Member Account Specialist

Work type:
Full-Time (Permanent)

Location:
Brisbane, Sydney

Job type:
Velocity Frequent Flyer, Customer Experience & Product

Applications close:
Member Account Specialist
Step into an exhilarating journey with Velocity Frequent Flyer, one of Australia’s leading loyalty programs, boasting over 12 million members and growing! At Velocity, we don’t just dream about travel—we live it, breathe it, and share it with our members every day. Because at Velocity, Velocity Means Fast —fast rewards that fast-track our member’s journey to unforgettable experiences.

Picture yourself in a dynamic role where adventure fuels your work, where innovation meets passion, and where you help redefine the possibilities of loyalty programs. You’ll be at the forefront of transforming points into extraordinary experiences—whether it’s stunning getaways, exclusive financial perks, shopping sprees, or more.

As part of the Virgin Australia Group, you’ll enjoy exciting perks, unmatched support, and endless opportunities to grow your career. Join our team and help our members turn their travel dreams into reality — one unforgettable moment at a time.

Who we’re looking for:

The Member Account Specialist is responsible for ensuring the Velocity Member’s account profile is considered and understood across the Velocity and Virgin Australia group. The Member Account Specialist is a Velocity Member journey system expert, a custodian of the Velocity member experience for Acquisition, Tier, Status and Benefits

This role requires significant relationship management efforts across a number of internal and external stakeholder groups and service providers to enable the successful delivery of campaigns, projects and program changes/enhancements. A firm understanding of Velocity and VA system solutions and processes is also required to articulate the “bigger picture” and successfully support the future direction of the Velocity program.

**This is a 6 month maximum term contract role based either in Brisbane or Sydney**

What you’ll be doing:

Partner with marketing, digital, commercial, financial services and VA teams and translating commercial and strategic objectives into practical processes and application solutions
Building and maintaining relationships with vendors, partners and internal stakeholders
Play a key role in the operational onboarding, support and ongoing maintenance of program initiatives.
Manage input from internal and external sources to understand key improvements to processes and solutions, and develop concepts into business requirements
Manage and lead the operational delivery of enhancements to the Velocity program
Manage the collation and prioritisation of campaigns and change initiatives
Perform UAT when required on new or enhanced systems or solutions
Analyse key findings and make recommendations for changes or improvements to the Velocity management team
You’ll be great in this role if you:

Have strong interpersonal, verbal reasoning and analytical skills
Can concisely document requirements and/or have proven operations knowledge
Are from a strong functional and/or systems analysis background
Have a proven track record of delivering processes and systems solutions
Are comfortable and experienced in communicating complex technical topics to commercial audiences
Have negotiation and influencing skills
Have previous experience building successful working relationships with software and systems Vendors and internal stakeholders
Can demonstrate strong problem solving skills.
Understand Loyalty or airline industry programs and concepts
Have experience in the Sabre reservations platform (including but not limited to reservations, airport DCS, Sabre Sonic Web interface and boarding applications) (desirable)
What you'll get from us:

We’re committed to looking after you, with some of the best benefits and conditions in the industry – including (but not limited to)

Heavily discounted air travel for you and your loved ones (including $1000 worth of travel credits per year)
Flexible working arrangements (including work hours and work from home)
Discounts on travel insurance, car hire, accommodation and experiences worldwide
Discounted Virgin Australia Lounge membership
Hospitality, retail, technology, beauty services and wellness discounts
Wellness support, including the Converge digital wellbeing platform
A comprehensive Employee Assistance Program, which offers confidential coaching and support from qualified professionals for all aspects of life – physical, mental, social and financial
Dress for Your Day – enjoy the freedom to wear whatever is appropriate for the type of work you do and the day you have ahead of you
Equality rules

We’re all individuals. We love that. That’s why we encourage applications from Indigenous Australians, people with disability, those from diverse cultural backgrounds, our friends in the LGBTQI+ community, and anyone else who wants to join our family.

Ready to apply? We’re ready to hear from you.

 
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