Member Care Manager - 12-Month ContractHybrid

About Us

We’re known for being the country’s most popular rewards program with over 9 million active members. And through our extended network of partnerships with other nationally recognised brands, we make every day worth more for our members.

But, we're more than the card you carry around in your wallet or the app on your phone! With over 300 team members and growing, we have amazing office spaces in Sydney and Melbourne. 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 values - Be United, Be Relevant, Be Passionate, Be Generous, and Doing the Right Thing.

Your Team

We've already built a pretty amazing team, but we're not looking for more of the same. Our day-to-day is made stronger when we surround ourselves with people who are different, like you.

We work really hard to build teams that support each other. It’s the kind of environment you’ll miss while you’re on holidays.

Your Role

The key areas of accountability in the role are:

Service Centre Management and Stakeholder Engagement

• Responsible for leading execution of Member Care strategies in the Service Centre
•  Oversee and ensure the smooth daily operations between Flybuys and our Service Centre, fostering a collaborative partnership to achieve service excellence.
• Maintain clear communication channels with our Service Centre to ensure alignment on processes, priorities, and service standards.
• Monitor service centre metrics against service level agreements (SLAs), proactively address challenges, and provide actionable insights for improvement.
• Build strong relationships with Flybuys teams and service centre stakeholders to streamline communication channels, enable effective incident resolution, and enhance complaint management.
• Share member care analytics and insights with stakeholders to inform decision-making, support go-to-market roadmaps and identify system and program enhancement opportunities.

Agent Development and Member Experience

• Develop and implement coaching and training programs to enhance agent productivity and engagement.
• Lead initiatives to uplift member satisfaction and reduce complaints by identifying skill gaps, optimising service delivery, and embedding member-centric principles across operations.
• Conduct regular quality assurance reviews to assess and align agent interactions with service expectations and regularly review and improve response guides across service channels.
• Analyse member feedback and operational data to inform program adjustments and drive continuous improvement in the member experience.

Profitability and Financial Oversight

• Drive operational initiatives to optimise cost efficiencies, such as offshoring administrative tasks, deflection strategies, transfer rate reduction, and streamlined contact management processes.
• Collaborate with finance teams on budget planning and forecasting to ensure alignment with program goals and financial efficiency.
• Monitor expenses and maintain cost-efficient practices across operational processes while identifying opportunities for profitability improvement.

Change and Innovation Leadership

• Act as a change agent, championing innovation and adaptability within Member Care and across squads where needed
• Collaborate with Support Squad Product and Delivery teams to advocate for and define change or enhancements requirements to Support Squad managed technology.
• Play an active role in the successful rollout of these, and other, system improvements ensuring changes drive continuous enhancements to the agent and/or member experience and/or to reduce the operational cost to run the service centre.
• Champion the adoption of new processes and technologies that streamline workflows, optimise service delivery, and reduce operational costs.

Risk Management

• Ensure compliance with organisational policies, industry standards, and regulatory requirements to maintain operational integrity and mitigate risks effectively.
• Conduct regular risk assessments to identify and mitigate vulnerabilities in member care operations.

Team Leadership and Development

• Provide strong leadership and mentorship to the Member Care team, fostering collaboration, accountability, and professional growth.
• Build a team culture focused on service excellence, continuous improvement, and shared success.

Your Experience

• Ability to express ideas clearly and concisely, both in writing and verbally, with diplomacy, authority, conviction, and commitment
• Proven experience in working effectively with senior executives, colleagues, and external partners.
• Strong capability to ensure accuracy and precision in all communications.
• Deep understanding of customer service dynamics within a contact centre environment.
• Skilled in advanced analytics tools to measure team performance, service levels, and operational trends.
• Familiarity with frameworks for implementing organisational change initiatives smoothly.
• Strong grasp of technologies and systems used in service centres (e.g., CRM tools, cloud platforms like Amazon Connect).
• Demonstrates a high standard of conduct, professionalism, consistency, and reliability.
• Skilled at taking initiative and anticipating member needs.
• Ability to handle challenging and complex situations calmly and efficiently.
• Ability to design and implement long-term strategies aligned with Flybuys OKRs.
• Expertise in streamlining workflows and optimising processes for efficiency and quality.
• Actively fosters teamwork and encourages open communication with colleagues and stakeholders.

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 

Your Time to Fly!

So, whether you’re an early bird list maker, a night owl coder, a brainstorm chaser or a PowerPoint proof-reader, we want you to Be You, With Us. 

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.