Guest Experience Leader

Have you dreamed of a job that combines your love of the outdoors and exploring New Zealand with meaningful work? Looking to join a thriving tourism company where your skills make a real impact? Want to work in a fun, supportive environment with a team that genuinely enjoys what they do? This could be your next adventure.

Who is Wilderness?

Wilderness is a New Zealand–owned family business that’s been at the forefront of tourism for over 20 years. We rent premium motorhomes to both locals and international visitors, and we’re also the exclusive New Zealand distributor for some of Germany’s top motorhome brands.

We’re here to help our customers create unforgettable journeys across Aotearoa in beautifully crafted European motorhomes. But it’s not just about the vehicles—it’s about the experience we deliver, which our glowing reviews speak volumes about.

With tourism in full swing and strong demand for our products and services, now’s a great time to join the Wilderness team.

What will you do?

The Guest Experience Leader is responsible for developing and implementing strategies that enhance customer satisfaction, build guest loyalty, and drive a world-class guest experience.

This position also leads the adventure support team, ensuring operational efficiencies align with company goals and strategic direction. In this pivotal role, you\’ll be more than just a leader—you\’ll be the architect of our guests\’ journey, ensuring every interaction is seamless, memorable, and aligned with our company values.

Craft the Ultimate Guest Experience: You will develop and implement strategies to build guest loyalty and engagement, making sure our service standards are consistently world-class. From analysing feedback to resolving issues, you\’ll ensure we deliver outstanding service that exceeds expectations.

Lead and Empower a High-Performing Team: You\’ll provide direction and leadership to our adventure support team leaders, fostering a culture of continuous improvement and collaboration. You\’ll oversee recruitment, set clear goals, and mentor your team to grow their capabilities.

Drive Operational Excellence: You\’ll manage team resourcing to match seasonal demand, control costs, and negotiate with external vendors to ensure efficiency and value. You will also assist in developing the annual customer service budget and collaborate on projects that streamline our processes.

Champion a Culture of Safety and Environmental Responsibility: You will promote a strong culture of health and safety and sustainability across the team, suppliers, and for our guests. By identifying risks and implementing continuous improvement initiatives, you\’ll ensure a safe and sustainable environment that aligns with our company goals.

What we need from you:

Bachelor’s degree in business and/or management preferred OR equivalent experience in leadership, customer service, or business operations.

5+ years of leadership, team management, or strategic customer service experience, OR an equivalent combination of relevant experience.

Strong background in customer experience strategy and service optimization.

Experience with business process improvement.

Proficiency with CRM tools and service performance monitoring.

Excellent communication, conflict resolution, and negotiation skills.

Contract management and project oversight experience.

Resilient & Adaptable: Thrives in dynamic, high-demand environments, demonstrating the ability to navigate challenges calmly and effectively.

Innovative & Collaborative: Develops creative solutions while working effectively with diverse teams, fostering a culture of shared success.

Committed to Growth: Continuously learns and develops professionally, embracing new challenges and knowledge.

Strong Cultural Alignment: Fits with the Wilderness culture and aligns with the company values.

Multilingual (Advantageous): A valuable asset for connecting with a diverse customer base and enriching team dynamics.

Ability to drive large vehicles e.g. motorhomes.

Permanent legal entitlement to work in NZ

7 reasons why you would want to be part of our team:

We have a strong sense of purpose – everything we do relates back to our mission and values.

Everyone has a passion for what they do and you can feel it.

You get to learn and grow in a fun and supportive environment.

You get to work with people from different backgrounds and all walks of life.

You will work with the digital marketing gurus in the tourism industry and have access to high-performance coaching.

We are performance-driven and reward you for your achievements.

We actively encourage you to travel and explore using our motorhomes.

Caring deeply about our people comes naturally to us. That’s why we are committed to fostering a diverse and inclusive workplace where all team members are valued, respected, and given equal opportunities. We encourage applicants from all backgrounds to apply. Learn more by reading our Diversity, Equity, and Inclusion (DEI) policy at https://www.wilderness.co.nz/about-us/sustainability-promise/dei-policy

If the above is you, apply now with your CV and cover letter outlining why you are the right fit for this role and why you want to join the team. Only people who send both documents will be considered for this position.

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Your application will include the following questions:

Which of the following statements best describes your right to work in New Zealand? How many years\’ experience do you have as a Guest Experience Leader? How much notice are you required to give your current employer? Do you have a current New Zealand driver\’s licence? How many years\’ experience do you have as a customer service specialist? How many years of people management experience do you have? Are you available to work outside your usual hours when required? (e.g. weekends, evenings, public holidays)

To help fast track investigation, please include here any other relevant details that prompted you to report this job ad as fraudulent / misleading / discriminatory.

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