Customer Service Team Leader

The Role

An inclusive, innovative global FMCG business supported by 25,000 employees.

Principle Accountabilities

• Service excellence & compliance: Ensure all customer interactions meet KPIs, SLAs, and compliance standards, maintaining high service quality and accurate data management. 

• Sales & customer growth: Drive revenue through proactive order management, upselling, cross-selling, range optimisation, and execution of promotional initiatives.

• Leadership & team development: Recruit, coach, and lead a high-performing team, providing clear direction, performance feedback, and tailored development support.

• Customer & stakeholder engagement: Build strong relationships across customers, suppliers, and internal teams, using strong sales capability to influence outcomes and create value.

• Operational execution & planning: Oversee order accuracy, forecasting, logistics coordination, workforce planning, and product availability to ensure smooth end-to-end delivery.

• Continuous improvement & insights: Leverage data and insights to identify opportunities, improve processes, resolve issues, and implement initiatives that enhance performance and drive growth.

Skills and Experience Required

• Sales & Commercial Acumen: Proven ability to drive revenue through pitching, upselling, cross-selling, and strong understanding of commercial performance drivers. Confident in handling phone-based sales conversations and closing opportunities.
• Leadership & Coaching: Experience leading and developing teams, managing performance, and building sales capability.
• Stakeholder & Relationship Management: Strong ability to build, influence, and maintain relationships with customers and cross-functional teams.
• Analytical & Problem Solving: Skilled in using data and insights to improve performance and identify growth opportunities.
• Operational Excellence: Experience managing order processes, forecasting, and logistics to ensure efficient and accurate execution.

What We Offer

You’ll receive a competitive compensation package including salary, KiwiSaver, bonus, and additional benefits, along with the opportunity to work in inspiring environments and collaborate with purpose. At Imperial Brands, you’ll be empowered to grow, learn, innovate, and contribute to our journey towards a healthier future.

We’re a close-knit, high-performing team that values each other’s strengths and works collaboratively to deliver great outcomes. We balance strong execution with a forward-looking, innovative mindset to build an efficient and connected NZ business.

The team works hard and enjoys the journey together. We’re looking for someone who brings both capability and a genuine desire to be part of a collaborative, high-performing culture. With a 91% engagement score, our people truly value being here, if this resonates, we’d love to hear from you. Candidates must have full working rights to be considered for this role.

About Us

We're a truly international company, fourth largest in our industry and operating across 120 markets. An inclusive, innovative global FMCG business supported by 25,000 employees. As we embrace a new era of growth, we are transforming. Our ways of working and culture are driven by a challenger mindset, constantly questioning the status quo where people can bring their best selves to work. Our agility and collaboration are driving our ambitions, innovation and success all supported by our award-winning development programmes that creates exciting and rewarding career opportunities for all.  Encouraging inclusion at local levels and supporting a developing and robust diversity agenda globally, we’re fully committed to creating and maintaining an environment that celebrates and respects difference.

As a matter of policy, Imperial Tobacco or its subsidiaries never requests or requires payment as part of any recruitment process.

Everyone Belongs

Everyone belongs in Imperial. We are proud of being a truly inclusive organisation. We encourage and welcome applications from people of all ages, genders, ethnicities, nationalities, disabilities, sexual orientation, religions or beliefs and of neuro divergence. We give fair and equal consideration to all our applicants. Please contact us at recruitment@impbrands.com to let us know if we can provide support in helping you complete an application and/or attend an interview.