Let the good times fly.

Join us today.

When we started back in 2000, we had one route, two aircraft and a dedicated team of just 200 people. Today, we have over 70 aircraft flying to more than 30 destinations across Australia and team of 6000 (and counting).

With travel well and truly back, we are united by our ambition to be the most loved airline in Australia, and always go one step further for our customers, colleagues and our wider community.

Join the team to today and be part of something big.

Job Overview

  • Work type:

    Full Time

  • Location:


  • Job type:

    Velocity Frequent Flyer, Sales & Business Development

  • Applications close:

Customer Success Manager Financial Services

Customer Success Manager  Financial Services

Sydney Head Office

Full Time Permanent Opportunity


Hello. We’re Velocity Frequent Flyer, loyalty program of Virgin Australia.  And we’re back (in a big way).

With a year of ups and downs behind us all, we’re now ramping things up. Looking for new, come-as-you-are team members to join our fast-growing squad, responsible for rebuilding Virgin Australia’s loyalty program, currently 10 million members strong, and counting. That’s half of Australia!

If successful, you’ll be able to brag your heart out that millions of Australians have you and your team to thank for stacking up their Points and making getting back up in the air even more exciting.


What you will be doing

The commercial team within Velocity Frequent Flyer is responsible for acquiring new and managing existing partners in our programs.  In this role you will play a pivotal role focusing on growing our programs and commercial opportunities. You will build out our partner network by analysing, engaging, acquiring and maximising revenue opportunities from new and existing Velocity partners.

Additionally, you will be responsible for creating unique and differentiated strategies for those partners and seek out new partnership opportunities to support the Velocity program innovation and growth.  In summary, this manager role will be responsible for;

  • Developing and executing the Consumer services partnership strategy
  • Driving sound commercial agreements with Partners
  • Maintaining strong Partner relationships and demonstrating the value to Partners
  • Creating content and driving QBR disciplines across Partnership specialists
  • Capturing the voice of the customer and sharing insights internally
  • Championing and delivering new partner engagement initiatives to deepen relationships
  • Implementing initiatives to lift NPS scores
  • Working closely with the internal stakeholders in Marketing, Operations, Finance and Data Analytics to ensure that a range of promotions are provided to Velocity Members throughout the year
  • Setting budget targets, reporting on performance and managing all billing and reconciliation of Partners
  • Identifying new growth opportunities within the portfolio and with new partnerships Assisting in leading and motivating a team of Consumer Partnership professionals


You’ll be great in this role if you have:

  • Significant experience managing Tier 1 customer relationships, preferably in financial services
  • Previous card scheme experience
  • Proven experience in driving customer satisfaction and  improving NPS
  • Highly numerate
  • The ability to build excellent stakeholder relationships
  • A solid commercial acumen and be data driven
  • Highly developed people leadership to assist in mentoring junior team members
  • A high level of knowledge and understanding of marketing processes, business processes, risk management and implementation of change


What you’ll get from us:

You’ll be one of the founding team members in our new structure and venture, one that’s set to see Velocity Frequent Flyer and Virgin Australia soar towards success, thanks to leading-edge tech and a strong investment in customer experience, fleet expansion and workplace culture.

You’ll also have the chance to spearhead positive change within your career, team and alongside others as Australians rediscover their love for travel.

And you’ll get to work across a variety of categories, so things never get boring or too same, same.

Not to mention a career that’ll grow alongside a great team of diverse people who support each other and always look to shape an awesome team culture.

On top of all that, there’s some great flight perks too…


Equality rules

We’re all individuals. We love that. And want we you to be yourself too. Whoever that is. That’s why we encourage applications from Indigenous Australians, people with disability, people from diverse cultural backgrounds, our friends in the LGBTQI community, and anyone else who wants to join our rich, diverse family.



At the Virgin Australia Group, the safety and security of our people, guests and operations come first. Always. That’s why we’ve put together a comprehensive ‘Mandatory COVID-19 Vaccination Policy’. In a nutshell, to work with us, you’ll need to comply with our (and the airport’s) rules and regulations. And be fully vaxxed.


Want to know more?

We’re ready to hear from you. Apply today.

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