Consumer Manager

Role Overview

Join us in revolutionizing fan engagement in New Zealand's sports scene. The Crusaders and Matatū teams are embracing a new chapter at One New Zealand Stadium, creating unprecedented opportunities to connect with a larger fan base. We are seeking a Consumer Manager dedicated to enhancing relationships with fans and members while delivering exceptional experiences at every touchpoint.

Key Responsibilities

• Design and implement strategies focused on expanding consumer growth through customer acquisition, engagement, and retention within ticketing, memberships, and revenue initiatives.
• Lead the mapping and optimization of customer journeys to boost lifetime value and engagement.
• Manage and innovate the Crusaders membership program inclusive of benefits, pricing, fulfillment, and overall member experience.
• Support membership and ticketing campaigns for Matatū.
• Establish and maintain consistent customer service standards across ticketing, memberships, hospitality, merchandise, and match-day experiences.
• Coordinate communications throughout the customer lifecycle to enhance acquisition, retention, and engagement.
• Oversee customer database management, including strategy, governance, segmentation, analytic insights, and reporting.
• Maintain direct involvement with Ticketmaster, Archtics, Account Managers, and related customer systems.
• Lead and mentor the Ticketing and Memberships Lead, providing oversight for seasonal customer service teams.
• Foster strong partnerships internally and externally, including with Ticketmaster and Venues Ōtautahi.

Candidate Profile

• Proven leadership in customer experience, membership, loyalty, fan engagement, or ticketing environments.
• Demonstrated success in increasing customer acquisition, engagement, and retention rates.
• Proficient in CRM systems and customer database management.
• Deep understanding of customer journey mapping, segmentation, and principles of customer experience.
• Excellent organizational, planning, and project management skills.
• Ability to analyze data and customer insights to guide strategic decisions.
• Experience in people management and developing team capabilities.
• Strong communication and stakeholder engagement skills.
• Adept at balancing superior customer experiences with commercial objectives.
• Capable of combining strategic vision with hands-on implementation.

Preferred Background

Background in ticketing platforms, membership programs, or industries related to sport, entertainment, or live events is highly desirable.

Why Work With Us?

This role offers an exciting chance to shape the fan experience for thousands at One New Zealand Stadium. You will be instrumental in nurturing first-time visitors into dedicated fans and community members. If you are passionate about fan engagement and sports communities, we encourage you to apply.

Additional Information

Applications must be submitted by close of business on Friday, 2nd October 2026.