Louisa Warr
Sydney,NSW
Summary
Executive leader with 25 years of experience in airline sales management and global partnerships. Proven ability to build and lead high-performing teams across diverse markets, driving exceptional results aligned with organisational goals. Expertise in negotiating high-value commercial agreements and aligning commercial objectives with business strategy for sustainable growth. Committed to continuous improvement and fostering a culture of customer centered innovation and resilience.
Overview
25
25
years of professional experience
Work History
Head of Sales Operations and Planning
Qantas Airways
10.2022 - Current
- As Head of Sales Operations and Planning at Qantas Airways, I spearheaded the design and enhancement of Qantas’ global agency support and Groups function, aligning strategy with customer-centric objectives.
- I developed and executed initiatives to optimise revenue generation across corporate, agency, SME sales channels, and offshore markets by refining operational frameworks.
- In this capacity, I directed cross-functional teams responsible for Marketing, Communications, Events (internal and external), Agency Support, Learning and Development, as well as corporate dealing and pricing functions.
- My leadership ensured exceptional service delivery and commercial performance through integrated management and efficient coordination among multiple business units.
- Furthermore, I drove continuous improvement by enhancing stakeholder engagement and streamlining support services for both customers and internal teams.
- Designed and operationalised a comprehensive global agent support framework, enabling offshore teams to deliver localised service with centralised escalation, standardised training, and policy alignment.
- Established and led a new global NDC technical support team operating across five countries in a seamless, follow-the-sun model.
- Directed the global indirect servicing and support stream, spearheading the launch of innovative NDC-aligned support products, live assistant channels, targeted communications, and learning initiatives—facilitating a smooth industry transition for agents and internal teams.
- Expanded the Qantas Group's website footprint into eight new countries, streamlining policy and processes, but enhancing them with local language and sales strategies.
- Achieved a year-on-year 5% increase in Group sales conversion rates, delivering over $30M in additional revenue.
- Led the refresh and rollout of the global Sales and Distribution Capability Model, collaborating with Group Learning, internal stakeholders, and external vendors to deliver targeted development programs—equipping teams for success in the transition to NDC and a competitive market.
- Launched and championed a people-focused engagement and well-being strategy for a diverse, largely union-based operational team, realizing a 10% year-on-year improvement in engagement, with scores reaching 82%.
Senior Commercial Manager, Distribution Strategy and Global Agency Compliance
Qantas
02.2020 - 10.2022
- Demonstrated exceptional leadership of a dynamic, cross-functional team within a highly complex and rapidly evolving environment, leveraging strategic vision to address ongoing industry challenges, such as the Covid-19 pandemic and subsequent recovery.
- Provided strong commercial direction and executed high-impact strategies across Qantas’ Technology Partnerships, Global Metasearch Partnerships, and Agency Compliance, globally.
- Delivered pivotal outcomes central to the success of Qantas’ Distribution Strategy, directly supporting critical sales functions, and driving sustained organisational growth.
- Negotiated and secured multiple cost-neutral Technology Partner Agreements, advancing Qantas’ partner distribution strategy, and expanding market reach.
- Recognized for developing and leading a best-in-class framework for onboarding new technology partners, including comprehensive engagement, documentation, and policy protocols.
- Successfully renegotiated a major global metasearch partnership, restoring an ‘evergreen’ agreement with terms that are highly advantageous to Qantas.
- Delivered substantial transaction and cost savings in excess of $3M per annum, through rigorous detection and resolution of agency non-compliance, ensuring adherence to Qantas’ commercial policies.
- Served as the strategic lead on multiple high-impact initiatives as part of a multi-year transformation program.
Senior Manager, Global Agency Compliance
Qantas
09.2019 - 01.2020
- Designed and directed the end-to-end planning, development, and execution of robust processes to detect, investigate, and enforce against agency non-compliance with Qantas’ commercial agreements, including the Qantas Channel Agreement and Standard Agency Terms and Conditions.
- Optimised distribution channels to minimise indirect booking costs, ensuring compliance and protecting Qantas’ commercial interests.
- Developed a Global Compliance Framework to streamline the management of agency non-compliance, resulting in a 20% reduction in incidents.
- Implemented a Global Enforcement Framework to enable agile responses, improving resolution times and strengthening our compliance approach.
- Conducted a global agency arbitrage review to profile cost of sale by channel and region, identifying key areas for cost optimisation in International Economy.
- Launched a Compliance Dashboard with automated reporting, reducing manual oversight by 30% through faster detection of non-compliance flags down to the PCC level.
- Established a cost-effective partnership with INFARE, providing key data for agency pricing analysis and supporting improved detection of non-compliant activity.
- Reviewed and aligned global Consolidation contracts and controls to reduce arbitrage risk and strengthen compliance measures.
- Secured agreement with IATA and the GDS team to implement a 'virtual agent' solution for TIDS, enhancing security within the Qantas Channel.
- Enforced compliance against several key global agents, mitigating approximately $4 million in projected costs to Qantas.
Senior Manager, Agency Partnerships
Qantas
02.2018 - 08.2019
- Provided team leadership and strategic account management for several of Qantas’ largest Agency Partners, with responsibility for achieving revenue, market share, and cost of sale objectives across both leisure and corporate segments.
- Success in this role was underpinned by effective strategic partnerships, comprehensive account planning, clear communication of the Qantas Value Proposition to identify new revenue streams, and the implementation of sales excellence initiatives supported by a robust support framework.
