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Customer Optimisation Manager

  • Australian Capital Territory, ACT, Australia
  • New South Wales, NSW, Australia
  • Northern Territory, NT, Australia
  • Queensland, QLD, Australia
  • South Australia, SA, Australia
  • Tasmania, TAS, Australia
  • Victoria, VIC, Australia
  • Western Australia, WA, Australia
  • Corporate Traveller and Flight Centre Business Travel
  • Full time

About the Opportunity

This Customer Optimisation Manager role is responsible for the optimisation and implementation for existing Corporate Traveller and Flight Centre Business Travel customers.

Ensuring customers are provided with the very best technology experience and solution that aligns with their business outcomes.

The role requires strong communication and people skills, as they will be required to develop good working relationships with customers and multiple internal stakeholders.


Primary Responsibilities


  • Takes responsibility for understanding customer requirements, collecting data, delivering analysis and problem resolution
  • Identifies, evaluates, and recommends options
  • Collaborates with, and facilitates stakeholder groups, as part of formal or informal consultancy agreements
  • Seeks to fully address customer needs, enhancing the capabilities and effectiveness of customer personnel, by ensuring that proposed solutions are properly understood and appropriately exploited

Specialist Advice

  • Maintains knowledge of customer system configuration, provides detailed advice regarding their application, and executes implementation tasks
  • Provides detailed and specific advice and makes recommendations on customers technical configuration, products & services, and process improvement
  • Collaborates with other specialists, where appropriate, to ensure advice given is appropriate to the needs of the customer

Project Management

  • Defines, documents, and carries out implementation projects, alone or with team members, actively participating in all phases
  • Identifies, assesses, and manages risks to the success of the project
  • Agrees project approach with stakeholders, and prepares realistic plans (including quality, risk, and communications plans) and tracks activities against the project schedule, managing customer involvement as appropriate
  • Monitors timescales and resources used and acts where these deviate from agreed tolerances
  • Ensures that implementation projects are formally closed and, where appropriate, subsequently reviewed, and that lessons learned are recorded
  • Handle multiple projects effectively while continuing to deliver exceptional quality

Customer Engagement

  • Lead customer optimisation meetings - both internal and external
  • Conduct customer training
  • Consultancy and project management, as listed above

Configuration & Implementation

  • Re-configure/re-implement existing customers
  • Implement customer on required technology
  • Troubleshoot and solutions problems


Key Stakeholders

  • Customers
  • Operational team (Business Leaders and Travel Managers)
  • Business Development Manager, Key Customer Success Manager and Customer
  • Success Manager
  • SME Implementation & Optimisation Team
  • Broader Customer Success and Corporate Technology Teams


What You Will Need

  • Experience in Serko, Lumina, AgentPort and Sabre
  • Ability to manage conflicting priorities while meeting customer expectations
  • Experience dealing with difficult or high-pressure situations / negotiation skills
  • A detailed knowledge of the corporate businesses and how they relate to Flight Centre Travel Group as a whole
  • Ability to lead workshops and meetings
  • Experience in the development of business cases, presentations, strategic plans, and technology roadmaps
  • Professional and respectful in dealing with customers
  • Ability to build trust in relationships
  • Excellent analytical and problem-solving skills
  • Degree qualifications in relevant discipline - highly desirable
  • Travel industry experience an added advantage


About the Benefits

  • Work with Australia’s largest travel retailer
  • Global career opportunities in a network of brands in more than 20 countries
  • We embrace a hybrid workplace, with work from home and office options available
  • Travel discounts on flights, hotels and insurance for you, your family and friends
  • Thrive in a diverse and inclusive environment
  • Discounted financial and health services
  • Access to our internal 24/7 gym 
  • Find our full list of benefits here:

Apply Now

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