What's Happening?
Qantas has announced the appointment of Sarah Burkitt as the new Head of SME Sales, effective early 2026. Burkitt, who has 14 years of experience in the aviation industry, including 11 years with Qantas,
will report to Kathryn Robertson, Executive Manager of Global Sales & Distribution. She succeeds Renee Brooks in this role. Burkitt's extensive background includes leadership positions in Airline Partnerships, Sales & Distribution, Digital and Direct, and customer operations. Her recent role involved leading Customer Recovery and Disruption Management, focusing on customer advocacy during critical operational periods. In her new position, Burkitt will aim to strengthen Qantas' presence in the SME market through strategic partnerships and the Qantas Business Rewards program.
Why It's Important?
The appointment of Sarah Burkitt as Head of SME Sales is a strategic move by Qantas to bolster its presence in the small and medium-sized enterprise market. Her experience and leadership in customer-centric roles are expected to enhance Qantas' ability to address the specific needs of SME clients, potentially increasing customer loyalty and market share. This decision reflects Qantas' commitment to expanding its business operations and adapting to the evolving demands of the aviation industry. The focus on SME sales could lead to increased revenue streams and a stronger competitive position in the market.
What's Next?
As Sarah Burkitt steps into her new role, Qantas is likely to see a renewed focus on developing partnerships and enhancing the Qantas Business Rewards program. This could involve tailored offerings and incentives for SME clients, aiming to attract and retain more business customers. The airline may also implement strategies to improve customer service and operational efficiency, leveraging Burkitt's expertise in customer recovery and advocacy. Stakeholders, including business leaders and industry analysts, will be watching closely to assess the impact of these initiatives on Qantas' market performance.
Beyond the Headlines
The appointment of Sarah Burkitt highlights the importance of leadership in navigating complex commercial and operational challenges within the aviation industry. Her role in customer recovery and advocacy underscores the airline's focus on maintaining high standards of customer service, which is crucial in an industry often affected by disruptions. This move may also signal a broader trend in the industry towards prioritizing customer experience and loyalty as key drivers of business success.
