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 ****, **** and **** 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 Perks!
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.

📌 Senior Customer Strategy Manager (Melbourne)
🏢 Flybuys
📍 Melbourne