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General Information

Job title:

FCB Future Team Leader

Purpose:

The Flight Centre Brand Future Team Leader is responsible for growing sales and conversion, month on month, by delivering a world class customer experience, best priced travel deals, the widest choice of product and expert knowledge to our customers to grow Flight Centre’s market share and win customers.

The Future Team Leader will focus on supporting the Team Leader in increasing growth within the business with the discipline through One Best Way (OBW), and adding value internally and externally to gain customer market share.

Primary duties and responsibilities (KRAs)

1. Sales Ability:

• Follow the OBW sales process
• Assist Team Leader in driving repeat and referral business.
• Strong conversion ratio through pricing, product offerings, up-selling and customer service.
• CVPs driven through all channels and touch points of enquiry and customer interaction.
• Reaching sales targets monthly and growth in TTV

2. Product Expertise:

• Experts in wholesale
• Continuous self-development on preferred Helio product
• Experts in long-haul complex airfare, visa assistance, package holidays, insurance, health and safety travel protocols, tour and cruise.
• Participating in all training webinars and training to stay up to date with complexity of travel.
• Driving preferred partner strategy.
• Understanding of top product sales in the business

3. Customer experience

• Strong customer engagement driven through person to person ethos
• Customer relationship management to promote the FCB brand 
• Seamless Customer experience online and offline
• Following OBW centralised pricing model

4. Systems and processes:

• Follow OBW procedures to mitigate risk within business
• Support TL in driving air and land pricing strategy
• Embrace technology and automation within FCB
• OBW processes of systems implemented
• Channelling all sales through the Helio platform
• Adherence to all financial policies and procedures

5. Leadership:

• Lead by example in all aspects on the FCB business as Brand Warriors
• Assist Team Leader in running effective daily and weekly business meetings to monitor team and individual progress
• Mid-month one-on-ones to ensure individual progress and growth in individuals sales month on month
• Recognise, Inspire, influence, motivate and develop team to success
• Future Team Leader will spend 2 weeks, per year, in a secondment role in an alternative business

Hierarchy:

Team Leader and Area Leader

Key communication and relationships:

Internal: Team, Team Leader Colleagues, Area Leader, General Manager, Learning and Development, People + Culture team members, Customer experience team, Finance, Marketing, Product, IT and Helio support teams.

External: Customers and suppliers

Job Requirements

Education and qualification:

Minimum requirements

Added advantage

Matric

Tertiary qualification

Experience:

• SA citizen/Relevant working visa
• 2 years’ work experience/ tertiary qualification
• Travel experience advantageous
• Proven track record

Other:

Location:

Nationwide

Travelling:

Determined by business needs

Office hours:

Determined by business needs and retail requirements

Additional:

NA

Soft skills / Functional / job-related

Competency

Proficiency required

Basic

Intermediate

Advanced

Computer literacy

1

2

3

Sales

1

2

3

Time management

1

2

3

Team work/Supportive

1

2

3

Written and verbal Communication skills

1

2

3

Self-motivated

1

2

3

Flexible/adaptable

1

2

3

Persistence

1

2

3

Discipline to follow through

1

2

3

Business Acumen

1

2

3

Integrity and Trust

1

2

3

Uphold company philosophies

1

2

3