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Customer Experience Manager

As Customer Experience Manager, you are responsible for overseeing the overall health of customer relationships with Flight Centre brand, both at the micro and macro levels. On the day to day, this includes receiving and responding to customer complaints and escalations, and advising our shop on how to handle various customer service scenarios. From a bigger picture, the role uses the data available from the brand’s Voice of Customer program to provide valuable insights across the business, including performance at the shop level, and also feedback to influence our product and marketing decisions and activities.

Key Responsibilities

• Resolving complaints in a consistent, systemic and responsive manner for all of Flight Centre Canada from all Customer Service platforms
• Rebuilding relationships and facilitating resolutions with stakeholders and internal departments
• Identifying trends, eliminating causes of complaints and improving operations
• Developing continual review and analysis of the complaints handling process, the resolution of complaints and process improvements
• The provision of high level advice and support on our complaints handling policy, procedures and practices and other issues of a complex, sensitive and contentious nature
• Identifying and escalating legal issues with direct correspondence with provincial travel law organizations and internal legal departments
• Promoting and celebrating consultant compliments 
• Working specifically with under-performing teams to help address and coach customer service levels
• Documents all feedback received for reporting and tracking of customer retention
• Involvement and communication with global customer relations teams, when required

Experience & Qualifications:

• Experience in a customer facing role with strong customer service skills
• Understanding of the FCB business model and systems
• Calm and level-headed nature
• Advanced computer skills, including proficiency in using complex systems
• Ability to work full-time hours, including evenings and weekends

Work Perks! - What’s in it for you:

FCTG is renowned internationally for having amazing perks and an even better culture.  We understand that our people are our most valuable asset. It is the passion and dedication of our teams that keep the company on top of the industry ladder. It’s also why we offer some great employee benefits and perks outside of the norm.

• Enjoy the freedom and flexibility of a hybrid work structure that combines both remote and in-person work.
• Have fun: At the heart of everything we do at Flight Centre is a desire to have fun.
• Reward & Recognition: Celebrate the success of yourself and others at our regular Buzz Nights and at the annual Global Gathering - You'll have to experience it to believe it!
• Use your smarts: Our people use their quick thinking, expertise, and tenacity to always figure things out.
• Love for travel: We were founded by people who wanted to travel and want others to do the same. That passion is something you can’t miss in our people or service.
• Personal connections: We are a big business founded on personal relationships.
• Diversity, Equity & Inclusion

•      Diversity Day: paid leave to observe holiday or cultural celebration of your choice 
•      Employee Resource Groups (Racial Equity, Gender Equity, LGBTQ2IA+
•      Accessibility, Environmental Justice)
•      DEI education
•      Commitment to fair practices such as regular equity assessments and inclusive recruitment protocols

• A career, not a job: We offer genuine opportunities for people to grow and evolve
• We back our people all the way: We are strongly committed to supporting every single employee in their professional and personal development.
• Giving Back: Proud Corporate Social Responsibility program supporting nominated charities through volunteering and fundraisin

•    Office Environmental Program
•    Many of our offices are Leadership in Energy and Environmental Design (LEED®) Gold certified buildings
•    1 Volunteer Day per Calendar Year

Benefits Include:

• Generous paid time off policy
• Travel perks/discounts
• Health & Wellness Programs and Employee Financial Wellness Services
• National/International Award Nights and Conferences
• Group benefits including extended health care, dental and vision, gender affirming care, fertility care
• Insurance including life, AD&D, critical illness, long term disability
• Employee Assistance Program
• RRSP/RPP with matching
• Tuition Reimbursement Program
• Employee Share Plan – Ability to purchase company stock on Australian Stock Exchange with partial company match, subject to terms and conditions
• Global career opportunities in a network of brands and businesses

Don’t Miss Out!

Apply now for one of the best adventures you’ll ever have.

Location – Toronto, Canada

For this position, we anticipate offering an annual salary in the range of $62,000 - $71,000. The salary is dependent on relevant factors, including experience, geographic location, and job requirements. 

Before applying to any internal position you must have been with the company or your current role for a minimum of 6 - 12 months and notify your leader prior to applying.

Our number one philosophy? Our people. Flight Centre Travel Group’s promise is to provide an environment with equality of respect, dignity and opportunity for all our employees. We value an inclusive and supportive workplace which truly reflects the diversity of our society.

We are committed to providing a barrier-free pathway throughout our recruitment process. We welcome accommodation requests to make our hiring and onboarding experience as accessible as possible. Please advise us about accommodation needs at any point by contacting our Recruitment Team at fccareers@flightcentre.ca