Kia ora!
Shape the future of how millions of customers experience Air New Zealand.
As Senior Manager (Chapter Lead) Customer Lifecycle Marketing, you will lead the evolution of lifecycle marketing capability across the business, helping create more connected, personalised and measurable customer experiences. This is an opportunity to influence enterprise-wide marketing practices, empower high-performing teams, and drive meaningful customer outcomes through data, technology and collaboration. Working at the intersection of marketing, data and customer experience, you will enable tribes and squads to deliver seamless, relevant interactions across every stage of the customer lifecycle.
Recently recognised as New Zealand's most attractive employer, we're known for our culture of innovation, collaboration and continuous learning.
About the role
You will provide leadership across lifecycle marketing, establishing the frameworks, capability and standards that enable consistent customer engagement across owned channels.
- Lead and grow lifecycle marketing capability across tribes and squads, creating a high-performing chapter focused on excellence.
- Establish shared frameworks for customer journeys, messaging, decisioning, orchestration and personalisation to improve consistency and relevance.
- Strengthen audience strategy and customer lifetime value measurement to support smarter marketing decisions and stronger commercial outcomes.
- Embed a test and learn culture, driving optimisation and measurable improvements in retention, engagement and customer value.
- Develop governance and marketing effectiveness standards that improve performance across channels and squads.
- Coach, mentor and uplift capability across the chapter, creating an environment of continuous learning and development.
- Partner with senior stakeholders across marketing, digital, data and product to align lifecycle strategy with enterprise priorities.
What we're looking for
- Proven experience leading lifecycle marketing, CRM or customer engagement capability within a complex organization with expertise in customer journey planning, personalisation, decisioning and marketing orchestration.
- A passion for customer-centric experience that balance intelligent human connection with commercial outcomes.
- Strong leadership experience, with the ability to develop capability and influence across cross-functional teams.
- A strategic mindset, supported by strong analytical capability and a passion for data-informed decision making.
- Experience embedding measurement frameworks, experimentation and marketing optimisation practices.
- Outstanding stakeholder management skills, with the ability to build trusted relationships and drive alignment across multiple teams.
- A passion for creating exceptional customer experiences while developing people and capability.
If you meet the majority of the criteria and are excited by the opportunity, we'd love to hear from you.
What we can offer you
We want our people to live their best lives and access great benefits that support life both inside and outside work. Benefits for eligible employees include:
- Generous staff travel benefits for you, your friends and whānau.
- FlexiLeave, giving you the option to purchase up to four additional weeks of leave each year.
- A learning culture that supports your growth through development opportunities and meaningful on the job experiences.
- Access to wellbeing support, including our Wellbeing Hub, Employee Assistance Programme and Peer Support networks.
- Discounts on hotels, retail, banking, insurance, health cover and a wide range of lifestyle benefits.
Take flight and apply now
If you're passionate about shaping customer engagement at scale, developing high-performing teams and delivering measurable business impact, we'd love to hear from you. Join Air New Zealand and help create smarter, more connected customer experiences that make every journey even better.
Applications close 3rd August 2026.
Additional InformationAt Air New Zealand, we are proudly committed to diversity, equity and inclusion and believe in creating a truly inclusive workplace where everyone can be themselves and thrive. Our people are our greatest asset – because while everything else we do in our operation can be replicated by our competitors, it is our people that truly set us apart. We are firm believers in celebrating the differences and diversity of thought our people bring to their roles. We encourage candidates from diverse backgrounds, including those with a disability, additional health and mental health needs, and/or are neurodiverse to apply for our roles.
If you have encountered any accessibility barriers and require further information or reasonable accommodations to our recruitment process, please reach out to the recruiter listed on this job advert so they are able to support you to freely participate equitably in our recruitment and selection process.
Whāia te pae tawhiti kia tata. Ko te pae tata whakamaua, kia tina.
"Seek to bring distant horizons closer. Once near, seize them and make them your reality."
Skills Required
- Proven experience leading lifecycle marketing, CRM or customer engagement capability in a complex organisation, including customer journey planning, personalisation, decisioning and orchestration.
- Strong leadership experience with ability to develop capability and influence across cross-functional teams.
- Strategic mindset supported by strong analytical capability and data-informed decision making.
- Experience embedding measurement frameworks, experimentation and marketing optimisation practices.
- Outstanding stakeholder management skills and ability to build trusted relationships across multiple teams.
- Passion for customer-centric experience and developing people and capability.
What We Do
Kia Ora, Ni Hao, Gidday, konnichiwa, Talofa, Bula, Hello and Welcome to Air New Zealand, your journey starts here. Air New Zealand is one of the world's leading airlines, known around the world, not just for our name and our innovation but also for our reputation. We are recognised as "New Zealand's Most Reputable Organisation" for our strong leadership, customer service orientation, innovation, brand, corporate values, and our role as a strong ambassador for New Zealand. Each year we make sure our passengers who fly to, from and within New Zealand enjoy our uniquely Kiwi way of doing things. At Air New Zealand, we are all about people. Ambitious, helpful, proud, down-to-earth, caring people, who look after the needs of more than 13 million people every year. We look at ways of making the experience better for our customers and allowing people to experience our New Zealand. Our people drive us to be among the world's best, frequently winning awards in all aspects of our operations, testament to the Air New Zealanders living this culture daily, in the way they deliver customer experience. Whilst it's led from the top, it is delivered by thousands of people, constantly doing things that make a big difference!
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