A veteran Qantas executive will replace Olivia Wirth as CEO of the Flying Kangaroo’s Loyalty division.
Andrew Glance, currently the executive manager of commercial partnerships and Qantas business rewards, has been with Qantas since 2002 and with Loyalty since 2016. He will assume the role when Wirth departs at the end of February following her resignation in October last year.
“Andrew has a deep understanding of the Loyalty business having been part of that leadership team for many years, as well as the organisation more broadly given he’s also worked in several other parts of the Group,” said Qantas CEO Vanessa Hudson.
“Over the past few years, Andrew has done an outstanding job in leading the growth of points-earning opportunities for members, particularly through financial services, which has strengthened the program overall.
“In the process, he’s developed a very strong understanding of what drives success for Loyalty, both for our customers and commercial partners.”
Glance will be responsible for implementing improvements to the Qantas Frequent Flyer program, which Hudson said she believes will be “very well received by our millions of members”.
“Ultimately, what members of our Frequent Flyer program want is the ability to earn points in lots of different ways and convert them into great travel experiences,” she said.
“That’s what the strategy for Loyalty is focused on delivering, including the recent expansion into hotels and holiday packages as well as adding more partner airlines.”
Wirth, who was given the top job at Qantas Loyalty in 2018 following the departure of Jayne Hrdlicka – who later went on to become CEO of Qantas’ main domestic rival Virgin Australia – had been considered a contender for CEO of Qantas Group to succeed Alan Joyce, before the role ultimately went to then-CFO Hudson.
At the time of her resignation, Hudson thanked Wirth for her “enormous” contribution to the company, including a “huge expansion” of the Loyalty program’s offerings which drove growth and engagement from members.
“During COVID, Loyalty was one of the few parts of our business that was able to carry on, which took a lot of hard work and imagination. There are many improvements for customers in the pipeline that Olivia will continue working on with her team over the next few months, as part of setting this part of the business up for continued success,” she said.