Customer Segment Leader - Small and Medium Enterprises

Posted on 03-Oct-2017
Application Close Date: 20-Oct-2017
Job Details
Executive & Senior Management
Position Type:
Permanent Full-Time
Job Reference:

Inland Revenue is taking big steps forward, with new appointments to be made into the leadership teams of the newly formed Customer & Compliance Services groups (CCS).

Reporting to the Deputy Commissioner Customer and Compliance Services - Business, the Customer Segment Leader – Small and Medium Enterprises will provide leadership and direction for this critical segment of the economy, to ensure delivery of the segment strategy. This newly created role is responsible for delivering the segment customer experience and improving long term compliance, while championing IR's customer-centric and intelligence–led culture.

Critical among the attributes you will bring to this role will be your ability to engage senior leaders and teams to translate strategies into action.  You will be motivated by a senior leadership opportunity that enhances customer value and positively contributes to the economic well-being of New Zealand.

Principally you will:

  • Develop and deliver your customer segment strategy, optimising services to ensure the right outcomes for our customers, IR and the government.
  • Lead a team of over 400, across New Zealand, to provide customer services and interactions to deliver the desired customer experience and segment outcomes.
  • Provide product and customer intelligence to key stakeholders to inform organisational and Ministerial decision making.

You will have the appropriate credibility, skills and knowledge to provide services to Māori customers in the spirit of the Treaty of Waitangi.

To achieve these outcomes you will partner with other leaders to develop and deliver an integrated customer strategy to represent IR and our partner agencies in different communities, supporting the provision of joined-up services.

 We are looking for some key attributes in your experience, including:

  • Deep operational management experience in a complex customer services environment, delivering both tactical and strategic outcomes
  • Significant experience of leading distributed teams with multiple professional disciplines
  • Expertise in high value financial and commercial management, creating measureable results aligned to organisational outcomes.
  • Significant experience in leading change across organisational and customer dimensions
  • Expertise in providing high quality information, advice and services to internal and external customers, providing proactive and tailored responsiveness to their needs.


This role will appeal to an exceptional business leader who is seeking to make a difference in a high-performing, complex service organisation. This is a rare opportunity to be part of a significant business transformation programme that will have far-reaching benefits and a positive impact on customers, Inland Revenue and the government.

Confidential enquiries and applications should be directed to Warren Young Recruitment Manager at Inland Revenue by 5.00pm on Friday 20th October 2017. Contact us via email at or telephone: +64 4 890 1513