Customer Journey Manager

ABOUT HALTER At Halter, we’re on a mission to enable farmers and graziers to run the most productive and sustainable operations. Our customers are using Halter to break free from the time-intensive constraints of conventional practices. Imagine watching 500 cattle stand up and walk calmly towards their next break? No quad bikes, no dogs, no fences. Just a group of cattle walking at their own pace. People say it looks like magic. Our customers are revolutionizing grazing with Halter. It's changing lives and transforming an industry. People join Halter to do meaningful work. By joining us you’ll be solving challenging problems within a talented team and a culture built for high performance. Our team out-think, out-work and out-care. We’re committed to delivering real change in the world - this isn’t easy, and in truth, we love that it’s hard. We’re backed to deliver on a mission that matters by Tier 1 investors including Founders Fund https://foundersfund.com, Bessemer Venture Partners https://www.bvp.com/, BOND, https://www.bondcap.com/ DCVC https://www.dcvc.com/, Blackbird https://www.blackbird.vc/, Promus Ventures https://www.promusventures.com/, Rocket Lab’s Peter Beck and Icehouse ventures https://www.icehouseventures.co.nz/?utm_term=icehouse%20ventures&utm_campaign=Brand+Keywords&utm_source=adwords&utm_medium=ppc&hsa_acc=4064636360&hsa_cam=16902737884&hsa_grp=134004309485&hsa_ad=592971340272&hsa_src=g&hsa_tgt=kwd-1082530126230&hsa_kw=icehouse%20ventures&hsa_mt=b&hsa_net=adwords&hsa_ver=3&gclid=Cj0KCQjw2v-gBhC1ARIsAOQdKY0J0DepRVFDmjQlAkJPbZuQnLSA5UVzUzOXYiPxkjX-SeVa513_BhkaAr-MEALw_wcB. To find out more, visit our LinkedIn https://www.linkedin.com/company/halter-limited & Instagram https://www.instagram.com/lifeathalter/. About the role A farmer who buys Halter is trusting us with their herd, their pasture and their season. When it works, they get time back and stop worrying about fences. When it breaks, it's usually in the gaps between our teams: a handoff that drops, a promise that doesn't match what arrives, a question nobody owns. We need a Customer Journey Manager to close those gaps, so every farmer gets the best of Halter from the first conversation to renewal, in every country we serve. This role sits across the whole company. You'll design the farmer, rancher and animal journey end to end, measure it, and fix it hands-on with the teams who run each part. We call this the golden path: the best experience a farmer can have with us. A smooth install day. A first week where the collars just work. A support call that sorts it first time. You'll report to the VP Customer as a senior manager, working across New Zealand, Australia, the United States and South America. Function leads own their processes and stay accountable for them. You own the journey that runs across them. When a fix crosses teams and leads can't agree, the VP Customer and the go-to-market President make the call. What you'll do • Design the golden path for farmers, ranchers and their animals, from the first conversation through install, first week, support and renewal • Get on farm early and often, in at least two countries in your first 90 days, to see the journey the way farmers live it • Map today's journey with the teams who run each part, and find where handoffs drop and promises don't match what arrives • Agree a starting point and a target for the measures that matter most, such as churn at first renewal or support contacts per farm • Build a service blueprint and get it live within six months, so function leads work from one shared view of the journey • Prioritise and fix the handoffs that hurt farmers most, working hands-on with the teams involved rather than handing over recommendations • Bring the evidence and the redesign to function leads, and take cross-team fixes to the VP Customer and the go-to-market President when leads can't agree • Account for how the journey differs across New Zealand, Australia, the United States and South America • Report regularly to the VP Customer and wider leadership on progress against the measures we agreed up front What we're looking for • Senior experience in customer journey management, service design, customer experience or operations, with a track record of improving outcomes customers feel • A history of fixing problems that cross teams, using evidence and relationships rather than formal authority • Hands-on experience mapping journeys and building service blueprints, then turning them into changes that stick • Comfort with data: setting baselines, choosing the right measures and showing whether a fix worked • Willingness to spend real time on farm and in the field, not just in workshops • A clear communicator who can bring function leads to agreement and present the case to senior leadership • Experience operating in a fast-growing, evolving environment where processes are still being built out Nice to have • Exposure to agri-tech, farming, or hardware products with a physical install and setup • Experience improving a customer journey across several countries at once • Experience reducing churn or support contacts through journey redesign • Familiarity with subscription businesses where renewal is the moment of truth Our Office First Approach There's a reason you visit your friends in person, live with your family and don't do dinners over Zoom. Humans are wired for connection. We believe a world-class, in-person office culture is the best way for high-performing teams. Being office first is a core pillar of our culture. We believe in-person connections are key to driving your own growth, learning, impact, and building genuine long-lasting relationships. Strong relationships make it easier to disagree, give feedback, and do meaningful and aligned work. We don't like having heaps of rules or policies, but this means having strong, trusted relationships is critical. We're office first, not office only. This means working from the office everyday is our default setting, but we flex when we need to. We have a high-trust culture, so everyone is trusted to do what's best for Halter. Our office vibe is something special, it's hard to describe until you're here, but people at Halter who have come from fully remote or hybrid companies say they could never go back - the high energy and spectacular people they are now surrounded by everyday makes work so enjoyable. Your growth, your learning and your impact is truly unlimited here, and a big part of that comes from being together solving problems, innovating, building context, and constantly learning from each other. JOIN OUR TEAM Halter is committed to promoting a diverse and inclusive workplace — a place where we can each be ourselves and do the best work of our lives. Research shows that while men apply to jobs when they meet an average of 60% of the requirements, women and under-represented groups of candidates tend to only apply when they meet every requirement. If you think you have what it takes but don’t necessarily tick every requirement on this job description, please still get in touch and apply to Halter. We’d love to chat to see if you’ll be an epic fit! If this opportunity sounds like you, please apply below by sending through your cover letter explaining why you’re excited about this role and working at Halter, along with your CV, and we’ll be in touch! Please also feel free to check out the careers page https://www.halterhq.com/careers for more information on working at Halter and don't forget to follow us on LinkedIn https://www.linkedin.com/company/halter-limited & Instagram https://www.instagram.com/lifeathalter/. WHY OUR TEAM LOVES WORKING AT HALTER: - Work that genuinely matters. Every now and again a company comes along that transforms an entire industry and leaves the world in a better place. Our team gets to be part of something truly meaningful, helping farmers improve their livelihoods, spend more time with their families, and build more sustainable operations. - Spectacular people solving hard problems. Our culture is designed for talented people to do work that changes lives. The team is filled with diverse, kind, and driven people who push each other to do their best work. You'll be thrown into the deep end, tackling complex challenges and building something tangible that solves real problems. - You'll grow here. Autonomy, mastery, and learning define how we work. You'll have the freedom to work on interesting problems, master new skills, and continuously develop yourself, both through your role and our $1,000 personal growth fund. - This isn't easy, and we love that it's hard. Working at Halter will be the most rewarding and the most challenging work of your life. We move fast, take bold bets, and work hard to reshape an entire industry. As one team member put it: "Joining Halter is a bit like strapping yourself to a rocket ship, but it's an epic journey to be a part of!"