Group Customer Care Manager

Who we are

Tahua Group's vision is to create a great Kiwi business. While you may not recognise the Tahua name straight away, you'll certainly know many of our iconic brands — including Burger King, Starbucks, Popeyes, Hannahs, Number One Shoes, Torpedo7, The Outlet and Resonate Health.

Proudly Kiwi-owned and operated, we are inspired by a common vision and values, and a shared passion for hospitality and retail. Our brands each have their own unique culture, but we are united by our commitment to building a great business for our people, customers and communities.

Why you'll love this role

This is a rare opportunity to shape customer experience across some of New Zealand's most recognised retail and hospitality brands.

Reporting to the Head of Group Strategy, you'll lead our Customer Care team while helping the business better understand the voice of the customer. Working across Hospitality, Retail and Support Functions, you'll turn customer feedback into meaningful insights that improve customer journeys, influence business decisions and help shape future customer experience strategy.

In this varied role you will:

• Lead, coach and develop a high-performing Customer Care team, ensuring exceptional customer outcomes across all channels.
• Develop and lead Tahua's customer insight capability, capturing and translating customer feedback, sentiment and experience trends into meaningful reporting, business improvements and future customer experience strategies.
• Partner with operational and brand leaders to identify opportunities to improve customer journeys, reduce friction points and embed customer-centric decision-making.
• Support the evolution of customer-facing technology, including Zendesk and emerging AI-enabled customer support tools, to enhance customer and business outcomes.
• Act as an escalation point for complex customer situations and help protect the reputation of our brands.

What you'll bring

You will be an experienced customer experience leader with a passion for understanding customers and turning insights into action. You'll also bring:

• Significant leadership experience in customer care, customer operations, service delivery or customer insights roles.
• Experience working in retail, hospitality, FMCG or other customer-facing environments.
• Strong commercial thinking and the ability to connect customer insights to business outcomes.
• Experience using customer data, operational metrics and feedback platforms to identify trends and opportunities.
• Strong planning and project delivery skills, with the ability to move ideas from insight to action.
• Exceptional stakeholder management and communication skills.
• A coaching leadership style that builds capability, confidence and accountability.
• Strong judgement and the ability to navigate complex customer situations.
• Experience leading improvement initiatives and driving change across teams and functions
• Curiosity about technology, automation and AI and how they can improve customer experience.
• The ability to balance customer expectations with operational realities.

What we offer

• Stunning North Shore location with onsite Starbucks café and free car parking.
• The Tahua Family Card, offering discounts across Burger King, Starbucks, Popeyes, Hannahs, Number One Shoes, Torpedo7, The Outlet and Resonate Health.
• Additional benefits designed to support you at every stage of life, including life insurance, trauma cover, enhanced parental leave, your birthday off and long service leave.

If you're passionate about understanding customers, leading high-performing teams and using insight to drive meaningful change, we'd love to hear from you.

Position description Apply now

Share