Manager Marketing, Customer Experience

Founded in the Queensland outback in 1920, Qantas has grown to be Australia's largest regional, domestic, and international airline. Qantas has a range of subsidiary businesses that support the overall operations of the Group. The Qantas Group's main business is the transportation of customers and freight using two complementary airline brands — Qantas and Jetstar — operating regional, domestic, and international services.

Job Description

• Lead strategic marketing projects, ensure ongoing optimisation of messaging across the customer journey, develop marketing strategies that meet business objectives and improve the customer experience.
• Foster a high-performance culture by driving continuous improvement, aligning activities with Qantas' standards, and contributing to cross-channel collaboration and best practices
• Lead, mentor, and develop a direct report, supporting their professional growth.
• Permanent role based at our Mascot Campus.

We've always been pioneers, and we're proud to see that spirit in our people today. Our resilience has helped us through good and tough times, and it still drives us to keep pushing the challenging expectations today.

We are seeking an experienced and results-driven
Marketing Manager, Customer Experience
to lead the strategic marketing activity designed to optimise our customers' journey across the pre-flight and in-flight experience. In this dynamic and fast-paced role, you will be responsible for developing the marketing and communications strategies and driving improved customer experience across all customer-facing channels.

This role will develop and manage the marketing activity across key customer led business areas including Baggage, Check-in, Boarding, Fleet, Food and Beverage and Customer Strategy and CX. You will work closely with Customer and Product, Airports, Corporate Comms, Brand, Digital, Creative and many more teams to solve business problems and ensure a successful, consistent approach across all channels to help drive customer satisfaction.

You will provide valuable marketing recommendations in line with the budget, ensuring maximum return on investment and best practices are followed. You will manage a Marketing Manager and work with them to implement activity. With strong analytical and product and marketing skills, you will evaluate performance of activities and recommend optimisation strategies. This role offers the opportunity to contribute to a culture of high performance, accountability, and continuous improvement within the Qantas team.

You'll have –

• 5-10 years in roles related to Marketing ideally within service industries
• Deep understanding of all aspects of Marketing
• Demonstrated ability to build marketing plans, develop clear customer value propositions and messaging
• Strong interpersonal, communication and problem-solving skills
• Ability to work well under pressure, on multiple tasks, with tight deadlines
• Excellent Stakeholder management experience with the ability to influence outcomes
• Experience working on complex projects where you've navigated in the grey
• High level of attention to detail
• Demonstrated experience in implementing new ways of working
• Creative thinker
• Takes ownership of, and personal accountability for decisions and actions
• Ability to communicate effectively in writing and in person to executive level audiences
• Able to work independently or as part of a team as required, using initiative
• People management experience

Why Qantas?

You'll join a team where creativity and passion are encouraged. Our people come together to allow us to dream big and deliver successfully.

There are many different opportunities across our team, which means you'll be able to grow both personally and professionally at Qantas. Your development is a priority for us – so that you can maintain the high standards our customers have come to expect and can continue to develop over time. You'll be supported from day 1 with on the job training and coaching as well as our formal training opportunities. While you may start in this role, we've got a great track record of supporting our people to take their career in so many different directions, the destinations are endless.

The Qantas employee benefits program offers amazing benefits that extend well beyond travel.

• We love to travel: Enjoy heavily discounted air travel within Australia and across the globe, both for you and your family and friends, as well as exclusive deals on accommodation and holidays.
• We have flexible leave options: Make use of leave and flexible working opportunities including 18 weeks paid parental leave and the option to purchase additional paid leave for eligible employees.
• We'll give you access to thousands of rewards: Through our partnerships we can offer you discounts across shopping, food and wine, insurance, health and wellbeing, leisure and entertainment. You can also take advantage of our salary packaging program including motor vehicles, eligible portable electronic devices and professional memberships.
• We'll support your wellbeing: Whether it's learning to better support your own and others' mental health, our interactive wellbeing app or your very own tailored nutrition plan.

Qantas is an equal opportunity employer committed to providing a working environment that embraces and values diversity and inclusion. We encourage Aboriginal and Torres Strait Islander, and people of all backgrounds to apply. If you have any support or access requirements, we encourage you to advise us at time of application. Your personal information will be kept confidential in compliance with relevant privacy legislation.

Be a part of something special and play your part in the Qantas story – get in touch today.

Applications close: 10 November 2025

Please note: applications will only be considered for candidates who have the right to work in Australia / New Zealand without restriction or sponsorship.