Member Support Leader - Sydney, NSW
Job no: 531680
Work type: Full time
Location: New South Wales
Categories: Various categories
You will lead a high-impact function that shapes the full member experience—from onboarding through to ongoing engagement. As Member Support Leader, you will drive scalable, cost-effective support while elevating customer satisfaction and long-term profitability. You will work across onboarding, member support, and community engagement, becoming the trusted face of support within the network. This is an exciting opportunity to lead innovation, including AI-enabled solutions, and make a measurable impact on how members connect, grow, and succeed.
• Support preferred product strategy through the events calendar
• Define and uphold support SLAs and oversee resolution of escalated member issues
• Continuously improve onboarding through member feedback and operational insights
• Develop and deliver the events strategy, including virtual and in-person engagement
• Own end-to-end onboarding and implementation, ensuring new members reach first booking milestones
• Experience working with global and regional teams
• Proficiency with MS Office, Salesforce, supplier portals, and AI tools
• Excellent communication, collaboration, and relationship-building skills
• Advanced leadership, problem-solving, and customer-centric mindset
• Desirable: Tertiary qualification in business, tourism, or management
• Desirable: Leadership, coaching, or management certifications
• Demonstrated success improving customer satisfaction and driving growth in a B2B environment
What you'll Enjoy
🙋🏾♀️Culture: you will be employed by an inclusive company that offers a team culture like no other in the industry - Flight Centre Travel Group Australia is proud to be a certified Great Place To Work® Australia New Zealand Pty Ltd
👐🏽 Our People: FCTG is an Equal Opportunity Employer and encourage all suitably qualified applicants to apply, including Aboriginal and Torres Strait Islander People and people from racial, ethnic, or ethno-religious minority groups and people with disability
🎉Development: Individualised Learning & Development pathway options
🔧Access to 'LinkedIn Learning' for ongoing skills development: over 24,500 courses in over 20 languages
🏆Exclusive Staff Discounts: Accessible via our employee-only portal with 350+ of Australia’s leading retailers, health and wellness discounts, financial planning advice, employee share plan and more
🌏Travel Discounts: Including family and friends - flights, hotels, tours, cruises, travel insurance and more
💎Brightness of Future: Career opportunities in a network of brands and businesses across the globe - we promote from within
🥦Corporate Health Discounts: Access exclusive discounts on health insurance plans for you and your family with our partner, BUPA, access to internal gym
🌞Mental Health: Support and Employee Assistance Program for staff and family
🎉Social: Regular awards nights, social team-building and industry events, with the opportunity to attend global conferences (Bangkok in 2026)
🙏🏼 Giving Back: Corporate Social Responsibility program supporting nominated charities through Workplace Giving, volunteering and fundraising; paid parental and volunteer leave
💚 Sustainability: The protection of our environment is essential to the future of tourism, as a leading travel group, we have made efforts to affect positive change to the environment
💛 Be part of a workplace committed to reconciliation through our Reconciliation Action Plan - we proudly support Aboriginal and Torres Strait Islander inclusion, cultural safety, and dedicated cultural leave
#LI-BC1#LI-Onsite
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.
Advertised: AUS Eastern Standard Time
Application close: AUS Eastern Standard Time
Apply now