Customer Engagement Manager

About Us

We're a not-for-profit organisation on a mission to transform ourselves and empower New Zealanders to live their healthiest lives.
 

With almost a million members in our care, we are New Zealand's leading health insurer.

We have an unstoppable focus, delivering outstanding experiences to our members in their time of need. This is an exciting time to be part of our journey and in return for your extraordinary talent, we'll provide a high performing values-based team environment where people are at our heart.

About The Role

As Customer Engagement Manager, this role leads the design and delivery of customer engagement programmes with a strong focus remediations, compliance, direct communications with members. It champions data-driven strategies that enhance customer communications, elevate the customer experience, improve retention, and build brand affinity — reinforcing our health and wellness promise.

In this role, you’ll champion strategies that put our customers first, using data-driven insights to shape engagement journeys that feel personal, relevant, and effective.

Key Responsibilities

• Lead engagement strategy & campaigns – design and deliver data-led programmes that retain customers and drive sustainable growth.
• Ensure excellence in customer communications – manage end-to-end processes with accuracy, compliance, and impact.
• Optimise data & decisioning – oversee data flows, briefs, and logic that power smart, targeted communications.
• Drive continuous improvement – refine processes and feedback loops to strengthen engagement outcomes.
• Collaborate across teams – partner with CX, UX, brand, and digital to embed insights into customer journey design.
• Measure & refine – monitor activity effectiveness, uncover insights, and evolve strategies for even greater results.

About You

• Strong experience managing complex engagement processes and data flows.
• Copywriting skills to craft simple, customer-friendly messages.
• Ability to interpret marketing effectiveness and translate insights into action.
• Knowledge of CRM, marketing automation, and communications platforms.
• A data-first, strategic mindset with a focus on customer loyalty and retention.
• Familiarity with Agile ways of working and adaptive delivery models.

This is a great opportunity to bring your expertise into a dynamic, purpose-driven environment where your work will directly impact customer experience and business outcomes. 

Our values who we are and what’s important to us. 

Ngākau nui. Āhurutanga. Tikanga.

Join a proud diverse team, that's always there, always real, always true. If you thrive in a caring, honest and open culture, we think you’ll love working with us.   

We know that it is our team’s culture and wellbeing that will drive us forward. That’s why we prioritise not only professional development opportunities but opportunities to thrive personally, too. We offer exceptional work/life balance and our employees are encouraged to – and rewarded for – living well.   

Southern Cross Employee Benefits Include:

• Five days of wellbeing leave per year    
• Health insurance for you and your immediate whānau   
• Life insurance cover and discounts on pet and travel insurance   
• Extra parental leave benefits and financial wellbeing support   
• Participate in our workplace wellbeing programme. 

Our commitment to LGBTQIA+ and minority communities is reflected in our culture, and we run a regular Diversity and Inclusion Forum to help ensure this continues to flourish. 

If you share our commitment and passion, then apply now!