Senior Customer Engagement Advisor (Digital & Lifecycle Marketing)

Stoppress; Wellington; On-site; NZD 92,000 - 109,000; Full time

Benefits offered by this job

Staff discounts in Te Papa stores and

Free entry to paid exhibitions

Onsite car parking

Health and wellbeing support

Dental care, health insurance and eye

Discounts from corporate partners

Job summary

Te Papa is seeking a Senior Customer Engagement Advisor in Wellington to blend strategic thinking with hands-on delivery, shaping audience development and moving Te Papa toward personalised, one-to-one engagement at scale. This role sits in the marketing team, delivering growth through data-driven, audience-centric campaigns.

You will own eDM as a channel, develop lifecycle programs, and coordinate journeys across paid, owned and earned channels to strengthen engagement and visitation while

Qualifications

• Experience in growth, lifecycle or customer engagement
• Ability to place audiences at the center of planning
• Comfort in linking customer stories to value

Responsibilities

• Develop end-to-end customer journeys across key touchpoints (awareness, visitation, membership, donations, retail)
• Own eDM strategy, governance, segmentation, automation and deliverability
• Lead personalised, one-to-one engagement at scale using lifecycle planning and journey design
• Develop and manage always-on nurture and lifecycle programmes across pre-, during and post-visit stages
• Coordinate journey activity across paid, owned and earned channels
• Ensure consent, privacy and opt-in compliance with Privacy and Digital specialists
• Support digital team to improve website performance and journey touchpoints
• Monitor and report performance to continuously improve outcomes

Skills

eDM capability

Marketing automation

CRM & email marketing

Lifecycle marketing

Analytical mindset

Strategic thinking

Stakeholder management

Tikanga Māori awareness

Tools

Mailchimp

Salesforce

Klaviyo

HubSpot

Microsoft Dynamics 365

Job description

This is a rare opportunity to build Te Papa’s digital marketing capability. Combine strategic thinking with hands-on delivery to engage audiences nationally and internationally.

About us

Te Papa is Aotearoa New Zealand’s national museum and a proud symbol of our shared identity, history, and aspirations. Our work is grounded in our commitment to Te Tiriti o Waitangi and the philosophy of Mana Taonga.

Guided by our bicultural foundation and global outlook, we are dedicated to sharing New Zealand’s unique stories with the world. As we continue to evolve, we remain focused on delivering meaningful experiences for all New Zealanders and visitors, ensuring Te Papa remains a sustainable, world-class museum for generations to come.

What you will be doing

As Senior Customer Engagement Advisor, you will bring journey-led, customer-centred marketing to one of Aotearoa New Zealand’s most iconic and trusted brands and loved institutions – shaping the audience development processes and moving Te Papa toward personalised, one-to-one engagement at scale. This role will support Te Papa to increase visitation and long-term commercial value.

Working within our marketing team, you will combine strategic thinking with hands-on delivery, using data and insight to strengthen engagement at every stage of the customer journey.

Reporting to the Manager Marketing, you will:

• develop and maintain the end-to-end customer journeys of Te Papa across key touchpoints, including awareness, visitation, repeat visitation, membership, donation and retail
• own eDM as a channel: strategy, governance, segmentation, automation, deliverability, performance and database hygiene
• lead the development of personalised, one-to-one engagement approaches at scale, using lifecycle planning, automation and journey design
• develop and manage always-on nurture and lifecycle programmes across pre-, during and post-visit stages
• coordinate customer journey activity with paid, owned and earned channels to support remarketing, retention and integrated campaign delivery
• ensure all engagement activity meets consent, privacy and opt-in requirements, working closely with Privacy and Digital specialists
• support the Manager Marketing and the digital team to improve website performance and the customer journey, contributing a performance marketing lens to conversion, on-site experience and campaign landing pages
• monitor and report on performance, using data and insight to continuously improve customer journeys and engagement outcomes.

What you will need

You will have experience in growth marketing, lifecycle marketing or customer engagement, and you naturally place audiences, communities and their needs at the centre of your thinking. You may have come to this role through digital marketing, content marketing, performance marketing or a broader marketing advisor background. You are a self-starter who is passionate about connecting people with relevant stories, and who can link that connection to real cultural and commercial value.

You will bring:

• strong eDM capability, including segmentation, content, deliverability, testing, performance and governance
• hands-on experience with marketing automation, confident selecting, implementing and optimising the technology that supports personalised marketing at scale
• significant experience with CRM and email marketing platforms such as Mailchimp and Salesforce, with experience in Klaviyo, HubSpot or Microsoft Dynamics 365 well regarded
• a track record connecting lifecycle activity to commercial outcomes, such as conversion, retention, lifetime value, repeat visitation, donation or membership growth
• an analytical mindset and the ability to translate complex data into practical, actionable decisions
• strategic thinking and a customer-focused approach to planning and delivery
• the ability to work confidently across a complex organisation, building trusted relationships with managers and kaimahi across Te Papa
• a demonstrated respect for tikanga Māori, te reo Māori, Te Tiriti o Waitangi and the Mana Taonga principle in daily work
• experience gained agency-side, in a commercial organisation, or in digital performance management or content marketing, is an advantage.

Sound like you?

You might be a great fit for this role if you are:

• Customer-centric:you believe long-term retention and relationship building matter more than a single quick win, and you adapt your approach to build trust with different people and stakeholders. You arecomfortable starting with the journey and the audience, not the channel or the campaign.
• Marketing technology fluency:comfortable choosing and adopting the right tools to support personalised, targeted activity at scale.
• Curious:driven to understand why people engage, stall, return or move on, and open to views that differ from your own
• Empathetic:able to put yourself in the customer’s shoes at every distinct stage of their journey
• Analytical and detail-oriented:meticulous with data, segmentation and naming conventions, and careful to avoid messaging mistakes
• Adaptable and resilient:comfortable with technology change, platform migrations and shifting priorities, and able to persevere through setbacks
• Collaborative:patient and open-minded when working with diverse teams who may not speak the language of marketing data
• Honest and courageous:communicates openly, takes accountability, and acts with integrity, including respecting customer privacy, data security and relevant privacy legislation
• Role modelTe Tiriti-aligned behaviours and brings tikanga Māori and te reo Māori into everyday practice

What we offer

• A supportive and values-driven team environment
• A workplace genuinely committed to Te Tiriti o Waitangi
• Tai Tamariki, an onsite kindergarten for kaimahi of Te Papa, with priority waitlist enrolment
• Staff discounts in Te Papa stores and cafes, 10 percent in the cafes and 20 percent in the retail stores
• Free entry to paid exhibitions for kaimahi, and discounted rates for whānau
• Subsidised onsite car parking
• Health and wellbeing support, including an Employee Assistance Programme, free flu vaccinations, and discounts on
• Dental care, health insurance and eye care
• Generous discounts from corporate partners, including Dulux and Panasonic

Position Details

This is a permanent, full-time position of 40 hours per week, based at Te Papa in Wellington.

Applicants must have the ability to obtain and maintain the legal right to work in New Zealand.

Prior to Te Papa confirming any offer of employment, pre-employment checks will be undertaken including criminal conviction history and reference checking as a minimum.

The starting salary will be in the range of $91,773 – $108,980 pa. Offers will be made within the range to reflect the skills and experience offered by the candidate and internal relativities.

If you have any questions or queries, please contact [e-mail]