience within the electricity distribution industry, with a particular focus on customer relationship management, and ICP management. Relevant post graduate qualifications in business are preferred. You will need to have demonstratable experience in leading and managing customer processes, with an eye to refining systems and processes to improve the customer journey. You will be self-motivated and a professional communicator and negotiator, not shy to pick the phone and communicate positively with our customers. As this is a newly created role, you will need to have the drive and commitment to establish a customer-centric function within the business and the skills to manage a small, focussed team.

Key areas of focus will be

• Driving a customer centric culture within the Network team, including the development and implementation of the Customer Experience roadmap.
• Identifying improvements to customer culture, prioritising and agreeing actions with the business and delivering targeted interventions with management support to provide a performance monitoring mechanism.
• Being the business owner for the Call Care function, ensuring the performance meets customer service expectations.
• Being the business owner of the CRM system including approving and prioritising business driven change to the CRM platform to enhance customer and user experiences.
• Customer application queue management
• Development of Network related customer engagement processes and standardisation; ensuring a consistent, effective and efficient customer experience.
• Being the business owner for ICPs and provide oversight of the ICP management process across the business, ensuring appropriate processes and systems are in place, being followed and issues are dealt with in a timely manner;
• Building a high performing and motivated team that is valued by all key stakeholders and is capable of successfully and safely delivering the requirements of the customer journey function

Additional skills and attributes

• Holds self and others accountable for required work output and standards
• Expresses views in a fluent, clear, logical manner which captures interest and gains support
• Has a positive attitude towards job and colleagues
• Builds effective customer rapport / relationships and treats customers as business partner
• Takes a genuine interest in customers and shows energy and enthusiasm in satisfying their needs

The company offers great benefits including fully subsidised Health Insurance, an additional annual Wellness Day, access to our online wellness and mental health platforms as well as a relocation assistance package if you are moving regions. If you would like to be part of our collaborative team up here in the Far North, put in your application with us today.

We have a Drug and Alcohol Workplace Policy. Before any offer of employment is made, the short-listed candidate(s) will be required to undertake a pre-employment medical check which will include a drug and alcohol test.