Senior Manager, Retail Customer Experience (Fixed-Term)

Qantas Group; Sydney; On-site; AUD 180,000 - 230,000; Full time

Benefits offered by this job

Discounted air travel

Flexible leave options

Rewards program discounts

Wellbeing app

Job summary

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

Based at Mascot Corporate Campus, the role drives customer satisfaction, retention and growth, develops financial models, negotiates partnerships, and builds governance to enable scalable, innovative solutions for the Qantas Group.

Qualifications

• Tertiary qualification in Business, Human Resources, Commerce or a related discipline
• 5+ years of relevant commercial experience
• Demonstrated leadership experience, with a minimum of 5 years leading teams, programs or business initiatives
• Proven project management experience, with the ability to successfully deliver complex initiatives from planning through to implementation
• Excellent written and verbal communication skills, including the ability to support business reporting and communicate insights effectively to a range of audiences
• Exceptional relationship management and influencing skills, with the ability to build credibility and collaborate effectively with stakeholders at all levels of the organisation

Responsibilities

• Lead end-to-end delivery of complex customer, product and commercial initiatives
• Develop financial and revenue models, evaluate investment opportunities and drive decisions
• Manage key strategic partnerships and supplier relationships, including negotiating commercial agreements
• Establish governance and delivery frameworks to track project performance and manage risks
• Champion innovation and continuous improvement to enhance customer experiences and operational efficiency

Job description

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

Based at Mascot Corporate Campus, the role drives customer satisfaction, retention and growth, develops financial models, negotiates partnerships, and builds governance to enable scalable, innovative solutions for the Qantas Group.