Global Customer Experience Director

Role Overview

As Global Customer Experience Director, you’ll lead Halter’s global Customer Experience organisation, overseeing the Support Centre of Excellence in New Zealand, global escalations, Product Support, and customer experience teams across every region. You’ll own the global Customer Experience strategy, support operating model, organisation design, budget, headcount, and tooling.

What You Will Do

Your day could involve designing what runs centrally and what runs in-market, ensuring farmers get fast, consistent support without duplicated effort. You’ll also lead the New Zealand Support Centre of Excellence, global Tier 3 escalations, and Product Support teams.

Why It Might Be a Fit

We’re looking for someone with rare ownership, drive, and presence who can build something enormous. You’ll need to move between worlds with ease, be credible with the executive team, trusted by regional leaders, and close enough to the frontline to understand what happens when a farmer needs help at 2am.

Requirements

• 5+ years of experience in leading customer support teams at scale in a fast-growing company
• Proven ability to create a support model that is both operationally excellent and deeply connected to the customer
• Strong commercial acumen and understanding of the relationship between customer experience, cost to serve, retention, product quality, and growth
• Ability to use data to understand service performance, workforce requirements, customer sentiment, and cost to serve
• Experience in agriculture, farming, or another operationally complex industry would be a genuine advantage

Benefits

• Inclusive and attractive remuneration package made up of salary, benefits, and an employee stock ownership plan
• Healthy body, healthy mind: partnered with Southern Cross Health Insurance to support well-being
• Annual $1000 self-development budget to be used for anything that fuels personal growth
• 6 months of fully paid parental leave for primary caregivers, 4 weeks of fully paid secondary caregiver leave, and many other parental benefits
• Wellness leave and unlimited paid annual leave