Customer Engagement & Insights Manager
At DVML, we don't just host events. We create experiences that bring people together, showcase our region, and make Dunedin proud.
From major international concerts and sporting fixtures to business events, memberships and premium hospitality experiences, our venues welcome thousands of visitors every year.
We're looking for an experienced and passionate Customer Engagement & Insights Manager to lead our customer engagement strategy and help shape how people connect with our venues, events and experiences.
This is a unique opportunity to combine customer experience, data insights, audience growth and relationship management in a role that directly influences the future success of our business.
About the Role
Reporting to the General Manager - Commercial, you will lead the development and delivery of customer engagement initiatives that drive audience growth, retention, loyalty and customer satisfaction across the organisation.
You will use customer insights and data to better understand our audiences, identify opportunities for growth, and enhance the experiences we deliver across memberships, hospitality offerings and major events.
Working closely with our Commercial Manager, Marketing Manager and Ticketing team, you will ensure customer needs remain at the centre of business decision-making.
You will also lead and support our Membership Coordinator while championing a customer-first culture across DVML.
Key Responsibilities
Customer Engagement & Audience Growth
- Lead DVML's customer engagement strategy.
- Drive audience development, retention and loyalty initiatives.
- Identify opportunities to strengthen customer relationships and advocacy.
- Champion a customer-centric approach across the organisation.
Customer Insights & Data
- Analyse customer behaviour, attendance patterns and engagement trends.
- Develop meaningful customer insights to support business decision-making.
- Lead customer surveys, feedback programmes and research initiatives.
- Maintain and optimise CRM and customer database processes.
- Provide regular customer insight reporting and recommendations.
Membership Growth & Retention
- Lead the ongoing development of DVML's membership programme.
- Drive membership acquisition, retention and engagement initiatives.
- Ensure members receive exceptional value and experiences.
- Support and develop the Membership Coordinator.
Customer Experience
- Identify opportunities to enhance the customer journey across all touchpoints.
- Develop initiatives that improve customer satisfaction and loyalty.
- Support the delivery of premium customer and hospitality experiences.
- Champion continuous improvement across all customer interactions.
Collaboration & Commercial Support
- Work closely with the Commercial Manager to enhance sponsor and partner experiences.
- Collaborate with the Marketing Manager to align engagement initiatives with marketing campaigns.
- Partner with the Ticketing team to leverage customer and attendance data.
- Contribute customer insights to the development of new products and experiences.
Event Leadership
- Represent DVML at key events.
- Oversee the delivery of membership and customer engagement initiatives.
- Be highly visible and proactive in supporting customers and stakeholders during major events.
About You
You bring a strong customer mindset, a commercial lens and a genuine desire to create exceptional experiences. You thrive in a fast-paced environment and can move seamlessly between strategy and hands-on delivery.
You'll likely bring:
- At least five years' experience in customer engagement, customer experience, membership, marketing, hospitality, tourism, events or a related field.
- Experience using customer insights and data to inform decision-making.
- Strong relationship management and stakeholder engagement skills.
- Experience leading projects and driving business improvement initiatives.
- Excellent communication and presentation skills.
- Strong commercial awareness and problem-solving capability.
- A collaborative approach and the ability to influence across multiple teams.
- Previous leadership or people management experience.
How to Apply
The successful applicant will join a high-performing team in a fast-paced and exciting environment where collaboration, innovation and continuous improvement are at the heart of everything we do. This is an opportunity to make a real impact while contributing to the delivery of exceptional experiences and outcomes.
Want to learn more? Email [email protected] to request a copy of the job description or to discuss the role further. Ready to apply? Simply proceed with your application, including a cover letter and CV.
Applications close on Sunday 15th November 2026. We will be reviewing applications as they are received and may appoint before the closing date should we find the right person for the role.