Customer Service Manager
Customer Service Manager
Auckland | Full-time
JJ Management Ltd is a New Zealand sales agency that supplies and manages brand ambassador and sales teams for leading spirits and lifestyle brands in duty-free retail at Auckland International Airport. We work closely with brand partners and Lagardère Travel Retail (LTR) to deliver a consistent, high-quality customer experience.
We are looking for a Customer Service Manager to own service standards and day-to-day customer operations across an allocated portfolio of brands and categories.
The role
You will develop and embed customer service standards, lead the team on the floor, and work with LTR management and brand partners to resolve issues and lift both service and sales performance.
Key duties and responsibilities
Develop, review and implement customer service policies, procedures and service standards across an allocated portfolio of brands and categories.
Manage and monitor day-to-day customer service operations and related sales performance to ensure efficient, consistent and high-quality service delivery.
Supervise, motivate, coach and develop staff, and assist with recruitment, training, product knowledge, on-boarding and customer service development.
Monitor customer feedback, enquiries and complaints, and implement appropriate service improvements to enhance customer satisfaction and the overall customer experience.
Coordinate after-sales customer service in conjunction with Lagardère Travel Retail management, including product enquiries, returns, exchanges and other customer support matters.
Liaise with customers, brand partners, internal teams and other relevant stakeholders to resolve customer issues and support customer service and operational requirements.
Monitor customer service and sales performance, provide recommendations for sales and promotional planning, and coordinate agreed initiatives to improve service delivery and overall business performance.
About you
Proven experience in a customer service, retail operations or team-leadership role (duty-free, travel retail or multi-brand environment highly regarded).
Strong people-management skills — you can coach, set standards and hold the team to them.
Comfortable working with brand partners, airport/retail operators and internal stakeholders.
Clear communicator who can turn feedback and complaints into practical improvements.
Organised, commercially aware and able to link service delivery to sales performance.
Right to work in New Zealand.
How to apply
Send your CV and a short cover note to Jacqui@jj-mgmt.com with the subject line Customer Service Manager
Paid training from day one, a supportive team leader on the floor with you, set rostered hours, and real progression into senior support and team lead roles.
JJ Management is a dynamic and innovative retail agency committed to delivering exceptional customer experiences through our brands and services. We pride ourselves on providing high-quality products and outstanding service to our diverse customer base. Our team is passionate about creating memorable interactions with customers and building lasting relationships that enhance brand loyalty and satisfaction.
J Management Ltd is a New Zealand sales agency that supplies and manages brand ambassador and sales teams for leading spirits and lifestyle brands in duty-free retail at Auckland International Airport. We work closely with brand partners and Retailers to deliver a consistent, high-quality customer experience.
We are looking for a Customer Service Manager to own service standards and day-to-day customer operations across an allocated portfolio of brands and categories.
