Manager, Customer Success

Step into an exhilarating journey with Velocity Frequent Flyer Virgin Australia's award-winning loyalty program with over 13 million members and counting. We make rewards fast and meaningful — from dream holidays and upgrades to retail, fuel, and everyday perks.

What you'll be doing:

As Manager, Customer Success (Financial Services Partnerships) will play a key role within the Commercial team at Velocity Frequent Flyer. Reporting to the Head of Financial Services Partnerships, you will be responsible for managing a portfolio of financial services partners, ensuring both Velocity and its partners achieve their business objectives and deliver strong outcomes.

In addition, the Manager, Customer Success position will create unique, differentiated strategies for our partners, while also identifying and pursuing new opportunities that support innovation and growth within the Velocity program. An eye for detail, a head for numbers and a passion to identify opportunities to transform how Velocity can drive mutually beneficial partner outcomes will see you succeed in this role.

Key Responsibilities:

• Assist in augmenting and executing the financial services partnership customer success strategy.
• Establishing & maintaining strong Partner relationships and demonstrating the value of Velocity to Partners.
• Identifying new growth opportunities within the portfolio and with new partnerships.
• Champion and deliver new partner engagement initiatives to deepen relationships
• Identification and analysis of partner financial metrics, business drivers to develop accurate forecasts and spot opportunities for growth.
• Ongoing management and reporting on identified strategic transformation initiatives relevant to your partner portfolio
• Identify opportunities to implement innovative commercial constructs with partners, align strategically and develop  sound commercial agreements in collaboration with Velocity legal with Partners.
• Creating Value led content to share in regular partner meetings and support  Partner Quarterly Business Reviews with the Partnership specialists.
• Guide, manage and develop your Customer Success support team member
• Design strategies to measure incremental benefit to program partners.  Implement initiatives to uplift NPS scores.
• Working closely with the internal stakeholders in Marketing, Operations, Finance, legal and Data Analytics to ensure that a range of promotions are provided to Velocity Members throughout the year.
• Set budget targets, report on performance and manage all billing and reconciliation of Partners.
• Assist in leading and motivating a team of Financial Services Partnership professionals.

You'll be great in this role if you:

• 8 years (+) commercial experience across Financial Services /loyalty / key account management / sales.

• Deep knowledge of Financial Services Industry – cards and payments.

• Understanding of Loyalty businesses and concepts.

• Extensive experience in 3rd party Relationship Management.
• Proven track-record of negotiating successful multi-million-dollar revenue partner Agreements from initiation to commercial alignment and Agreement execution.
• Confident with planning, budgeting, forecasting and reporting.
• Balance scorecard performance setting, tracking and delivery.
• Demonstrated practical data analytical experience used to inform business decision making.
• Comfortable working in a fast paced environment with a dynamic, respected and well loved challenger brand.

What you'll get from us:

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

• Heavily discounted air travel for you and your loved ones (including $1000 worth of travel credits per year)
• Flexible working arrangements (including work hours and work from home)
• Discounts on travel insurance, car hire, accommodation and experiences worldwide
• Discounted Virgin Australia Lounge membership
• Hospitality, retail, technology, beauty services and wellness discounts
• Wellness support, including the betterme digital wellbeing platform
• 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 is appropriate for the type of work you do and the day you have ahead of you

Equality rules:

We're all individuals. We love that. That's why we encourage applications from Indigenous Australians, people with disability, those from diverse cultural backgrounds, our friends in the LGBTQI+ community, and anyone else who wants to join our family.

Ready to apply? We're ready to hear from you. Apply now.