Head of Customer Proposition & Experience

About Mitre 10

Since 1974, Mitre 10 has played a vital role in New Zealand's home improvement landscape, inspiring Kiwis to enhance their homes, gardens, and workspaces through quality offerings and services.

Role Overview

As we undergo an exciting transformation, we are seeking a strategic and innovative Head of Customer Proposition & Experience to guide the evolution of how we engage and serve our customers. Reporting directly to the Chief Customer & Growth Officer, you will shape the customer value proposition and craft seamless, engaging interactions that foster long-term loyalty and drive business growth.

Key Responsibilities

• Develop and continually refine Mitre 10's customer proposition strategy.
• Design unique and appealing customer propositions tailored to key segments.
• Create and enhance comprehensive customer journeys across digital platforms, physical outlets, and service channels.
• Leverage customer insights and behavioral data to implement improvements that positively impact commercial outcomes.
• Establish frameworks, standards, and best practices for crafting outstanding customer experiences.
• Identify and eliminate pain points across the customer lifecycle.
• Drive tangible growth in customer acquisition, conversion, and retention rates.
• Lead and nurture a high-performing team, fostering innovation, ownership, and a customer-centric mindset.

Qualifications and Experience

• Proven senior leadership experience within customer proposition, customer experience, marketing, or growth functions.
• Successful track record in creating and optimizing customer propositions targeting multiple customer segments.
• Expertise in customer journey mapping, service design, and experience management.
• Ability to transform customer insights and behavioral analytics into actionable business and customer benefits.
• Experience operating in digital and omnichannel environments.
• Strong skills in stakeholder engagement with the capability to influence and align cross-functional teams.
• Familiarity with CRM systems, personalization technologies, and customer engagement platforms.
• Demonstrated history of driving measurable improvements in acquisition, conversion, and retention metrics.
• A test-and-learn approach with enthusiasm for continuous improvement and innovation.

Benefits and Perks

• Exclusive Mitre 10 employee discounts.
• Competitive remuneration package.
• Flexible work arrangements to promote work-life balance.
• Birthday leave to celebrate your special day on us.
• Life and trauma insurance coverage.
• One paid wellness day annually.

Why Join Us

At Mitre 10, we value our people deeply and foster an environment where you can excel both professionally and personally. If you are passionate about leading customer propositions, crafting remarkable experiences, and leveraging customer-centric strategies to fuel business expansion, we welcome your application.