Client Experience Manager

Madison Recruitment

  • Wellington
  • $120,000-130,000 per year
  • Permanent
  • Full-time
  • 13 days ago
Are you passionate about leading people, shaping customer journeys, and raising the bar for client experience? We're on the lookout for a Senior Manager - Client Experience to guide and grow a high-performing team, ensuring clients receive an exceptional experience every time.What you'll be doing:
  • Lead and develop a client experience team, fostering a culture of excellence, coaching, and professional growth.
  • Translate strategy into action - overseeing workplans, setting performance goals, and driving operational outcomes.
  • Support seamless customer interactions across multiple channels while ensuring consistent standards and processes.
  • Champion continuous improvement - identifying opportunities to streamline, innovate, and embed best practice.
  • Partner with senior leadership on planning, budgeting, and projects that shape the future of client experience.
  • Take ownership of risk, compliance, and wellbeing standards, creating a safe and supportive environment for your people and clients alike.
What we're looking for:
  • Proven leadership experience with a track record of managing and developing people.
  • Strong background in client experience, customer service, or operations - financial services experience would be a bonus.
  • Commercial acumen - comfortable balancing client satisfaction with business goals.
  • Skilled in driving change, embedding process improvements, and lifting team performance.
  • Confident communicator with the ability to influence, motivate, and engage at all levels.
  • Relevant tertiary qualification (or equivalent experience).
Benefits you’ll recieve:
  • Play a pivotal role in shaping the client journey and directly influencing business outcomes.
  • Access to leadership development, mentoring, and clear career pathways.
  • Join a values-driven team that celebrates ambition, generosity, inspiration, and excellence.
  • A supportive approach to hybrid working and wellbeing initiatives, including mental health support.
  • Competitive salary, performance-based incentives, and opportunities for advancement.
Why you'll love it here: This is an opportunity to join an organisation that truly values ambition, generosity, inspiration, and excellence. You'll be stepping into a leadership role where your ideas will be heard, your people-first approach celebrated, and your contribution will have a direct impact on client outcomes!If you're ready to bring your leadership skills, operational know-how, and passion for outstanding customer experience to the table, we'd love to hear from you.If you have any questions about the role please contact me via email in the first instance – suada.hoxha@madison.co.nz otherwise please apply as soon as you can. I’ll be reviewing applications as they come in.

Madison Recruitment