Location Manager & Network Support

At Flight Centre Travel Group (FCTG), our journey began in 1973 with a single double-decker bus. Today, we’ve grown into a global travel powerhouse, headquartered in Brisbane, Australia, with a dynamic presence in 23 countries. As one of the world’s largest travel retailers and corporate travel managers, we’re not just experts – we are a passionate family of adventurers. We live and breathe travel, united by a mission to create unforgettable experiences and open up the world for those that want to see.

We are looking for a passionate Location Manager for our Toronto location to elevate the team to new heights. If you’re driven by the challenge of leadership and inspired by the opportunity to guide a team of travel enthusiasts, join us and help lead our exciting journey forward.

About the Role:

As a Location Manager & Network Support (LMNS), you’ll be the driving force behind the Newmarket network, steering sales growth and expanding our customer base. Leading a diverse team of travel consultants, both in-person and remote, you’ll inspire excellence and ensure every client’s travel dreams are brought to life. Your mission? To cultivate a high-performing team, deliver unparalleled service, and create unforgettable experiences for our customers.

Key Responsibilities:

• Drive overall network performance to achieve sales targets by setting and monitoring goals for all employees. Conduct monthly and quarterly reviews of progress, providing regular coaching and development to boost sales productivity. Ensure effective lead management by matching the right enquiry with the right expert.
• Oversee the customer experience across the network by regularly reviewing Customer Satisfaction Score (CSAT score) seeking direct feedback, analyzing consultant sales behaviors (call listening and chat reviews), and communicating customer experience expectations to the team. Address and resolve customer issues and complaints as the primary contact.
• Coordinate employee schedules to ensure optimal staffing for customer needs at the retail Hub to balance customer demands and employee flexibility.
• Manage the distribution of preferred products within the network. Set and track preferred product targets, ensure completion of product training, and collaborate with partners on community and customer events. Ensure adherence to One Best Way (OBW) systems and processes.
• In partnership with the finance team, ensure compliance with financial procedures, including PCI standards, financial protocols, timely reconciliations, and proper handling of banking and credit card procedures.
• Organize and host engaging community events involving local suppliers and employees. Foster strong relationships with the marketing team to understand and leverage campaigns and promote Google reviews and ratings.

Experience & Qualifications:

• Minimum of 3 years leadership experience, with a proven ability to build and motivate high-performing teams.
• Articulates messages clearly and concisely, utilizing various communication channels to engage and inform diverse audiences.
• Manages and communicates change effectively, ensuring smooth transitions and maintaining team alignment.
• Assesses business performance, identifies opportunities for improvement, and aligns strategies with organizational goals.
• Comprehensive understanding of Flight Centre systems and processes, with a track record of achieving results.
• Responds to changing demands, demonstrating resilience and problem-solving skills in a dynamic environment.
• Builds cohesive teams by fostering collaboration and establishing a clear vision for success.
• Resolves conflicts with appropriate strategies, ensuring a positive and productive work environment.
• Acts professionally and impartially, representing the organization effectively in all forums and adhering to organizational processes.
• Supports the development and management of staff, leading by example and contributing to their growth and success.

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: Committed to making a difference through our Corporate Social Responsibility program, which supports nominated charities via volunteering and fundraising, 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

Ready to Make a Difference?

If you’re a driven leader with a passion for travel and a knack for managing dynamic teams, we want to hear from you! Apply now and take the next step in your exciting career with FCTG.

#LI-DE1#FCB#LI-Onsite

Location – Toronto, Canada

For this position, we anticipate offering an annual salary of $65,000 plus commission/incentive earnings based on achievable targets. The salary is dependent on relevant factors, including experience, geographic location, and job requirements. On target earnings average range between $65,000 -$99,000. The annual salary range listed represents the total compensation package, excluding benefits.

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)