Lotto New Zealand Looking for Chief Customer Officer at Auckland, New Zealand Full Time

Chief Customer Officer

Short description:

We’re looking for a strategic executive to lead our Retail and Customer Service teams and help us elevate Customer Service at Lotto NZ. This role will oversee the creation and delivery of our retail and customer excellence strategy and provide strategic leadership to our Retail and Customer Service teams. Sound like you?

Your team:

Reporting to the Chief Executive, you’ll be a key member of our Executive Team. You’ll work alongside our Retail and Customer Service teams to promote and deliver on a culture of customer excellence.

Your day-to-day:

• Develop and maintain robust strategic relationships and key retail partnerships.
• Keeping ahead of retail market trends and aligning with digital/retailer revenue streams and customer expectations.
• Provide strategic direction to our Retail and Customer Services teams.
• Work closely with the broader executive team to ensure that the retail and customer excellence strategy is aligned to marketing and technology requirements.
• Develop the customer service strategy and roadmap to increase revenue, minimise harm, reduce the cost-of-service delivery, and improve customer satisfaction.
• Drive operational excellence through an omni-channel environment, ensuring all our customer interactions meet service expectations and deliver our brand and values.
• Lead continuous improvement processes to enhance the customer experience.
• Oversee Retail Network development.

A bit about you:

• Experienced working at an executive level within a fast and complex environment.
• Operational understanding of retail distribution networks and franchising or retail agencies
• Excellent critical thinking ability, problem solving and judgment.
• Strong sales, negotiation, and conflict management skills
• Strong commercial acumen with good analytical and financial skills
• An effective leader and coach.

Why choose Lotto NZ:

At Lotto NZ, we’re believers in inspiring Kiwis to dream big. So, working with us means doing meaningful mahi that benefits good causes across Aotearoa. All while having fun along the way.

Everything we do comes back to making sure Kiwis can play in a way that’s healthy and fun, while helping thousands of community groups and organisations around Aotearoa to help make good things happen.

Come as you are:

At Lotto NZ, we believe that when everyone’s in, everyone wins. That’s why we’re committed to building a diverse and inclusive workforce that our customers and communities can feel a part of. We accept you and celebrate you exactly as you are, no matter your background and we want you to feel at home when you’re with us.

How we care for you:

To help you win at work and beyond, we’ve created some purposeful ways to look after you, your whānau and the community we share. Some of this includes:

· Medical and life insurance, income protection and critical illness cover to make sure you’re covered whenever you need it.

· Extra paid leave for days like Lotto Day at Christmas and Volunteer Day.

· Personalised development to help you grow, including access to tools like LinkedIn Learning.

· A bright, light, modern and fun office environment with access to an onsite gym, breakfast, fresh fruit, and quality coffee.

· An annual wellness benefit to support your wellbeing.

· A flexible hybrid working model; If you choose to you can split your work week between our Corporate HQ in Newmarket, and home.

Applications from any background are actively encouraged, however the right to work in New Zealand is a must.

If you are keen to make a meaningful difference, apply via LinkedIn or visit mylotto.co.nz/careers