Job Description

About Us

We’re known for being the country’s most popular rewards program, helping over 10 million Australians get more of what they value beyond the checkout. And through our extended network of partnerships with other nationally recognised brands, we make every day simpler, easier and more rewarding for our members. Plus, we’re also the winner of Canstar Blue's 2023, 2024 and 2025 Most Satisfied Customer award for Rewards Programs 🥇🏆

But, we're more than the card you carry around in your wallet or the app on your phone! Our diverse team is located all over Australia, and our incredible office is located right in the heart of Melbourne CBD. Staying true to our flexible working policy and people-centric culture, we ensure all our team members are set up to work remotely across Australia. We are outcomes-focused, and everything we do is aligned with our core principles - Own, Act and Inspire.

Your Role

The Senior Customer Strategy Manager governs Flybuys’ program strategy, member experience and journey design across the business, translating enterprise priorities, brand insight, member research and experience requirements into clear frameworks, standards and recommendations that guide cross functional decisions and shape how members experience Flybuys across owned, partner and coalition touchpoints.

Some key responsibilities include:

• Define and govern customer strategy to ensure initiatives and decisions align to enterprise priorities and customer outcomes
• Own and evolve experience principles, journey frameworks and standards used to guide design and prioritisation
• Translate strategy and insight into clear requirements, frameworks and recommendations for Product, Marketing and Commercial teams
• Embed experience requirements into partner integrations, campaign journeys and member-facing activity
• Own research agency relationship and ensure high-quality, actionable insight outputs
• Deliver clear, synthesised insights on sentiment, experience risks and opportunities to senior stakeholders
• Surface trends, experience gaps and growth opportunities aligned to strategy
• Establish repeatable frameworks and processes to ensure consistent use of insight in decision-making
• Lead and develop direct report capability in strategy, insight and narrative

Your Experience

• Program strategy, experience design, journey mapping and lifecycle strategy
• Loyalty, brand and voice of member insight frameworks
• Research methodologies and insight interpretation
• Commercial drivers and trade-offs in loyalty environments
• Governance, prioritisation and operating models
• Strategic thinking and structured problem solving
• Executive communication and narrative development
• Strong stakeholder influence across senior leaders
• Insight synthesis and translation into action
• Cross-functional alignment and decision facilitation
• Extensive experience in strategy, customer experience, insights or
• consulting
• Experience shaping customer strategy and experience frameworks
• Experience influencing executive-level decision-making
• Experience working with research agencies and insight programs
• Experience operating in complex, cross-functional environments
• Member-first, with strong commercial judgement
• Decisive and comfortable with trade-offs
• Influential without authority
• Structured and evidence-led
• Clear, concise communicator

Your Benefits!

We offer our valued team members a stack of exclusive benefits! To name a few...

• Flybuysflex | work from anywhere, measured on outcomes
• Two well-being days per year!
• Volunteer leave
• Ongoing learning & development programs and opportunities
• My Coles and Wesfarmers team member discount card
• Be Well Programs – Mind/Body/Soul
• Quarterly All Team events
• Hybrid social events
• New starter kit merchandise

Be You, With Us. Apply today!

We value ways of working that work for everyone and use our different strengths to make us stronger. We work hard to make sure everyone’s voice is heard and respected equally, regardless of identity, background, position, ability or lifestyle.

It is a condition of employment that successful applicants undergo a National Police Check prior to commencing.