Envoyage - Member Success Manager
Envoyage Travel is an independent division of Flight Centre Travel Group (FCTG), focused on delivering bespoke travel experiences. Combining FCTG's global expertise with a personalized touch, Envoyage creates tailored journeys that cater to the unique needs of discerning travelers worldwide.
About the Opportunity
As a key member of the Envoyage USA SWOT team, the purpose of this role is to own and nurture relationships with our customers, the agents and agencies, resulting in the retention and growth of the network. The role is pivotal to the growth of the Envoyage products and services to the network, maximizing commercial returns to FCTG.
Responsibilities
- Identify opportunities for value-added sales into the existing customer base, resulting in business growth & increased profitability.
- Ensure overrides are paid and fees are charged per our agreement.
- Identify opportunities for growth, including leakage and other product opportunities.
- Drive customer commitment and growth, ensuring product and service uptake from air, hotel, car, rail, ground transport, and insurance.
- Communicate with customers at all levels, in line with Account Management segmentation guide.
- Identify and build relationships with key customer stakeholders.
- Build strong relationships with the network to ensure open communication.
- Build strong, collaborative internal relationships with other disciplines within Envoyage and the wider Flight Centre Travel Group to drive business outcomes for your customers.
- Deploy strategies that ensure retention and growth of the Network; include various touch points throughout the year in line with the segmentation plan and connection and community plan.
- Stay abreast of emerging trends in travel and account management practices to ensure customer delivery is at the forefront.
- Keep customers informed of the latest products & services.
- Be an expert in selling the benefits of all product & service opportunities.
- Implement products & services that enhance the customer experience.
- Implement a customized Business Plan that aligns with customer goals.
- Measure and deliver on business plan outcomes.
- Complete periodic and annual reviews of customer programs and offer savings/efficiency improvements in partnership with the customer.
- Clearly articulate ROI on business plan outcomes.
- Challenge and influence customer uptake of our products and services.
- Manage, influence, and deliver key customer projects.
- Communicate to key stakeholders on key project deliverables.
- Work with stakeholders to deliver statement of works.
- Excellent understanding of project management framework.
- Integrate business goals into project scope deliverables.
Skills and Capabilities
- Provide critical input and ideas toward the strategic direction of the business and participate proactively and positively in business planning.
- Advanced presentation skills, including articulating knowledge about products, services, and value proposition to prospective customers and the existing network.
- Proficient in Microsoft Office Suite (Word, Excel, PowerPoint).
- Demonstrated ability to build Multi Level Relationships.
Experience & Qualifications:
- 3 years account management experience.
- Strong travel industry experience.
- Strong technical knowledge of FCTG systems.
- Experience in managing large agencies or national and multinational accounts.
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.
- 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.
- 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.
- Personal connections: We are a big business founded on personal relationships.
- Diversity, Equity & Inclusion: Paid leave to observe holiday or cultural celebration of your choice, Employee Resource Groups, DEI education, and commitment to fair practices.
A career, not a job: We offer genuine opportunities for people to grow and evolve.
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.
- Employee Assistance Program.
- RRSP/RPP with matching.
- Tuition Reimbursement Program.
Don't Miss Out!
Apply now for one of the best adventures you'll ever have.
Location - Montvale, New Jersey
For this position, we anticipate offering an annual salary of $75,000 plus commission/incentive earnings based on achievable targets. The 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 are an affirmative action and equal opportunity employer committed to providing a barrier-free pathway throughout our recruitment process.
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