Avis de recrutement d’un gestionnaire, stratégie client

Virgin Australia is now embarking on an exciting new chapter in the next stage of our journey. The objective of the Manager, Customer Strategy role is to develop the customer experience strategy and customer value proposition throughout Virgin Australia. This role will align the organisation to deliver the impact statement of … building an airline people love.

Key accountabilities :

• Develop our customer value proposition and ensure this is delivered across the business ;
• Develop and define the overall Group customer experience strategy and roadmap, focusing on transforming the end-to-end customer journey and working in close partnership with various technology and business owners to execute ;
• Manage and / or support project scoping and delivery (depending on project complexity and scope) ;
• Continuously improve the overall customer experience through journey mapping and ideation of future experiences ;
• Use voice of customer / insights to drive action plans and understand customer needs ;
• Work with our digital team to design and scope initiatives to improve customers digital experience, including utilising digitisation to deliver personalisation to improve the customer experience and increase customer satisfaction/NPS ;
• Identify where key changes are required within Virgin Australia to refocus on customers and create more value for our customers ;
• Communicate to a wide variety of stakeholders to design and drive delivery of customer-driven projects, including our VA frontline ;
• Proactively work with internal stakeholders across the VA Group ;
• Establish and lead cross-functional teams to develop capabilities and new product developments.

What you need to be successful :

• A background in Management Consulting (3-7 years) would be highly regarded ;
• Proven results delivering Customer Experience Strategy and has played a leadership role in developing and executing an integrated customer experience strategy underpinned by VOC, analytics, and digital tools ;
• Strong programme leadership and ability to execute transformational and strategic customer programs and projects to deliver against agreed KPI’s ;
• A people leader that has led high performing teams and has experience uplifting capability and engagement ;
• Understands customers needs, creates distinctive value, and builds meaningful relationships.

Next steps :

We’re a winning team and we attract the best: challengers, innovators, and seriously fun individuals with big hearts. At Virgin Australia Group, we pride ourselves on recruiting the right people to join our team and help us rise to the challenges ahead. No matter our role – 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.

Register your interest today by submitting an application via the link.

Virgin Australia is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

For the health and safety of staff and guests, Virgin Australia has implemented a mandatory COVID-19 Vaccination Policy. New staff will be required to comply with the Policy which includes being fully vaccinated against COVID-19 and providing Virgin Australia with evidence of your vaccination status.