Head of Customer Experience

Lead the creation of a new customer experience function for a rapidly expanding ANZ holiday parks group. You will design the model, build the team, and elevate every guest interaction.

The Opportunity

We are seeking a senior leader to establish and scale a centralised Customer Experience function that will consolidate guest enquiries, reservations, and service delivery across a growing network of holiday parks in New Zealand and, later, Australia.

This is a unique role where you will build the entire operating model: from technology and processes to team structure and performance frameworks. You will play a pivotal part in shaping a guest experience that directly influences conversion, satisfaction, and revenue uplift across the region.

Why join us?

• Proudly Great Place to Work® certified
• Celebrate globally: Company trips (2025: Hong Kong, 2024: Thailand), Culture Champs, Year-end parties, leadership awards & more
• Grow with stability: 100+ in our 10-Year Club by 2025
• Dynamic talent network: 2,000+ across APAC and beyond
• Competitive compensation with annual reviews
• Comprehensive medical care for you and your family
• Generous paid leave because work-life balance matters
• Level up with LinkedIn Learning and tailored training
• Flexible work setup
  
  
  

• Build the Customer Experience function from the ground up, including strategy, service design, SOPs, and performance frameworks.
• Lead daily operations across voice and email, ensuring response times, service levels, and conversions consistently meet targets.
• Implement and optimise the full technology ecosystem (CRM, IVR, telephony like Avaya/Genesys, reservations systems, chatbots, WFM).
• Recruit, coach, and develop a high‑performing team that will scale to 20–30 agents across multiple time zones.
• Drive data‑led decision‑making, including reporting, forecasting, trend analysis, and root‑cause investigations.
• Partner with Marketing, Revenue, Operations, Legal, and IT to align guest communication, pricing strategies, and escalation handling.
• Establish strong operational rhythms: end‑of‑shift handovers, weekly performance reviews, and monthly reporting to leadership.
• Prepare the operation for future expansion from NZ to AU, ensuring scalability, stability, and continuous improvement.
  
  
  

• 10+ years in customer experience or contact center leadership, with 5+ years in a senior management role, within the hotel or accommodation sector.
• Proven capability leading a 20–30+ person operation, with experience scaling teams across multiple channels.
• Strong background in reservations, guest service operations, complaint resolution, and customer sales/upsell techniques.
• Experienced in multi‑channel environments (voice, email, chat, chatbots) and implementing AI‑enabled customer experience improvements.
• Technically adept, with exposure to platforms similar to Amadeus, Sangoma, and telephony systems like Avaya or Genesys.
• Demonstrated success in launching or building a start‑up contact center, including frameworks, workflows, and operational standards.
• Ability to operate hands‑on in early stages, including taking calls and resolving live issues while the team is being built.
• Strategic thinker with strong commercial acumen and the ability to drive performance, revenue, and service excellence.
  
  
  

• Manila (BGC, Taguig): Australian hours (6:00 AM – 3:00 PM PHT) with a flexible work arrangement, requiring on‑site presence only once per month.