Head of Customer Strategic Relationships
Lead the most strategic customer and stakeholder relationships of Tiaki Wai, influencing outcomes across councils, communities and major customers.
Lead Tiaki Wai's key customer partnerships
Help shape the future of water services
Based in Petone
This is a full time position of 40 hours per week
The opportunity
We're looking for an experienced and strategic leader to establish and lead our Strategic Customer Relationships function. Reporting to the Chief Customer Officer, you will lead a team responsible for Tiaki Wai's most important relationships, including shareholding councils and our highest-value commercial, institutional, trade waste and development customers.
You will create a coordinated relationship model that provides a single front door for customers and councils, oversees strategic account planning, and manages issue resolution and escalation pathways. Acting as a trusted advisor to senior leaders, council executives and key customers, you will ensure customer insights inform investment, service design and long-term planning, while supporting the transition of key customer-facing services into Tiaki Wai.
Success in this role will come from building strong partnerships, proactively managing risks and opportunities, and ensuring Tiaki Wai is easy to work with. While the role provides leadership and coordination across strategic relationships, accountability for strategy, decisions and delivery remains with the relevant operational leaders.
This is a rare opportunity to build a new function from the ground up, influence the future direction of a critical public service, and make a lasting impact on communities across the Wellington metropolitan area.
About you
You're a senior relationship leader who thrives in complex environments and can confidently engage with council executives, senior stakeholders, commercial leaders and community partners. You understand the dynamics of local government and the needs of major customers, and you know how to balance multiple perspectives while maintaining focus on long-term outcomes.
To be successful, you'll bring:
Significant experience leading strategic relationship, stakeholder engagement or key account functions within a complex organisation.
A strong understanding of local government, governance processes and customer-focused service delivery.
Experience managing high-value commercial, institutional or public-sector customer relationships.
Proven success leading and developing high-performing teams
An appreciation of te ao Māori and a commitment to building meaningful partnerships with mana whenua.
Benefits
At Tiaki Wai, our purpose extends beyond delivering great water services for the region; we foster a thriving community, support a diverse workforce, and offer supportive development opportunities. We genuinely care about your safety and wellbeing.
Our benefits include:
Flexible working arrangements including up to 2 days working from home
Comprehensive wellbeing programme, including one paid wellbeing day annually
Formal and informal professional development opportunities
5 weeks annual leave accrual will be available following 2 years of continual service
For a full list of our employee benefits click here.
About us
Tiaki Wai is a council-owned organisation responsible for managing the delivery of drinking water, wastewater, and stormwater services across Hutt Valley, Porirua, and Wellington.
We manage public-owned extensive water infrastructure and oversee the delivery of safe and reliable services for our communities. We focus on long-term investment, asset management, maintenance, and delivering major infrastructure projects that support public health, environmental protection, and regional growth.
Water is a precious taonga. At Tiaki Wai, we put care into every drop and are guided by our values of Integrity, Care, and Leadership. We work directly with water consumers and in partnership with councils and mana whenua to deliver better water outcomes for current and future generations.
Applications close: Thursday, 29 October
How to apply
To view a copy of the position description: click here
To apply for the role, click on the ‘apply’ button or visit the Tiaki Wai Careers site, if you are a Tiaki Wai employee please apply using your work email.
For further information, email: james.brodey@tiakiwai.co.nz
Applicants for safety sensitive roles will be required to undergo drug and alcohol testing prior to commencing employment with Tiaki Wai. You must also be legally entitled to work long-term in New Zealand or eligible to obtain a working visa.
- Department
- Customer
- Location
- Petone Office
Petone Office
Staff benefits
1. Inclusive Culture: It is important to us that people love our culture. We embrace a workplace where diversity is celebrated, and inclusivity is at our core. Our team is united by passion, dedication, and a shared care for water and our community.
2. Safety and Support: We provide an Employee Assistance Scheme for crucial personal support, along with wellbeing and lifestyle education delivered through our Wellbe Team, ensuring you feel supported in and out of the workplace.
3. Health is Wealth: We prioritise your health with an annual voluntary health "warrant of fitness," immunisations, and flu vaccinations. Moreover, enjoy annual subsidised vision testing and contributions toward glasses to ensure clear vision.
4. Work-Life Balance: Where possible there is access to flexible work practices. And take advantage of our annual leave, reaching five weeks after three years of service, and 10 days sick leave from starting with us. In addition, take one paid day a year for your personal Wellbeing. We also offer parental leave and partner entitlements to support you during significant life moments.
5. Comprehensive Benefits: We have partnered with providers for discounted Southern Cross medical insurance, periodic vision and hearing tests, and eyewear subsidies. You can also access discounts at a range of retailers via Boost. Gain access to top-notch gear, machinery, PPE, and tools, fostering a safe work environment if you are “on the tools”. We also offer a staff referral bonus paid when a person is recruited for a senior front line position, and we may offer relocation support if you need to move into the district to work here.
6. Professional Growth: Grow your skills with a range of development opportunities. Boosting your personal and work career.
7. Community Connection: You can take one paid day a year to participate in voluntary work on a water-related activity. And maybe join our active Waiata group and be part of a community that works together, sings, and thrives together.
