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About the Opportunity

As the Head of Group Travel you will be the ultimate brand ambassador for FCM Meetings and Events in Australia - with customers, suppliers and our people. You will manage all aspects of operations to deliver service excellence to ensure customer growth and retention.

You are a commercially savvy thinker, possessing a deep understanding of how your division’s costs, products, services and systems perform within the corporate travel market to continually seek competitive advantage to improve market share and grow the business.

You will also have an in-depth knowledge of how FCTG operates, having embraced and embodied our culture and values throughout your career.

What you'll be doing:

Leadership:

• Inspire, lead, develop and mentor the Group Travel team
• Contribute to the decision-making process for strategic business development and growth
• Create a cohesive and positive working environment where staff can reach their full potential and achieve personal & career goals
• Drive culture and the brightness of future of people in line with FCM Meetings & Events DNA and FCTG philosophies
• Work with People and Culture experts to recruit, train and develop successful team members for FCM Meetings & Events
• Effective change management

Account management and client retention:

• Develop a strategic, proactive plan for each client to maintain existing business, grow margin where possible and develop new business across all products to ensure company and team targets are met/exceeded
• Increase business through working effectively with the Sales & Account Management team and Groups team members to source new business from existing and new clients
• Develop and manage relationships with internal & external stakeholders to foster strategic client relationships
• Be an effective escalation point who addresses and acts on customer feedback with relevant stakeholders

Customer onboarding:

• Act as conduit between the customer and all relevant stakeholders to ensure streamlined implementation according to customer specific Meetings and Events requirements
• Oversee and address all stakeholder inquiries and escalations during a 3–6-month hyper-care period post-implementation to ensure an excellent customer experience and operational success
• Assist with strategic planning, periodic reporting, and customer relationship management

Operational excellence:

• Ensure standard project systems and procedures are followed whilst implementing customer / project specific systems, processes, and platforms to ensure accurate and efficient project delivery.
• Identify and recommend process and/or system change for business, productivity and profitability improvement
• Organise, participate, implement, and or provide training on specific systems, processes, and platforms as required

What you'll need:

• Proven track record in exceptional leadership and experience in training and mentoring team members
• Passion for delivering an amazing experience to our customers
• Excellent communication and articulation skills
• Eagerness to create a fantastic culture for our people and customers
• Demonstrated experience in reactive and proactive problem solving focused on improving day-to-day business operations
• Ability to embrace change and be fluid in an ever-changing environment
• The drive, determination and focus to lead a successful business
• Experience in P&L management and driving productivity and profit
• A knowledge of all major suppliers and relevant MICE products and destinations

What’s in it for you?

• OTE $130-$150k plus super
• Travel discounts, in-house financial and health services
• Global career opportunities in a network of brands and businesses
• Ongoing training and professional development
• Fun and flexible work environment
• Proud Corporate Social Responsibility platform through the Flight Centre Foundation, Responsible Travel Charter, and Brighter Futures programs

 This is an opportunity you don’t want to miss - APPLY NOW!

Our Talent Acquisition Team kindly requests no unsolicited resumes or approaches from Recruitment Agencies. Flight Centre Travel Group is not responsible for any fees related to unsolicited resumes.