Customer Excellence Manager


Context of the role

We have a vision to lead the energy sector to a lower carbon future and to make it possible for customers to decarbonise their energy use sustainably. One example is our new Demand Flexibility platform that rewards customers for being flexible with when, and how they use electricity. At the core of our vision is the Collaborative Solutions team, partnering with our commercial, industrial and public sector customers to help meet their energy needs of today through electricity sales and also helping them understand and transition to a more efficient and lower carbon future.

How you’ll be successful

Working as part of the Innovation & Ventures business unit, you’ll be at the forefront of our drive to lead New Zealand business to a lower carbon future.

  • Lead and develop a team of specialists to produce world class customer centric solutions
  • Create a culture for continuous improvement
  • You will help to shape and refine the overall customer experience through robust SLAs, Commercial benefits and pipeline management
  • Empower a team of high performing specialist to be curious and create partnership lead relationships with our key clients
  • Promote diversity in thinking

What you’ll do

  • Take ownership of the post-sale customer experience of our larger commercial and industrial customers
  • Lead a small geographically dispersed team of Account Specialists tasked with supporting a team of account managers and their portfolios of customers.
  • Lead and facilitate activities to identify and prioritise customer needs/pain points within a Salesforce environment.
  • Establish and implement user-centred performance measurement systems and service level agreements
  • Identify opportunities for cost reduction and removal of friction from existing customer journeys.
  • Lead customer research projects, synthesising customer feedback into early stage customer personas, storyboards and journey maps
  • Validate and iterate to constantly refine the approach, pushing the boundaries to delight customers
  • Build advocacy for customer led experience transformation across the business, influencing stakeholders and engaging other internal teams
  • Partner across Marketing and Communications teams to manage the customer service related communications

How you’ll be successful

If you do the stuff below then you will hit it out of the park!!

The type of experience you’ll bring to the role

  • A passion for creating and delivering market leading customer experiences
  • Empathy to work with our customers to develop a deep understanding of their needs, behaviours and goals
  • Experience designing end-to-end customer journeys and service design blueprints in a business-to-business context, utilising the Salesforce platform
  • Strong leadership competency, demonstrated experience delivering value-focused outcomes
  • You drive focus and priorities across decision-making through user research, customer development, and iterative feedback loops
  • Experience facilitating and guiding meetings, workshops and group discussions, enabling others to collaborate more effectively, overcome barriers and achieve common goals and move projects forward
  • You confidently assess solutions, promoting / prioritising the commercially viable ideas that best address key business and user need
  • You have experience leading the discovery phase and building of service capability frameworks
  • You are comfortable operating within a fast-paced environment
  • An understanding of the New Zealand electricity and gas markets would be advantageous.

Applications close 5pm Wednesday 29th May 2019. For any additional information please contact the Talent Team at resourcingteam@contactenergy.co.nz


Context of the role

We have a vision to lead the energy sector to a lower carbon future and to make it possible for customers to decarbonise their energy use sustainably. One example is our new Demand Flexibility platform that rewards customers for being flexible with when, and how they use electricity. At the core of our vision is the Collaborative Solutions team, partnering with our commercial, industrial and public sector customers to help meet their energy needs of today through electricity sales and also helping them understand and transition to a more efficient and lower carbon future.

How you’ll be successful

Working as part of the Innovation & Ventures business unit, you’ll be at the forefront of our drive to lead New Zealand business to a lower carbon future.

  • Lead and develop a team of specialists to produce world class customer centric solutions
  • Create a culture for continuous improvement
  • You will help to shape and refine the overall customer experience through robust SLAs, Commercial benefits and pipeline management
  • Empower a team of high performing specialist to be curious and create partnership lead relationships with our key clients
  • Promote diversity in thinking

What you’ll do

  • Take ownership of the post-sale customer experience of our larger commercial and industrial customers
  • Lead a small geographically dispersed team of Account Specialists tasked with supporting a team of account managers and their portfolios of customers.
  • Lead and facilitate activities to identify and prioritise customer needs/pain points within a Salesforce environment.
  • Establish and implement user-centred performance measurement systems and service level agreements
  • Identify opportunities for cost reduction and removal of friction from existing customer journeys.
  • Lead customer research projects, synthesising customer feedback into early stage customer personas, storyboards and journey maps
  • Validate and iterate to constantly refine the approach, pushing the boundaries to delight customers
  • Build advocacy for customer led experience transformation across the business, influencing stakeholders and engaging other internal teams
  • Partner across Marketing and Communications teams to manage the customer service related communications

How you’ll be successful

If you do the stuff below then you will hit it out of the park!!

The type of experience you’ll bring to the role

  • A passion for creating and delivering market leading customer experiences
  • Empathy to work with our customers to develop a deep understanding of their needs, behaviours and goals
  • Experience designing end-to-end customer journeys and service design blueprints in a business-to-business context, utilising the Salesforce platform
  • Strong leadership competency, demonstrated experience delivering value-focused outcomes
  • You drive focus and priorities across decision-making through user research, customer development, and iterative feedback loops
  • Experience facilitating and guiding meetings, workshops and group discussions, enabling others to collaborate more effectively, overcome barriers and achieve common goals and move projects forward
  • You confidently assess solutions, promoting / prioritising the commercially viable ideas that best address key business and user need
  • You have experience leading the discovery phase and building of service capability frameworks
  • You are comfortable operating within a fast-paced environment
  • An understanding of the New Zealand electricity and gas markets would be advantageous.

Applications close 5pm Wednesday 29th May 2019. For any additional information please contact the Talent Team at resourcingteam@contactenergy.co.nz

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