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, you'll play a pivotal role in strengthening and growing our Consumer Partnerships portfolio. You'll be responsible for reviewing existing partner performance, identifying new opportunities across current and emerging sectors, and managing the full partnership renewal process. With a focus on driving innovation and growth for the Velocity program, you'll work closely with Partnership Managers and the Business Development team to maximise value and deliver meaningful outcomes.

Key Responsibilities:

• Managing the end-to-end partnership lifecycle, including reviews, renewals, and alternatives.
• Collaborating with Partner Managers to strengthen and grow existing relationships.
• Identifying new growth opportunities within the portfolio and across new partnerships.
• Championing and delivering partner engagement initiatives to deepen relationships.
• Analysing prospective partner metrics, business drivers, and growth opportunities.
• Negotiating strong commercial agreements that drive mutual value.
• Designing strategies to measure incremental benefits for program partners.
• Leading initiatives to uplift NPS and improve partner experience.
• Contributing to the Consumer Partner leadership team in shaping and executing strategy.
• Assisting in leading, motivating, and developing a high-performing team.

You'll be great in this role if you:

• Tertiary qualification or equivalent experience in a relevant field.
• Strong understanding of loyalty businesses, customer engagement, and industry best practices.
• Proven track record in managing and renewing partnerships, including negotiation of complex, high-value contracts.
• Demonstrated success in driving customer satisfaction and improving NPS outcomes.
• Commercial acumen with financial and analytical skills to build, measure, and deliver strong business cases.
• Exceptional stakeholder management and interpersonal skills, with the ability to influence at all levels, including C-Suite.
• Experience delivering multi-million-dollar revenue deals from initiation through to closure.
• Excellent communication and presentation skills, with the ability to consultatively sell and create impact.
• Leadership capability, with the ability to motivate teams while working autonomously when required.

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.