Customer Service Manager, Wānaka
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Thieving Kea

Customer Service Manager

  • Posted 1w ago
  • On Site
  • Full Time

$30 /hr

Wānaka

Job Description

Customer Service Manager


Thieving Kea | Wānaka, New Zealand


Permanent Role

30+ hours per week | $30 per hour


Are you an experienced customer service professional who loves working with people, leading a team and creating genuinely memorable customer experiences?


Thieving Kea is a boutique gift store in the heart of Wānaka, welcoming our local community alongside visitors from all over New Zealand and the world. We are looking for a confident, warm and motivated Customer Service Manager to join our team.


This is a hands-on leadership role with primary responsibility for the customer experience and service standards within the store. You will work alongside the retail team on the shop floor, leading by example while supporting staff to deliver consistently friendly, knowledgeable and professional service.


You will take ownership of customer enquiries and issues, support and develop the retail team, coordinate day-to-day service on the shop floor and help ensure every customer leaves Thieving Kea feeling welcomed and valued.



Minimum Requirements


The successful candidate must:


  • Have a minimum of two year’s experience in a leadership, supervisory or senior customer service role within retail, hospitality or another customer-focused industry.
  • Demonstrate an exceptional standard of customer service and a genuine enjoyment ofworking with people.
  • Be confident leading, supporting and motivating a small team.
  • Have excellent communication, interpersonal and organisational skills.
  • Be confident handling customer enquiries, complaints and difficult situations calmly and professionally.
  • Be comfortable making decisions and resolving customer and operational issues independently.
  • Have experience training, coaching or supporting team members to maintain high service standards.
  • Demonstrate a positive, proactive and solutions-focused approach.
  • Align strongly with Thieving Kea’s culture, values and commitment to exceptional customer experiences.
  • Be available to work weekends, public holidays and school holiday periods as required.
  • Be legally eligible to work in New Zealand.



Key Responsibilities


  • Lead the customer experience within the store, ensuring every customer receives warm, friendly, knowledgeable and attentive service.
  • Supervise and support retail staff during daily operations, providing direction and coordinating priorities on the shop floor.
  • Lead by example and create a positive, professional and customer-focused team environment.
  • Coach and support the training of team members in customer service standards, product knowledge and customer engagement.
  • Manage customer enquiries resolving issues professionally and appropriately.
  • Build strong relationships with regular customers and help create the welcoming, personal experience Thieving Kea is known for.
  • Ensure staff have strong product knowledge and can confidently assist customers with product selection, gifting and recommendations.
  • Support daily store operations including opening and closing procedures, staff coordination, replenishment and general shop-floor organisation.
  • Assist with receiving, pricing, replenishing and merchandising stock when required.
  • Maintain high standards of store presentation, cleanliness and visual merchandising.
  • Ensure store procedures, health and safety requirements and security procedures areconsistently followed.
  • Communicate customer feedback, recurring issues and operational matters to senior management.
  • Identify opportunities to improve the customer journey, service standards and overall in-store experience.


Desired Hard Skills

  • Sales Floor
  • Point of Sale (POS)
  • Visual Merchandising
  • Leadership

Desired Soft Skills

  • Customer Management
  • Communication
  • Teamwork
  • Decision Making
  • Flexibility/Adaptability

Benefits & Perks

  • 🎂 Birthdays Off
  • 🧕 Inclusive Workspace
  • ❤ Care and Appreciation
  • ⚖ Work-Life Balance Support
  • 🎉 Employee Discounts and Rewards
  • 🅿 Free Parking
View All

Job Schedule

  • Day Shift
  • Rotating Roster
  • Public Holidays
  • Includes Weekends

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