- Delivered exceptional commercial and marketing growth with strategic online travel agents, driving substantial revenue increases while maintaining a low cost of acquisition.
- Established and implemented a global Commercial Framework for online travel agent partnerships.
- Successfully negotiated and secured Qantas’ inaugural Expedia Agreement for point-of-sale in Australia.
- Designed and launched a targeted ‘Global Cruise’ program for Carnival Corporation in Australia, achieving significant double-digit market growth.
- Overhauled and optimised the ‘Student Fares’ program for STA Travel, resulting in material market improvements and cost reductions by streamlining global commercial arrangements.
- Collaborated with Alliances and Revenue Management to enhance VFR (Visiting Friends & Relatives) leisure market offerings, introducing improved products in China and Hong Kong, and launching new fare structures for Japan, Singapore, and Cambodia.
- Acted as a key stakeholder in developing an Agency Risk Framework, minimising credit and customer exposure in the event of agency insolvency.
- Developed robust protocols for managing agency-related QBR fraud, working closely with Loyalty, SME, and Legal teams.
- Consistently demonstrated the ability to deliver results within complex business environments, effectively managing diverse stakeholder expectations.
National Account Manager, Agency Partnerships
Qantas
08.2015 - 02.2018
- Managed Qantas’ largest corporate and leisure agency accounts, focusing on maintaining and expanding the managed corporate portfolio and identifying new business opportunities within segments such as SME and Groups.
- The position oversaw more than $750M in Qantas Marketed Revenue.
- Managed strategic partnerships with key agencies to meet revenue, share, and cost targets.
- Enhanced agency relationships to exceed revenue goals and optimise costs.
- Executed strategies to grow revenue and market share in assigned segments.
- Developed sales and service plans aligned with agency business models for effective revenue generation.
- Created a learning plan tailored to portfolio needs and partner business models.
- Fostered a high-performance culture within the Agency Partnership team.
Regional Sales Manager, NSW, ACT and QLD
Qantas Holidays
10.2009 - 10.2010
- Oversaw the development, execution, and management of multiple sales initiatives designed to drive growth in the indirect channel.
- Directed a sales team accountable for generating over $400 million in annual revenue.
- Led, mentored, developed, and coached a sales team operating in three states.
- Managed three national accounts.
- Developed and managed sales strategies to support trade and direct customer loyalty.
- Established and maintained key supplier and agent relationships.
- Negotiated preferred agreements and managed contract performance.
- Developed and oversaw the implementation of a regional sales plan, including sales targets, budgets, sales call plans, direct agency initiatives, and strategic projects.
- Managed Qantas Holidays’ presence at trade partner conferences and events, and collaborated with the Qantas Holidays sales leadership team to provide customer service.
Education
Negotiation Training - Partnering For Success
Phuel - Organisational Development Partner
02-2025
Executive Leadership Course -
Qantas Organisational Development
11-2024
Mental Health First Aider -
Mental Health First Aid Australia
01-2024
Navigating Change
Qantas Organisational Development
01.2024
Senior Leaders Program -
Qantas Organisational Development
01.2019
Managers’ Program -
Macquarie Management School of Business
Sydney01-2010
Bachelor of Business - Tourism Management
UTS Sydney
Sydney01.1998
High School
Pymble Ladies College
01.1995
Skills
- Strategic Leadership and culture changer
- Fortune 500 company sales background
- B to B Sales and Operational Support
- Advanced negotiation skills
- Cross-functional collaboration
- Sales operations
- Addressing complex issues with simple solutions
- Exceptional multi-tasker
- Client relationship management
- Market research, forecasting, and analysis
- CRM proficiency
- People management, resource planning
- Performance management and coaching
- Sales planning and forecasting
- Strategic thought leadership
- Budget management over $5M
- Excellent communication skills
- Commercially astute
- Navigating EBA complexities
- Website product design and delivery
- Microsoft Office proficiency
- Google Suite proficiency
- Slack communication
- Teams' collaboration
- Zoom meetings
- AI (ChatGPT, Copilot, Claude)
- Mental health first aid
Affiliations
- Qantas, IATA representative, Qantas Compliance Program, 2022
- Microsoft, Co-Pilot training, 2024
- Enabled Committee member – Diversity and Inclusion 2023-2025
- Qantas Women's Network, Altitude, 2022-2025
Recommendations
https://www.linkedin.com/in/louisa-warr/details/recommendations/
References
References available upon request.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Work Type
Full TimeWork Location
HybridImportant To Me
Career advancementWork-life balanceCompany CultureTimeline
Head of Sales Operations and Planning
Qantas Airways
10.2022 - Current
Senior Commercial Manager, Distribution Strategy and Global Agency Compliance
Qantas
02.2020 - 10.2022
Senior Manager, Global Agency Compliance
Qantas
09.2019 - 01.2020
Senior Manager, Agency Partnerships
Qantas
02.2018 - 08.2019
National Account Manager, Agency Partnerships
Qantas
08.2015 - 02.2018
Regional Sales Manager, NSW, ACT and QLD
Qantas Holidays
10.2009 - 10.2010
Negotiation Training - Partnering For Success
Phuel - Organisational Development Partner
Executive Leadership Course -
Qantas Organisational Development
Mental Health First Aider -
Mental Health First Aid Australia
Navigating Change
Qantas Organisational Development
Senior Leaders Program -
Qantas Organisational Development
Managers’ Program -
Macquarie Management School of Business
Bachelor of Business - Tourism Management
UTS Sydney
High School
Pymble Ladies College
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