Senior Manager Customer Experience - Retail

• Join Qantas Loyalty in a key leadership role responsible for driving customer satisfaction, retention, and growth
• Delivery of exceptional customer experiences throughout the entire customer lifecycle
• 10M Fixed-Term role based at our Mascot Corporate Campus 

Qantas Loyalty is an integral part of the Qantas brand, with a vision to be the most valued and trusted Loyalty ecosystem that makes every day more rewarding. With a focus on rewarding loyalty and fostering lasting relationships, our business is dedicated to providing unparalleled value and benefits to our members. From earning points on flights, shopping and everyday purchases to enjoying exclusive perks and privileges, Qantas Loyalty is committed to delivering exceptional service and rewards.

As the Senior Manager Customer Experience – Retail, you will be responsible for leading the end-to-end delivery of complex customer, product and commercial initiatives, from strategic planning and business case development through to implementation and operational execution. Working across a broad range of programs, you will leverage strong commercial acumen and strategic thinking to develop financial and revenue models, evaluate investment opportunities and drive decisions that maximise business performance and long-term value for the Qantas Group.

You role will lead the management of key strategic partnerships and supplier relationships, including negotiating commercial agreements, monitoring performance against agreed outcomes and identifying opportunities to optimise value and return on investment. Acting as a trusted advisor to senior stakeholders, you will collaborate across multiple teams to align priorities, influence decision-making and successfully navigate complex business challenges.

A key focus of this position is establishing strong governance and delivery frameworks to track project performance, manage risks and ensure commercial objectives are achieved. You will also champion innovation and continuous improvement, identifying opportunities to enhance customer experiences, improve operational efficiency and implement scalable solutions that support future business growth and transformation.

What you’ll bring to the role: 

• Tertiary qualification in Business, Human Resources, Commerce or a related discipline
• 5+ years of relevant commercial experience
• Experience within a large retail environment is desirable, but not essential
• 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
• Strong facilitation and stakeholder engagement skills, with experience leading workshops, discussions and cross-functional outcomes
• Excellent written and verbal communication skills, including the ability to support business reporting and communicate insights effectively to a range of audiences
• Ability to navigate ambiguity and complexity with a pragmatic, solutions-focused approach
• Exceptional relationship management and influencing skills, with the ability to build credibility and collaborate effectively with stakeholders at all levels of the organisation

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 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.

Be a part of something special and play your part in the Qantas story – apply today!

Applications close: Midnight Sunday 11th October 2026