Bring on wonderful careers.

We're on a mission to bring new and uplifting experiences to our guests, transforming flying from simply 'nice', to something wonderful.

Like any good mission, this one starts with our people.

Which is why we encourage our team to embody the fun, laid back, authentic spirit we've become famous for. Because when they're free to be themselves, they're better able to own their personal responsibilities and go the extra mile to help our guests.

Job Overview

  • Work type:

    Full Time

  • Location:


  • Job type:

    Sales & Business Development

  • Applications close:

Leader, Customer Success

About Virgin Australia Group

Hello. We’re Virgin Australia. We’re the airline that’s always done things a little different. Our way. The Virgin way. We’re on a mission to make flying better than ‘nice’. And to do that, it takes a team of talented people who are passionate about customer experience, doing the right thing always, with a focus on safety – in the air, on the ground and in our workplaces. A team who values real diversity and inclusion, in a big brand with big ambitions.

The role:

Reporting to the SME Sales Manager, the Leader, Customer Success will lead a high-performing team dedicated to driving airline revenue growth through strategic account management and market share expansion. In this role, you will be instrumental in achieving Virgin Australia's revenue targets and strengthening customer relationships within existing accounts.

You will also be responsible for elevating the team's capabilities by cultivating a positive, supportive, and collaborative work culture. Additionally, you will ensure the successful execution of strategic initiatives, commercial decision-making, and process improvement plans and projects, all aimed at maximising revenue and delivering exceptional client satisfaction.


  • Position the SME Account Management team to exceed sales targets and drive significant growth in revenue and market share.
  • Lead and cultivate a high-performing account management team that enhances customer experience and maximises share-of-wallet from managed accounts, focusing on high-value activities.
  • Develop and implement strategic plans tailored to both in-house and outsourced teams, ensuring alignment with overall sales objectives.
  • Ensure a seamless transition of new accounts from Business Development to Account Management, facilitating smooth integration and ongoing success.
  • Create strategic plans for collaborating with Travel Management Companies (TMCs) and integrate these into the comprehensive sales strategy for the SME segment.
  • Proactively collaborate with internal stakeholders across the Virgin Australia Group to align efforts and drive success.
  • Develop and execute strategic account plans and roadmaps to drive client retention and expansion
  • Develop and maintain senior-level relationships with new and existing members, effectively addressing issues, crafting solutions, and implementing agreed-upon actions.
  • Lead the resolution of customer complaints and represent Virgin Australia at client and industry events, enhancing the company's reputation and client satisfaction.




What you need to be successful:

  • Adaptive mindset and ability to drive out a meaningful pathway for internal and external stakeholders.
  • Experience in a Sales Management or Client Services Management role.
  • Proven track record of exceeding sales targets and driving revenue growth in a senior sales role.
  • Extensive experience in leading and managing high-performing sales teams.
  • Proficient in building and maintaining relationships with key clients and stakeholders.
  • Strong background in developing and executing strategic sales plans.
  • Expertise in identifying and capitalising on new business opportunities.
  • Strong analytical and problem-solving abilities, with demonstrated experience to assess complex business challenges and develop solutions that drive value
  • Strong understanding of market trends, industry dynamics, and competitive landscapes.
  • Ability to effectively coaching, mentoring, and developing sales talent.
  • Sound knowledge of Microsoft Office (Excel, Word, PowerPoint, Outlook).


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

  • Discounted flights for you and your loved ones (including $1000 worth of travel credits per year)
  • One of Brisbane’s most admired head office locations, with South Bank train station, a supermarket, pharmacy, and lunch options downstairs plus a 5-minute walk to the Busway, a rooftop restaurant and onsite gym (with a low membership fee) and South Bank Parklands just across the road
  • Discounts on travel insurance, lounge membership, car hire, accommodation, and experiences worldwide
  • Cheaper hospitality, retail, technology, beauty and wellness services
  • 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 makes you feel great for the type of work you do and the day you have ahead of you.

When everyone is included, everyone wins

We’re all individuals. And 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.

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