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 explicit 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.

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