Customer Experience Manager, Hnry Stadium

About the Role

Hnry Stadium Wellington seeks a Customer Experience Manager passionate about delivering exceptional and inclusive experiences in a dynamic, fast-moving environment. This key position will support the vision of making the venue New Zealand’s most loved, by driving seamless fan, visitor, member, and stakeholder experiences while fostering a customer-centric culture across the organization.

Key Responsibilities

• Lead the establishment and embedding of a customer-focused culture in partnership with senior leadership.
• Design and execute strategies aimed at elevating customer satisfaction and engagement levels.
• Manage day-to-day customer service operations, ensuring high standards and best practices across membership, corporate boxes, and hospitality programs.
• Develop robust customer feedback collection and analysis systems to guide continuous enhancement initiatives.
• Collaborate closely with commercial, operations, and facilities teams to guarantee smooth event execution.
• Contribute to strategic planning for long-term customer experience improvements at the stadium.

Candidate Profile

• Demonstrated passion for delivering excellent customer service in demanding, fast-paced environments, preferably with experience in event management.
• Strong interpersonal and communication skills, with ability to engage partners and influence organizational change.
• Proactive, solution-oriented thinking coupled with flexibility and initiative.
• Exceptional organizational abilities with attention to detail and time management skills.
• Capability to thrive in small team settings and adapt to evolving event industry requirements.
• Familiarity with Salesforce or other CRM platforms is advantageous.
• Availability to work hours aligned with the demands of the events industry.

Why Work at Hnry Stadium?

Join a passionate and collaborative team shaping memorable experiences for hundreds of thousands of annual visitors to one of New Zealand's premier venues. From sold-out concerts to major sporting events and exhibitions, your role will directly impact the moments guests cherish long after events conclude. Be part of a commitment to position Hnry Stadium as the nation’s most beloved venue, where outstanding customer experience is paramount.