Customer Success Manager

1 month ago

Toronto, Ontario, Canada Independents Full time
Job Title: Envoyage - Member Success Manager - Toronto, Canada

Opportunity

We are seeking a highly motivated and experienced Member Success Manager to join our Envoyage Canada team. As a key member of our SWOT team, you will be responsible for owning and nurturing relationships with our customers, agents, and agencies, resulting in the retention and growth of our network.

The role is pivotal in the operational delivery of our 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 the use of technology and products & services, resulting in retention and growth across our agents and agencies.

This includes building strategy across the entire network of agents and agencies in Envoyage and providing key contributions toward the general strategic direction and business planning.

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.

  • 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 fundraising
  • 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 of $85,000 plus a sales incentive. Base salary is dependent on relevant factors, including experience, geographic location, and job requirements.

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

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