Senior Customer Engagement Strategist

Museum of New Zealand Te Papa Tongarewa; Wellington; On-site; NZD 92,000 - 109,000; Full time

Benefits offered by this job

Staff discounts

Free exhibitions

Onsite parking

Health & wellbeing

Dental & vision discounts

Job summary

The Museum of New Zealand Te Papa Tongarewa in Wellington is seeking a Senior Customer Engagement Advisor to shape audience development, moving Te Papa toward personalised, one-to-one engagement at scale. You will blend strategic thinking with hands-on delivery to grow visitation and long-term value.

Reporting to the Manager Marketing, you will own end-to-end journeys, execute eDM strategy, and collaborate across channels while ensuring privacy and consent.

Qualifications

• Experience in growth marketing, lifecycle marketing or customer engagement.
• Experience with marketing automation and CRM platforms.
• Experience connecting audience journeys to commercial value.

Responsibilities

• Develop and maintain end-to-end customer journeys across key touchpoints (awareness, visitation, membership, donation, retail).
• Own eDM as a channel: strategy, governance, segmentation, automation, deliverability, performance and database hygiene.
• Lead development of personalised, one-to-one engagement approaches 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 customer journey activity across paid, owned and earned channels for remarketing and retention.
• Ensure all engagement activity meets consent, privacy and opt-in requirements with Privacy and Digital teams.
• Support marketing and digital teams to improve website performance and the customer journey.
• Monitor and report on performance to continuously improve engagement outcomes.

Skills

eDM capability

Marketing automation

CRM/Email marketing

Lifecycle marketing

Data analytics

Strategic thinking

Stakeholder management

Tikanga Māori

Tools

Mailchimp

Salesforce

Klaviyo

HubSpot

Microsoft Dynamics365

Job description

The Museum of New Zealand Te Papa Tongarewa in Wellington is seeking a Senior Customer Engagement Advisor to shape audience development, moving Te Papa toward personalised, one-to-one engagement at scale. You will blend strategic thinking with hands-on delivery to grow visitation and long-term value.

Reporting to the Manager Marketing, you will own end-to-end journeys, execute eDM strategy, and collaborate across channels while ensuring privacy and consent.