Account Manager SME

Hello. We’re Virgin Australia. We’re the airline that’s always done things a little different. Our way. The Virgin way. We’re on a mission to make flying better than ‘nice’. And to do that, it takes a team of talented people who are passionate about customer experience, doing the right thing always, with a focus on safety – in the air, on the ground and in our workplaces. A team who values real diversity and inclusion, in a big brand with big ambitions.

About the role:

As an Account Manager based out of Virgin Australia’s Head Office, you will be the go-to point of contact for a portfolio of 180 valued clients. This role combines phone-based and in-person engagement, where you’ll build and maintain strong relationships with existing Business Flyer program accounts holders.

By helping clients unlock the full benefits of Virgin Australia’s services, you as the Account Manager will play a vital role in boosting their engagement and usage, ensuring they get the most out of every journey with us.

In addition, you will:

• Meet and exceed sales targets by nurturing client relationships, identifying needs, and turning opportunities into closed deals to drive revenue growth.
• Build and execute a tailored customer engagement plan to strengthen client relationships and deepen their loyalty to Virgin Australia.
• Deliver proactive, high-quality account management that retains clients and ensures they receive outstanding service at every interaction.
• Work closely with internal teams to enhance client benefits and ensure seamless, top-tier service delivery.
• Identify growth opportunities within your portfolio, leveraging client insights and targeted initiatives to expand account value.
• Manage daily client communications, ensuring inboxes and task queues are addressed within SLA requirements to maintain service excellence.
• Handle all client interactions with professionalism, prioritizing their needs and providing clear, accurate information to enhance their experience.
• Collect and communicate insights on client travel preferences and purchasing behaviors to help Virgin Australia better serve and understand its customers.

What we're looking for:

• A genuine passion for delivering outstanding customer service and building strong, long-lasting relationships with clients.
• Proven experience in account management, sales, and nurturing client relationships to drive business growth.
• Familiarity with a GDS (preferred but not required).
• Strong communication skills, with the ability to manage a high volume of client interactions via email and phone while maintaining professionalism.
• Excellent organisational skills, with the ability to prioritise tasks and manage competing demands effectively.
• Confidence in engaging with clients at all levels, alongside the ability to collaborate seamlessly with both internal teams and external stakeholders.
• A results-driven mindset, with the ability to stay organised and perform effectively under pressure.

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

• Discounted flights for you and your loved ones (including $1000 worth of travel credits per year)
• A flexible, hybrid work style. Work from home and the office
• One of Brisbane’s most admired head office locations, with South Bank train station, a supermarket, pharmacy, and lunch options downstairs plus a 5-minute walk to the Busway, a rooftop restaurant and onsite gym (with a low membership fee) and South Bank Parklands just across the road
• Discounts on travel insurance, lounge membership, car hire, accommodation, and experiences worldwide
• Cheaper hospitality, retail, technology, beauty and wellness services
• Free counselling and access to a wellbeing app to support your physical, mental, social and financial health
• ‘Dress for Your Day’ – enjoy the freedom to wear whatever makes you feel great for the type of work you do and the day you have ahead of you.

When everyone is included, everyone wins

Virgin Australia prides itself on hiring the right people to meet the challenges ahead. No matter our background or experience, we all share an enormous amount of passion for our guests and ambition to be the most loved airline in Australia.

We’re all individuals. And 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. Apply now.