Membership Support and Loyalty Agent

We want everyone to live life by the compass, not by the clock. Envoyage is a global network of experienced, entrepreneurial travel advisors and agencies across the world. As part of Flight Centre Travel Group (FCTG), we’ve got the breadth, reach and expertise to equip travel businesses with everything needed to succeed.  We know that just as every trip is unique, so is every travel business. This is why we’ve created Envoyage with travel advisors in mind. Our goal is to be the home and the heart of the travel industry for the independent world and to build an unparalleled offering you can tap into as much or as little as you need to succeed, grow and thrive

FCTG, headquartered in Brisbane, Australia, is one of the world’s largest travel retailers and corporate travel managers, with operations in 23 countries and a presence in over 90 through independent networks. Since opening its first shop in 1982, FCTG has remained committed to its purpose: “to open up the world for those who want to see,” creating unforgettable travel experiences for people worldwide.

Please click here to learn more about Envoyage and Flight Centre Travel Group

About The Opportunity

The Membership Loyalty & Support Agent is responsible to assist all Independent Agents with the FCTG systems and processes that enable them to grow their traveler portfolio and sales. The MLSA will work closely with the Loyalty & Support team to ensure all support centre tickets meet the SLA. The MLSA will have a direct influence on membership retention and sales growth of the Independent Americas business. Membership Loyalty & Support is a critical part of our Independent offer to retain business and attract new members.

Key Responsibilities

Membership Productivity & Meeting SLAs

• Uphold agreed upon SLA which enable our Independent Agents to win customers & sales
• Monitor and assess the productivity of membership
• Ongoing CRM activity with individual members

Growth of Sales & Profit

• Ensure all systems & processes are followed to achieve growth targets
• Influence adoption of iConnect platform and leads taken
• Preferred product focus to alleviate traveler relation files
• Works well within a team environment – meetings, conferences etc.
• Self-motivated working in a virtual environment
• Aligns to business strategies and initiatives and has a proven track record of achieving results
• Comprehensive understanding of Flight Centre systems and processes.
• Fosters and maintains relationships within the team and across the business
• Eager to motivate, network and develop productive relationships with coworkers and other support businesses, manage change through effective communication and troubleshoot and keep a solutions-based focus
• Demonstrate effective conflict resolution skills to ensure a positive outcome for all involved
• Strong problem-solving skills with the ability to think outside of the box
• Highly organized approach to work and strong attention to detail
• Ability to work on multiple tasks at the same time, completing within required time frame and to a quality standard
• Demonstrate effective time management skills to meet deadlines.
• Represents FCTG with a high level of service & professionalism

Experience & Qualifications

• 2+ years in a Customer Service or Sales position
• Proven sales skills and results
• Exceptional relationship-building skills
• Highly motivated, driven by service

Toronto based employees will be required to work in Pacific Standard Time, with working hours of 12:00pm - 8:00pm EST

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.

• 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: Commitment to diversity, equity, and inclusion through initiatives like Diversity Day (paid leave to observe a holiday or cultural celebration of your choice) Employee Resource Groups (Racial Equity, Gender Equity, LGBTQ2IA+, Accessibility, Environmental Justice), DEI education initiatives, and equitable practices, including 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: Our Corporate Social Responsibility program supports nominated charities through volunteering and fundraising, complemented by our Office Environmental Program, LEED® Gold-certified office spaces, and 1 paid 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

 #LI-SM1#ENVUS#LI-Onsite

Location – Toronto, Canada

If this sounds like the opportunity you have been waiting for then APPLY NOW.

For this position, we anticipate offering an annual salary of $62,000. Base salary is dependent on relevant factors, including experience, geographic location, and job requirements.

We thank all candidates for their interest; however, only those selected to continue in the process will be contacted.

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 fccareers@flightcentre.ca

🏆 Travel Weekly Magellan Awards: Silver Winner for Accessibility and Inclusivity (2023)
🌟 GBTA WINiT: DEI Leadership Pinnacle Award (2023)
✈️ CHHR: 5-Star DE&I Employer (2023, 2024)
🌍 Seramount, FCTG Mexico : Member of the Global Inclusion Index (2023, 2024)
🏅 Newsweek: America’s Greatest Workplaces for Diversity (2024)