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Onboarding and Engagement Manager

2 weeks ago

Brisbane, Australia Virgin Australia Full time

**Work type**:
Max Term**Location**:
Brisbane**Job type**:
Sales & Business Development**Applications close**:
**Onboarding and Engagement Manager**:
Hello. We’re Virgin Australia. We’re the airline that’s always done things a little different. Our way. The Virgin way. We’re on a mission to make flying better than ‘nice’. And to do that, it takes a team of talented people who are passionate about customer experience, doing the right thing always, with a focus on safety - in the air, on the ground and in our workplaces. A team who values real diversity and inclusion, in a big brand with big ambitions.

**About the role**

Based at Virgin Australia HQ in South Brisbane, the **Onboarding and Engagement Manager**will be instrumental in enhancing the customer experience from onboarding through to long-term engagement. In this position you will be creating a mutually beneficial relationship between our customer and Virgin Australia.

With a focus on our Business Flyer program, you will collaborate with both customers and internal teams to improve onboarding rates, drive wallet share, and boost customer engagement. Your role will involve ensuring a seamless onboarding experience while accelerating the shift in share to Virgin Australia, ultimately fostering stronger customer loyalty and satisfaction.

**Further responsibilities include**:

- Develop a tailored onboarding process for customers within their first 90 days, ensuring a seamless and impactful start to their journey.
- Evaluate and enhance onboarding strategies, materials, and engagement tactics for both managed and unmanaged accounts, using data-driven insights to improve productivity and satisfaction.
- Design and implement programs to strategically re-engage targeted customer segments and accelerate share shift to Virgin Australia.
- Plan, create, and manage self-service and on-demand training materials to support all Business Flyer customers effectively.
- Collect and analyse customer feedback to drive product adoption, retention, and continuous improvement, collaborating with product teams to shape the roadmap.
- Partner with internal teams, including product, sales, marketing, and strategy, to deliver a unified and exceptional customer experience.
- Coordinate collateral in partnership with the Virgin Australia marketing team to support customer communications
- Define customer nurture model, company profile and key stakeholders to ensure robust and comprehensive CRM profile
- Drive continuous improvement of customer onboarding, implementation, and sales collateral

**Please note: This is a 12-month opportunity with the potential to extend.**

**Who we’re looking for**:

- At least 5 years’ experience in a corporate environment
- Proven success in a technology-focused environment, with a track record of achieving measurable targets/KPIs.
- Proficient in building and maintaining relationships with key clients and stakeholders.
- Adaptive mindset and ability to drive out a meaningful pathway for internal and external stakeholders.
- Strong background in developing and executing strategic sales plans.
- Expertise in identifying and capitalising on new business opportunities.
- Strong analytical and problem-solving abilities, with demonstrated experience to assess complex business challenges and develop solutions that drive value
- Strong understanding of market trends, industry dynamics, and competitive landscapes.
- Sound knowledge of Microsoft Office (Excel, Word, PowerPoint, Outlook).
- Strong customer service mindset and a commitment to delivering exceptional value.
- Familiarity with CRM tools (e.g., Salesforce) for tracking customer interactions.

**We’re committed to looking after you, with some of the best benefits and conditions in the industry - including (but not limited to)**:

- Discounted flights for you and your loved ones (including $1000 worth of travel credits per year)
- One of Brisbane’s most admired head office locations, with South Bank train station, a supermarket, pharmacy, and lunch options downstairs plus a 5-minute walk to the Busway, a rooftop restaurant and onsite gym (with a low membership fee) and South Bank Parklands just across the road
- Discounts on travel insurance, lounge membership, car hire, accommodation, and experiences worldwide
- Cheaper hospitality, retail, technology, beauty and wellness services
- A comprehensive Employee Assistance Program, which offers confidential coaching and support from qualified professionals for all aspects of life - physical, mental, social and financial
- ‘Dress for Your Day’ - enjoy the freedom to wear whatever makes you feel great for the type of work you do and the day you have ahead of you.

**When everyone is included, everyone wins**

**Ready to apply?**

We’re ready to hear from you.