Title:  Head of Crew and Onboard Experience

Head of Crew and Onboard Experience

Position Description

• Leadership and inspiring focus
• Contribute to a world-class service
• Permanent, Christchurch 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:

Great Journeys New Zealand (GJNZ) operate some of New Zealand’s most iconic Tourism experiences and Interregional commuter trains – The TranzAlpine, Coastal Pacific, Northern Explorer, Capital Connections and Te Huia services. Over recent years we have transformed how we offer unique experiences to domestic and international visitors. Originating from scenic train travel, we now offer Scenic day trips, event trains, short break train getaways and fully guided multi-day rail tours.

This pivotal role is responsible for delivering exceptional guest experiences by leading, managing and inspiring the onboard crew and their leaders to provide a world-class service. 

Your key focus will be to:

• Lead strategies to deliver exceptional customer experiences
• Management and development of crew
• Deliver operational excellence and remain abreast of technology
• Ensure safety and compliance standards are met and adhered to
• Build strong internal and external relationships
• Drive a culture of continuous improvement

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

• Minimum of 5 years’ experience leading and developing a high performing team in a large complex environment
• Proven management experience gained in the service industry or a customer focused-organisation
• Tech savvy and confident in using a range of IT programmes
• Commercial mindset, flexibility and practical approach
• Experience building rapport with business partners
• Relevant Tertiary qualification and industry certifications

This is a significant role within our team and requires a person who is experienced and knowledgeable in providing exceptional customer service. 

Nōu te rourou | What's in it for you:

• Excellent salary package
• 4% KiwiSaver employer contribution
• Wide range of benefits
• A fantastic team culture
• A diverse, energetic workplace
• Ongoing training and development

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

If you are looking for a career where you can serve as a brand ambassador, ensuring that crew members embody the company’s values and consistently deliver a premium service that aligns with brand expectations, don’t miss out on this opportunity.

Rā aukati | Applications close: 29 June 2025 unless filled sooner.