Title:  National Customer and Crew Manager

National Customer and Crew Manager

• Location, Wellington or Christchurch
• Lead and inspire onboard crew all year round
• Develop and design processes, checklists, workflows, etc.

Position Description

He kōrero mō mātou | About us:

At KiwiRail, we connect New Zealand in a way that is safe, sustainable, and inclusive. For over 150 years, our rail network has linked communities, supported businesses, and showcased the best of Aotearoa to the world.

We are guided by our purpose, Hononga Whaikaha, Oranga mō Aotearoa — stronger connections for a better New Zealand. Our people work together to deliver for our customers, communities, and each other, with safety and wellbeing at the centre of everything we do.

He whakamārama mō te tūranga mahi | About the role:

As National Customer & Crew Manager, you will lead the onboard experience across Great Journeys New Zealand’s scenic services. You will ensure every journey delivers a high-quality, memorable experience for our customers.

You will guide onboard crews and leaders, building a culture focused on safety, service, and continuous improvement. This role combines people leadership, operational oversight, and commercial thinking to deliver strong performance across the network.

You will also work closely with internal teams and partners to improve service delivery, support food and beverage offerings, and ensure a consistent, premium customer experience. Regular presence at key customer touchpoints, including boarding and arrival, is an important part of this role and requires a flexible schedule. Ability to travel will also be required.

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

We are looking for someone who can lead with clarity, build strong teams, and deliver excellent customer outcomes.

You will bring:

• Experience managing people or teams in hospitality, tourism, or a similar customer-focused industry
• Working knowledge and experience rostering shift workers effectively, efficiently and successfully

• Proven experience leading, inspiring and developing teams in a fast-paced environment
• A strong focus on safety, wellbeing, and operational excellence
• Confidence working with data to support decisions and improve performance
• Clear and effective communication skills across a range of audiences
• The ability to build positive relationships with internal teams, unions, and suppliers
• A practical approach to problem-solving and continuous improvement
• Comfort working in changing environments and managing competing priorities

It would be an advantage if you also have:

• Experience with rostering and workforce planning
• Knowledge of food and beverage operations
• Familiarity with systems such as SAP and MS Office
• Understanding of New Zealand employment and health and safety legislation
• Previous experience working in a highly unionised environment

Nōu te rourou | What’s in it for you:

At KiwiRail, you will be part of a team that plays a vital role in connecting New Zealand.

We offer:

• A competitive salary and benefits package

• Opportunities to grow your leadership career within KiwiRail
• Ongoing training and development
• The chance to shape premium customer experiences across iconic journeys
• A supportive team environment focused on safety, collaboration, and improvement

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

If you are ready to lead teams, improve customer experiences, and contribute to a better-connected New Zealand, we would like to hear from you.

Apply now and help us deliver journeys that customers remember for all the right reasons.

Me pēhea te tuku tono | How to Apply

Submit your CV and cover letter online. If you’re a current KiwiRail employee, please apply using your internal profile.

Rā aukati | Applications close: 19th April 2026 (unless filled sooner)