Manager, Velocity Member Contact Centre

Based in Sydney (preferred) or Brisbane or Melbourne with WFH flexibility

Hello. We’re Velocity Frequent Flyer, one of Australia’s largest loyalty programs. With more than 11.5 million members (and counting!), we live and breathe travel, and we love sharing our passion for memorable experiences with our members.

Imagine being immersed in a world where every day is an adventure, where you have the power to turn dreams into reality. Where you’re a part of a team that’s rewriting the rules for how loyalty programs work and what they can bring to members. That’s the journey you’ll be on in our team. Enabling members to redeem their points fast for breathtaking getaways, financial benefits, shopping experiences and a whole lot more. All the while benefiting from a role that is part of the Virgin Australia Group, with all the exciting perks, support and opportunity available to our team members.

What you’ll be doing:

This role is part of the overall Velocity Business Operations and Member Services leadership team and will be expected to effectively collaborate with colleagues and other Velocity and Virgin Australia team members to continue our transformation and business growth journey.  A critical function of this leadership role is the ongoing support and development of team members (both on-shore and off-shore), capability and capacity management and the continued focus of developing a highly effective and engaged team.

You’ll be great in this role if you:

• Have 5+ years experience managing a large Contact Centre, including on-shore and off-shore operations
• Come with experience leading large business transformation initiatives, resulting in cost savings and/or customer service improvements
• Have demonstrated experience implementing end-to-end service enhancements in a Contact Centre environment
• Come with highly developed people leadership skills and a proven ability to drive employee engagement
• Are confident, and have proven success, working with multiple internal and external stakeholder groups including Executive level
• Have a high level of commercial acumen with a proven track record of delivering successful business outcomes
• Can self-prioritise activities in a fast-paced environment
• Have demonstrated negotiation and influencing skills
• Come with demonstrated knowledge of workforce management frameworks utilised within a Contact Centre environment
• Possess knowledge of customer satisfaction and NPS measurement and demonstrated ability to lead improvements
• Have Executive level presentation skills (desirable)
• Come with previous experience writing investment requests, business case development and ROI analysis (desirable)
• Understand Loyalty programs and concepts, including CRM and loyalty management platforms (desirable)
• Know current and future direction of Contact Centre technology platforms (desirable)

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.