Customer Experience Lead

About the Role

Join Ngāi Tahu Tourism as a Customer Experience Lead, based at the Dark Sky Project in Lake Tekapo (Takapō). This permanent, full-time position provides a meaningful opportunity to lead with kindness and care, embodying the principles of manaakitanga (hospitality), whanaungatanga (relationships), and kaitiakitanga (guardianship). You will play a key role in ensuring every visitor receives an authentic and memorable stargazing and hospitality experience that honors the rich culture of Ngāi Tahu.

Responsibilities

• Lead and inspire the team (kaimahi) to deliver outstanding daily service.
• Ensure all visitors (manuhiri) feel warmly welcomed with a professional and unforgettable experience.
• Manage bookings, retail operations, and administrative tasks with accuracy and pride.
• Contribute actively towards the organization’s commitment to achieve carbon neutrality by 2040.
• Integrate and promote Ngāi Tahu values, the Māori language (te reo Māori), and cultural practices (tikanga) throughout your work.

Workplace Commitment

• Maintain a workplace free from drugs and alcohol, with mandatory pre-employment and random testing for safety.
• Support a culture of wellbeing (hauora), accountability, and care (aroha) to foster an environment where everyone can excel.

Candidate Profile

• At least 12 months of experience in customer service and administrative roles.
• Previous supervisory experience is an advantage.
• Familiarity with the IBIS system, specifically Reservations, POS, and Scheduler, for at least 12 months.
• Passionate about retail and capable of coaching high-performance sales teams.
• A genuine enthusiasm for hospitality anchored in manaakitanga.
• Good physical endurance and mental sharpness.
• Open to personal and professional growth within a bicultural environment.
• A P licence is beneficial but not mandatory.

Why Work With Ngāi Tahu Tourism?

• Be part of a mission-driven organization with strong cultural foundations.
• Work in one of New Zealand’s most stunning natural locations under the stars.
• Advance your leadership skills within a supportive and family-oriented team.
• Help build a lasting legacy for the Ngāi Tahu people and future generations.

Māori Value Statement

“Mō tātou, ā, mō kā uri ā muri ake nei” – For us and for our children after us.

We welcome applicants ready to lead with compassion, uphold our cultural values, and contribute to something greater than themselves. Become a guardian of extraordinary experiences at the Dark Sky Project by applying today.