Christchurch International Airport Ltd

Customer Experience Manager

Christchurch International Airport Ltd

Retail and Lifestyle

Job listing link
Applications Close - End of Day: 04-09-2016


New Zealand

Work type:

• New Key Senior Leadership Position
• Customer Focused Commercial Role
• Transforming The Everyday To The Extraordinary

Christchurch International Airport Limited (CIAL) is the gateway to the South Island and New Zealand’s second largest airport. The airport plays an active and important role in championing the economic and social outcomes of Christchurch and the South Island through a highly focused business strategy built around three pillars (planes, passengers and property). The opportunity exists for an exceptional individual to join this high performing organisation and take the terminal’s customer experience and commercial outcomes to the next level. 

Reporting to the Chief Aeronautical & Commercial Officer, the Manager – Customer Experience is a key new leadership and transformation role for CIAL that focuses on all aspects of the passenger experience between the park (ground transport, car parking) and the plane (retail, F&B and airport services within the terminal). 

Based in Christchurch and leading a team of 100 (via 4 direct reports) this position will ensure that CIAL has the most relevant and compelling mix of products and services available for the many different customers utilising the airport. Putting the customer at the centre of the experience, this role will focus on enhancing customer journeys, enhancing commercial outcomes and ensuring compliance and high standards in all areas of Kaitiaki (safety, security and sustainability). 

Applicants will have a proven track record of working in a senior leadership capacity in a fast-paced, multi-faceted business environment, developing and delivering exceptional customer experiences and enhancing commercial performance. Tertiary qualified (e.g. business, operations or marketing), candidates will also possess related industry knowledge and experience (airport/large venue management/multiple retail management) and be well versed working across multiple stakeholder groups in a strategic and operational capacity. 

The passion and ability to continually raise the bar in relation to customer experience is essential, as is the ability to develop and implement new initiatives and lead significant change. Exceptional leadership, relationship building, and communication skills are essential for success in this role, along with well- developed levels of commercial acumen.

This is a great opportunity to help one of Christchurch’s, the South Island’s and New Zealand’s most important strategic assets enhance its commercial performance by focusing on its own most important strategic asset – its customers.To apply in strict confidence now, please complete the ‘apply for this job’ application form, attaching your cover letter and CV. Applications close on 4 September 2016.

Emails will be electronically acknowledged and further correspondence may be by email.

Click here to view the Position Description.

For more information please phone Nick Gee on (03) 353 4354 (DDI).

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