Manager Customer Interactions

  • Company:
    Air New Zealand
  • Location:
  • Salary:
    negotiable / month
  • Job type:
  • Posted:
    2 weeks ago
  • Category:

Kia ora!

We have an exciting leadership opportunity within our Customer Services function which has been established following the merge of our Contact Centre and Customer Care functions in recent months. This is an exciting time to join the journey as we navigate our way forward in the constantly changing global travel environment meaning no two days are ever the same.

The role:

The purpose of this role is to lead the Customer Interactions Team to deliver a world class customer experience through the development of a word-class culture and employee experience. You will lead the ongoing development and implementation of the Customer Services sales strategy and ensure maximisation of revenue, cost management and business growth in support of achieving Air New Zealand’s objectives and commercial success.

You will be responsible for developing the Work from Home programme that is currently in its infancy. In addition, you will be involved in the co-creation and delivery of projects that enhance the customer experience, improve people experience and engagement, and drive efficiencies, innovation.

What you will bring to the role:

  • Strong leadership capability with experience of leading leaders to achieve success while building a strong culture and great employee experiences
  • Proven experience across customer service and sales functions within a highly competitive industry
  • Experience leading teams within a contact centre will be highly beneficial
  • Strong negotiation skills and experience
  • Experience working in a large multi-channel organisation
  • Proven experience in embedding a culture of high performance, innovation and continuous improvement.
  • Previous experience in developing and executing strategy and complex business plans. 
  • If you are passionate about leadership and developing people while achieving great customer service and sales performance, this could be the role for you.