Envoyage - Member Success Manager
Envoyage Travel is an independent division of Flight Centre Travel Group (FCTG), focused on delivering bespoke travel experiences. Combining FCTG’s global expertise with a personalized touch, Envoyage creates tailored journeys that cater to the unique needs of discerning travelers worldwide. Whether it's luxury, adventure, or corporate travel, Envoyage is dedicated to crafting memorable experiences with exceptional service.
About the Opportunity
As a key member of the Envoyage USA SWOT team, the purpose of this role is to own and nurture relationships with our customers, the agents and agencies, resulting in the retention and growth of the network.
The role is pivotal to the growth of the Envoyage products and services to the network, maximizing commercial returns to FCTG. The strategic intent of this role is to deliver outstanding customer service, improved efficiencies, market-leading account management practices and use of technology and products & services, resulting in retention and growth across these agents and agencies. The member success manager will hold a portfolio of key accounts while also working with the broader leadership team to build strategy across the entire network of agents and agencies in Envoyage.
Responsibilities
- Identify opportunities for value-added sales into the existing customer base, resulting in business growth & increased profitability.
- Ensure overrides are paid and fees are charged per our agreement.
- Identify opportunities for growth, including leakage and other product opportunities.
- Drive customer commitment and growth, ensuring product and service uptake from air, hotel, car, rail, ground transport, and insurance.
- Communicate with customers at all levels, in line with Account Management segmentation guide.
- Identify and build relationships with key customer stakeholders.
- Build strong relationships with the network to ensure open communication.
- Build strong, collaborative internal relationships with other disciplines within Envoyage and the wider Flight Centre Travel Group to drive business outcomes for your customers.
- Deploy strategies that ensure retention and growth of the Network; include various touch points throughout the year in line with the segmentation plan and connection and community plan.
- Stay abreast of emerging trends in travel and account management practices to ensure customer delivery is at the forefront.
- Keep customers informed of the latest products & services.
- Be an expert in selling the benefits of all product & service opportunities.
- Implement products & services that enhance the customer experience.
- Implement a customized Business Plan that aligns with customer goals.
- Measure and deliver on business plan outcomes.
- Complete periodic and annual reviews of customer programs and offer savings/efficiency improvements in partnership with the customer.
- Clearly articulate ROI on business plan outcomes.
- Challenge and influence customer uptake of our products and services.
- Manage, influence, and deliver key customer projects.
- Communicate to key stakeholders on key project deliverables.
- Work with stakeholders to deliver statement of works.
- Excellent understanding of project management framework.
- Integrate business goals into project scope deliverables.
Skills and Capabilities
- Provide critical input and ideas toward the strategic direction of the business and participate proactively and positively in business planning.
- Advanced presentation skills, including articulating knowledge about products, services, and value proposition to prospective customers and the existing network.
- Proficient in Microsoft Office Suite (Word, Excel, PowerPoint).
- Demonstrated ability to build Multi Level Relationships.
Experience & Qualifications:
- 3 years account management experience.
- Strong travel industry experience.
- Strong technical knowledge of FCTG systems.
- Experience in managing large agencies or national and multinational accounts.
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.
- 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 Workplace Giving, volunteering and fundraising
- Employee giving program
- 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:
- Paid Time Off *
- Up to 15 Vacation Days accrued per year - prorated upon hire and increased by tenure after 2 years of employment (up to 25 days)
- 5 Sick Days accrued per year
- 3 Personal Days
- 1 Diversity Day
- 1 Volunteer Day
- 8 Recognized Holidays
- Travel perks/discounts
- Health & Wellness Programs and Employee Financial Wellness Services
- National/International Award Nights and Conferences
- Health benefits including, medical, dental, vision, gender affirming care, and fertility care
- Insurance including hospital indemnity, AD&D, critical illness, long-term and short-term disability
- Flexible Spending Accounts
- Employee Assistance Program
- 401k program with partial match
- 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
*Vacation, Personal, and Sick time accrual rates will vary based on full-time or part-time employee status. Recognized Holidays are either paid time off or, if required to work due to job requirements, holiday pay rate, and may vary depending on state.
Don’t Miss Out!
Apply now for one of the best adventures you’ll ever have.
#LI-DE1#ENVUS#LI-Onsite
Location – Montvale, New Jersey
For this position, we anticipate offering an annual salary of $75,000 plus commission/incentive earnings based on achievable targets. The salary is dependent on relevant factors, including experience, geographic location, and job requirements. On target earnings average range between $85,000 - $95,000. The annual salary range listed represents the total compensation package, excluding benefits.
We thank all candidates for their interest; however, only those selected to continue in the process will be contacted.
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 an affirmative action and equal opportunity employer committed to providing a barrier-free pathway throughout our recruitment process. We welcome accommodation requests to help 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 careers@us.flightcentre.com
