Head of Global CRM Technology

Flight Centre Travel Group (FCTG) is one of the world’s largest travel retailers and corporate travel managers. The company, which is headquartered in Brisbane, Australia has company-owned leisure and corporate travel business in 23 countries, spanning Australia, New Zealand, the Americas, Europe, the United Kingdom, South Africa, the United Arab Emirates and Asia. FCTG also operates a global corporate travel management network, which extends to more than 90 countries through company-owned businesses and independent licensees. The company opened its first leisure travel shop in Sydney, Australia in 1982 and listed on the Australian Securities Exchange in 1995.  Our purpose is to “open up the world for those who want to see”. Every day, we give people all around the world the opportunity to experience something really amazing – travel!

To learn more about Flight Centre Travel Group please click HERE

About The Opportunity

Flight Centre Travel Group is seeking a highly motivated and experienced Head of Global CRM Technology to join our team.

Our Global CRM serves as the backbone of our corporate business – facilitating and reinforcing the strategies for sales, marketing, onboarding, customer success, operations, and support. We enable business processes that drive TTV growth, boost productivity & efficiency, and elevate customer satisfaction. Our focus is on process modernization, technological innovation, and crafting AI-enabled solutions.

Using the Salesforce platform as the foundation to these solutions, the ecosystem also includes other modern technology platforms (including Genesys, Gong, Conga, ZoomInfo, Highspot, UiPath, Eloqua, Datadog). 

The Head of Global CRM Technology is responsible for managing our world class CRM technology team. The successful applicant will combine in-depth business understanding and hands-on technical know-how to drive our CRM strategy while enabling new business capabilities that will allow our corporate brands to attract new customers and retain and excite our existing customers.

We are looking for a people-focused leader who will engage their team of technologists across multiple geographies and time zones, helping shape a period of major business and technology transformation. 

Key Responsibilities

• Establishing a culture of agility, collaboration and empowerment for our global team of technologists.
• Co-design our CRM roadmap and recalibrate as our business needs evolve.
• Provide regional leadership to resources across multiple pillars.
• Delivering rapid, flexible, proactive and effective performance outcomes.
• Collaborating closely with the global CRM leadership team to ensure appropriate planning, discovery and platform governance - aligned with the strategic targets and objectives of the business.
• Having a deep understanding of the Salesforce platform, product offerings, navigating through their support process, and assisting with contracting to ensure we are maximizing our investment.
• Core technology streams of responsibility include platform architecture, solution design, development, platform maintenance, level 3 user support, deployment, security, governance and quality control.
• Working with business and operations leaders to rethink our operating model and underlying processes, use state-of-the-art technology including ML and generative & agentic AI with automation to modernize the solutions we build and how we build them.
• Help cultivate a safe, inclusive, and accessible work environment for team members of all backgrounds including people who are racialized, have disabilities (invisible or visible), require faith accommodations, and/or are LGBTQ2+
• Do your part to encourage an inclusive and accessible work environment for all Flighties, regardless of age, gender, disability, ethnicity, faith, and LGBTQ+ identity
• Participate in maintaining an inclusive and accessible work environment for all Flighties, regardless of their identities and lived experiences
• Help to foster an inclusive and accessible team environment for all Flighties, regardless of their identities and cultural backgrounds

Experience & Qualifications

• Proven track record with 10 years in an engineering and software development environment including 3+ years in a leadership role.
• Experience in creating, developing and leading a world-class technology team.
• Successfully implemented, managed, and grown an enterprise grade CRM platform.
• Ability to identify and realize long-term goals as well as to anticipate problems & issues, and effectively resolve them. 
• Understand how the combination business process management and technology enable strategic business goals. 
• Ability to engage and orchestrate resources across multiple locations and time zones to achieve the best possible outcomes. 
• Mastery of effective communication written and oral - internal or external customers. 
• Salesforce Certifications: Platform Administrator, Platform Administrator II, Platform Developer I, Platform App Builder, Service Cloud Consultant (or comparable experience)
• Agile/Scrum certification is an asset.

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#FCB#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 $175,000 - $200,000. Base salary is dependent on relevant factors, including experience, geographic location, and job requirements.

This posting reflects an active vacancy that we are currently seeking to fill.

We welcome applications from candidates with diverse experiences

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

As part of our recruitment process, AI tools may assist in the screening and assessment of applications. Final hiring decisions are made by our recruitment team and hiring managers.

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 (2023)
🌟 GBTA WINiT Top 50 Award Recipients (2018–2025)
💫 CHHR: 5-Star DE&I Employer (2023, 2024)
🌍 Seramount, FCTG Mexico: Member of the Global Inclusion Index (2023–25)
📰 Newsweek: America’s Greatest Workplaces for Diversity (2024)
💛 Benefits Canada: Health/Wellness Program and Mental Health Program (2023, 2025)
✈️ OutThere Awards: Inclusive Travel Finalist (2025)
🏅 Canadian HR Awards: Excellence in Diversity and Inclusion Awardee (2025)