Customer Lifecycle Marketing Specialist

Job description

Kia ora! Marketing at Air New Zealand is evolving and we're looking for a Customer Lifecycle Marketing Specialist to be part of that future. We aim to be at the cutting edge of customer experience, bringing together human insight, creativity, data, AI and emerging technology to make every interaction more relevant, useful and personal. We believe the future of great marketing is not about choosing between human connection and technology but using technology intelligently to enable better human experiences and stronger customer and commercial outcomes. The role Our Customer Lifecycle Marketing teams are focused on building enduring customer relationships and growing long-term customer value. We use a deep understanding of customers, their needs, behaviours and lifecycle context to determine who we should engage, when and where we should show up, and how marketing can add value for both the customer and the business. From lifecycle strategy and audience design through to journey orchestration, experience design, experimentation and measurement, you’ll work within cross-functional squads to influence customer behaviour, strengthen relationships and drive sustainable customer and commercial growth. What you’ll be doing Design and optimise customer journeys across email, web, and other owned channels to create seamless customer experiences. Create useful, persuasive content and experiences, applying strong marketing messaging, copywriting and content design to drive action while building longer-term trust and preference. Use AI, automation, decisioning and emerging marketing technology to improve the relevance, personalisation, scale and effectiveness of lifecycle engagement, while retaining the human insight and creativity that differentiates great customer experiences. Apply conversation design and lifecycle marketing principles to AI- and LLM-powered customer experiences, using customer intent, context and lifecycle signals to create relevant interactions that influence behaviour and deliver customer and commercial value. Build testing and measurement into your work, using insights to continuously improve customer journeys and marketing performance. Collaborate with Product, Digital, Loyalty, Brand, Customer Experience and Data teams to deliver connected customer experiences and share lifecycle marketing best practice. What we are looking for We're looking for someone who brings experience in some of these areas, along with the curiosity to keep learning and developing. You don't need to tick every box. Experience across Customer Lifecycle Marketing or owned-channel marketing, with an understanding of customer journeys and engagement across different lifecycle stages The ability to translate customer insights into effective marketing activity that creates value for both customers and the business. Understanding of owned-channel customer experience, including the ability to design content that informs, engages and encourages action. Confidence using data and campaign performance insights to make recommendations and improve results. A collaborative approach, with the ability to build strong relationships and work effectively across cross-functional teams. A growth mindset and curiosity about AI, automation, emerging technology and changing customer behaviour, with an appetite to experiment, challenge established ways of working, share expertise and learn from others. Experience in travel, loyalty, retail, ecommerce or other customer-focused industries would be advantageous, as would experience with platforms such as Braze, Hightouch or Payload. If you’re a customer-centric marketer who enjoys solving complex customer problems and wants to help shape how Air New Zealand builds enduring customer relationships and grows long-term customer value, we’d like to hear from you. Please note, while we will deliver an outcome to all applications, due to high recruitment volumes we will only organise conversations with shortlisted candidates. Applications close 20 October 2026. At Air New Zealand, we are proudly committed to diversity, equity and inclusion and believe in creating a truly inclusive workplace where everyone can be themselves and thrive. Our people are our greatest asset – because while everything else we do in our operation can be replicated by our competitors, it is our people that truly set us apart. We are firm believers in celebrating the differences and diversity of thought our people bring to their roles. Whāia te pae tawhiti kia tata. Ko te pae tata whakamaua, kia tina. "Seek to bring distant horizons closer. Once near, seize them and make them your reality."