Senior Customer Engagement Advisor

Senior Customer Engagement Advisor

Position Description

• Build strong, lasting relationships


• Inform, engage, align


• Wellington based

He kōrero mō mātou | About us:

At KiwiRail, we connect New Zealanders sustainably, powering economic growth and ensuring vital freight and passenger services run smoothly. Our mission, "Stronger Connections, Better New Zealand," highlights our dedication to sustainability and community well-being. 

Our people make KiwiRail exceptional. By fostering a diverse, inclusive, and supportive workplace, we empower everyone to contribute their best. If you’re passionate about innovation and safety, we’d love to welcome you aboard. 

He whakamārama mo te tūranga mahi | About the role:

The purpose of this role is to build strong, lasting relationships with KiwiRail customers while leading day-to-day engagement and communications activity that supports the Interislander business. This role owns the delivery of Commercial Vehicle (CV) customer communications, engagement initiatives and events, and provides hands-on communications support for Interislander to keep customers, stakeholders and teams informed, engaged and aligned.

This role is required to:

• Deliver customer engagement and communications activity that strengthens KiwiRail Freight and Interislander CV brands and builds trusted relationships with customers and stakeholders


• Support and maintain a calendar of customer and Interislander communications, engagement initiatives, events and roadshows


• Support sales and commercial teams to retain and grow customer relationships through targeted communications and engagement activity


• Lead the planning and delivery of Interislander operational, customer and stakeholder communications during business hours, including disruption communications and issue response


• Lead the planning and delivery of communications for the Replacement Ferry Project


• Create content and communications assets across channels, including customer messages, internal updates, web content, presentations, event collateral and promotional material


• Identify and deliver proactive storytelling and communications opportunities that support Interislander CV and KiwiRail Freight objectives


• Work closely with the Communications team and internal stakeholders to ensure messaging is timely, consistent, and aligned

Ngā pukenga e rapu nei mātou | What (skills) you will bring:

Knowledge and experience

• You’re skilled in creating impactful customer and stakeholder engagements across channels, including operational updates, articles, online content, direct communications and presentations


• You have strong experience in customer engagement, communications and event delivery in a fast-paced environment


• You have experience supporting issues, disruption or change communications with sound judgement and calm execution


• You are confident working with operational, commercial and communications teams and building relationships with a wide range of stakeholders


• You will have 5+ years of relevant overall experience

Ways of working / Work-related qualities

• You make good decisions, exercise sound judgement and are politically aware


• You can work collaboratively across multiple teams and disciplines


• You’re flexible, practical and able to respond calmly under pressure

Other Requirements

• You can pass regular drug and alcohol screenings


• You have a current and valid NZ Driver's Licence


• You are able to travel domestically

Qualifications

You need:

• A relevant degree in Marketing, Communications, Journalism, Commerce/Business or a related field, or equivalent proven experience

Nōu te rourou | What's in it for you:

• Competitive salary plus 4% employer KiwiSaver contribution


• Professional development opportunities to help you grow and succeed


• Access to NZ Rail Staff Welfare Trust benefits, including holiday homes, medical support and discounted travel


• Be part of a diverse and inclusive workplace dedicated to innovation, sustainability and community impact

Kua rite, kia rite | Ready to Make a Difference?

Rā aukati | Applications close: 5 July 2026