As an Area Leader, you will play a pivotal role in embodying and communicating our company's philosophies and brand values to your teams, ensuring consistently exceptional travel experiences for our customers. You'll have a keen understanding of the market, including regional competitors and market share, and you'll constantly seek ways to enhance customer satisfaction. You will take ownership of strategic deployment for the FCB brand and drive the change management process effectively. Your leadership will be crucial in nurturing and retaining talent.

Day to day you'll...

• Empower consultants with segmented and targeted customer databases for re-engagement, complimented by basic training in customer communication skills.
• Establish efficient systems to track customer interactions and outcomes, ensuring consistent follow-up.
• Lead regular conference calls to coach consultants and monitor their progress, including listening to calls for quality assurance.
• Ensure customer satisfaction is driven and disciplined, while guaranteeing shops are open when customers need them, staffed sufficiently to offer excellent service.
• Tackle escalated customer complaints with resolution strategies and identify growth opportunities to capture market share with Business Leaders.
• Engage proactively with high-value customers and build impactful metrics to support those affected by events.
• Cultivate strong brand awareness among your teams and coach leaders in implementing changes effectively, especially during hibernation phases.
• Establish clear expectations and milestones for your team to achieve, while nurturing a sense of community and culture across geographical boundaries.
• Engage team members in high-value projects for expertise and involvement, and maintain structured people management plans that incorporate flexibility.
• Communicate a compelling vision and direction, making sure Team Leaders understand and share the FCB roadmap across all operational aspects, including site transitions and major projects.

We'd love to hear from you if you have...

• 5+ years leadership experience
• Proven track record in achieving targets
• Coaching and development experience advantageous

What's in it for you...

🙋🏾‍♀️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

🏆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 (Los Angeles in 2025) 

🙏🏼 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