Senior Manager, Customer Experience & Growth (Retail)

Qantas Airways; Sydney; On-site; AUD 180,000 - 240,000; Full time

Job summary

Qantas Loyalty, part of the Qantas brand, seeks a Senior Manager Customer Experience – Retail to lead end-to-end delivery of customer, product and commercial initiatives across the lifecycle.

You will drive customer satisfaction, retention and growth, build financial models, manage strategic partnerships and govern programs at the Mascot Corporate Campus in Sydney. This role offers a 10-month fixed-term contract and significant leadership exposure.

Qualifications

• Tertiary qualification in Business, HR, Commerce or related discipline.
• 5+ years of relevant commercial experience.
• Experience in a large retail environment is desirable.
• Demonstrated leadership with at least 5 years leading teams, programs or initiatives.
• Proven ability to deliver complex projects from planning to implementation.
• Strong facilitation and stakeholder engagement skills.
• Excellent written and verbal communication for business reporting.
• Ability to navigate ambiguity with a pragmatic, solutions-focused approach.
• Strong relationship management and influencing skills across levels of the organisation.

Responsibilities

• Lead end-to-end delivery of complex customer, product and commercial initiatives from planning to execution.
• Develop financial and revenue models and evaluate investment opportunities.
• Manage key strategic partnerships and supplier relationships.
• Negotiate commercial agreements and monitor performance.
• Establish governance and delivery frameworks to track project performance and risks.
• Champion innovation and continuous improvement to enhance customer experiences.
• Collaborate across teams to align priorities and influence decisions.

Skills

Leadership

Project management

Stakeholder engagement

Communication skills

Strategic thinking

Commercial acumen

Governance

Relationship management

Education

Tertiary qualification in Business, HR, Commerce or related

Job description

Qantas Loyalty, part of the Qantas brand, seeks a Senior Manager Customer Experience – Retail to lead end-to-end delivery of customer, product and commercial initiatives across the lifecycle.

You will drive customer satisfaction, retention and growth, build financial models, manage strategic partnerships and govern programs at the Mascot Corporate Campus in Sydney. This role offers a 10-month fixed-term contract and significant leadership exposure.