Executive Manager, Customer Care & Recovery Experience

• Opportunity to develop, drive and lead our group operating model for Customer Service and Recovery 

• Senior Executive leadership role working across a diverse portfolio which includes Contact Centres, Operations, Disruption Management and Customer Journey Operations 

• Help shape the future of Qantas and deliver exceptional value to our customers 

At Qantas, we represent Australia to the world. Our diverse country is known for its unique spirit, mateship, and a can-do attitude. Together we’re strong and resilient, and we work hard to make sure we’re always at our best. 

The Executive Manager, Customer Care & Recovery has overall responsibility for setting, developing and implementing the long- and short-term direct servicing strategy for our customer across the Qantas Group to achieve the company’s customer, transformation and brand objectives. In this role you are the ultimate customer advocate devising strategies to ensure best in class customer experience and care across the travel journey. You will also ensure the prompt and comprehensive management of all customer complaints and utilise data and insights to surface customer pain points and devise strategies to uplift future customer experience.   

The role provides advice and strategic leadership on optimization, simplification and transformation of our Customer Care & Recovery operations, whilst leveraging digitsation and technology to ensure our experience surpasses our customer expectations. You will be the ultimate collaborator and work with diverse stakeholders across the business to identify and address our response to all customer care needs.  

This is the Qantas Group’s key leader across direct customer servicing, day of travel and disruption management as well as central management of all customer complaints. This is an excellent opportunity to be our thought leader on our best practice strategy for outstanding customer care for the end-to-end customer journey.  

You’ll have: 

• 15+ years of experience in Executive senior leadership roles. 

• Significant demonstrated experience in a similar, large and complex organisation developing strategy and leading team across digital, direct contact, ecommerce and mobility marketing solutions with great success. 

• Success at driving innovative digital, online and offline customer strategies that lead to growth in revenues in a complex consumer focused organisation. 

• Viewed by industry as an expert in redeveloping and integrating digital and direct contact strategies with great success. 

• Thought leader that can innovate, develop compelling vision and strong implementation plan ensuring comprehensive stakeholder engagement to ensure success 

• Proven experience in enhancing brand and reputation through all activity. 

• Proven track record in driving business performance through strategic competence and effective people leadership. 

• Exposure and demonstrated commitment to best practice contact centre leadership principles and technologies. 

• Ability to manage performance independently& deliver results as part of a team. 

• Demonstrated ability to coach and develop leaders of leaders. 

• Demonstrated experience and ability to manage/deliver programs of work in a highly complex environment.  

• Excellent people management and team development skills. 

• Excellent stakeholder relations and influencing capabilities with experience presenting to and influencing through to CEO, Board and senior executive levels. 

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 18 weeks paid parental leave (plus superannuation payments on all paid and unpaid parental leave until your child turns 1) and additional purchased leave options 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.  

Applications close on the 14th of March 

Qantas is an equal opportunity employer committed to providing a working environment that embraces and values diversity and inclusion. By coming to work for us, you’ll be part of an organisation that encourages diversity, supports charities and environmental initiatives. We encourage Aboriginal and Torres Strait Islander, and people of all backgrounds to apply. If you have any support or access requirements, we encourage you to advise us at time of application. Your personal information will be kept confidential in compliance with relevant privacy legislation.