Job no: 523081
Brand: Independents
Work type: Full time, Hybrid
Location: Ontario
Categories: Operations & Professional Services, Leisure Travel & Retail

Envoyage - Member Support Leader
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. Whether it's luxury, adventure, or corporate travel, Envoyage is dedicated to crafting memorable experiences with exceptional service.
About the Opportunity
The Member Support Leader has the key responsibility of managing the day-to-day operations supporting our Envoyage network. The key objectives of the role are to ensure Member satisfaction throughout the membership life cycle and to deliver low cost, scalable support solutions to the network, ensuring the long-term profitability of Envoyage.
The Member Support Leader will sit on the Canada Envoyage SWOT team and have responsibility for 3 key areas of our Independent Network operations, including Membership Onboarding and Implementation, Membership Support and our Membership community and events. The right candidate will be a consummate problem solver and relationship builder, becoming the day-to-day face and voice of our membership support structure.
The Member Support Leader will report to the General Manager of Envoyage Canada and lead the support team responsible for day to day support of the member network.
Responsibilities

• High Membership satisfaction rate received on CSAT survey
• Set, communicate and meet support level SLAs
• Improve and deliver low-cost operational processes that are scalable and meet the needs of the network
• Reduce friction in membership interactions
• Handle all escalated support requests to resolution
• A scalable process of implementing new network members
• Reduce the touchpoints and time to onboard
• Ownership and delivery of the education and onboarding materials needed within the onboarding process
• Work with broader SWOT team to implement new tools and processes that increase share of wallet
• Ownership of network events strategy and plans, including remaining on budget
• Create opportunities for community engagement both in-person and virtually
• Ownership & delivery of our network communication strategy

Experience & Qualifications:

• Experience initiating and executing strategies to improve customer satisfaction and drive growth in a B2B environment
• 3 years in a travel-related management role achieving growth targets and profitability goals.
• Extensive knowledge of Travel Industry
• Experience in driving a multi-disciplined support team, formulating, and executing strategy, & future direction for that group
• Experience working with Global and Regional Teams

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.

• Enjoy the freedom and flexibility of a hybrid work structure that combines both remote and in-person work.
• 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

• Diversity Day: paid leave to observe holiday or cultural celebration of your choice
• Employee Resource Groups (Racial Equity, Gender Equity, LGBTQ2IA+
• Accessibility, Environmental Justice)
• DEI education
• Commitment to fair practices such as 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: Proud Corporate Social Responsibility program supporting nominated charities through volunteering and fundraising
• Office Environmental Program
• Many of our offices are Leadership in Energy and Environmental Design (LEED®) Gold certified buildings
• 1 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

Don’t Miss Out!
Apply now for one of the best adventures you’ll ever have.
Location – Toronto, Canada
For this position, we anticipate offering an annual salary of $105,000. Base salary is dependent on relevant factors, including experience, geographic location, and job requirements.
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

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