Flight Centre Travel Group

Member Support Leader - Sydney, NSW

Flight Centre Travel Group  •  State of New South Wales, AU (Onsite)  •  4 days ago
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Job Description

Lead the future of member experience—driving seamless support, smarter solutions, and stronger connections across every stage of the journey.
ABOUT THE OPPORTUNITY

You will lead a high-impact function that shapes the full member experience—from onboarding through to ongoing engagement. As Member Support Leader, you will drive scalable, cost-effective support while elevating customer satisfaction and long-term profitability. You will work across onboarding, member support, and community engagement, becoming the trusted face of support within the network. This is an exciting opportunity to lead innovation, including AI-enabled solutions, and make a measurable impact on how members connect, grow, and succeed.
KEY RESPONSIBILITIES

• Support preferred product strategy through the events calendar
• Measure, track, and report on innovation impact and performance outcomes
• Lead, develop, and coach the member support team, setting direction and priorities
• Define and uphold support SLAs and oversee resolution of escalated member issues
• Continuously improve onboarding through member feedback and operational insights
• Develop and deliver the events strategy, including virtual and in-person engagement
• Manage conflict resolution across members, suppliers, and internal stakeholders
• Build and manage a digital workforce, strengthening capability in AI and automation
• Lead network communication strategy and manage escalation and crisis communications
• Identify and implement AI-enabled solutions to improve service outcomes and reduce cost to serve
• Design and implement scalable, low-cost support processes to enhance the member experience
• Own end-to-end onboarding and implementation, ensuring new members reach first booking milestones
EXPERIENCE & QUALIFICATIONS

• Experience working with global and regional teams
• Experience using travel systems and GDS (e.g. Tramada)
• Strong analytical capability with operational data and reporting
• Proficiency with MS Office, Salesforce, supplier portals, and AI tools
• Excellent communication, collaboration, and relationship-building skills
• Advanced leadership, problem-solving, and customer-centric mindset
• Desirable: Tertiary qualification in business, tourism, or management
• Desirable: Leadership, coaching, or management certifications
• Strong people leadership with experience in coaching and team development
• Desirable: Project or change management certification (e.g. PRINCE2, PROSCI)
• Proven experience leading multi-disciplinary support teams and executing strategy
• Minimum 3 years’ experience in a travel-related management role delivering growth and profitability
• Demonstrated success improving customer satisfaction and driving growth in a B2B environment

What you'll Enjoy


🙋🏾‍♀️Culture: you will be employed by an inclusive company that offers a team culture like no other in the industry - Flight Centre Travel Group Australia is proud to be a certified Great Place To Work® Australia New Zealand Pty Ltd

👐🏽 Our People: FCTG is an Equal Opportunity Employer and encourage all suitably qualified applicants to apply, including Aboriginal and Torres Strait Islander People and people from racial, ethnic, or ethno-religious minority groups and people with disability

🎉Development: Individualised Learning & Development pathway options

🔧Access to 'LinkedIn Learning' for ongoing skills development: over 24,500 courses in over 20 languages

🏆Exclusive Staff Discounts: Accessible via our employee-only portal with 350+ of Australia’s leading retailers, health and wellness discounts, financial planning advice, employee share plan and more

🌏Travel Discounts: Including family and friends - flights, hotels, tours, cruises, travel insurance and more

💎Brightness of Future: Career opportunities in a network of brands and businesses across the globe - we promote from within  

🥦Corporate Health Discounts: Access exclusive discounts on health insurance plans for you and your family with our partner, BUPA, access to internal gym

🌞Mental Health: Support and Employee Assistance Program for staff and family

🎉Social: Regular awards nights, social team-building and industry events, with the opportunity to attend global conferences (Bangkok in 2026)  

🙏🏼 Giving Back: Corporate Social Responsibility program supporting nominated charities through Workplace Giving, volunteering and fundraising; paid parental and volunteer leave

💚 Sustainability: The protection of our environment is essential to the future of tourism, as a leading travel group, we have made efforts to affect positive change to the environment

💛 Be part of a workplace committed to reconciliation through our Reconciliation Action Plan - we proudly support Aboriginal and Torres Strait Islander inclusion, cultural safety, and dedicated cultural leave

#LI-BC1#LI-Onsite

Our Talent Acquisition Team kindly requests no unsolicited resumes or approaches from Recruitment Agencies. Flight Centre Travel Group is not responsible for any fees related to unsolicited resumes.

Flight Centre Travel Group

About Flight Centre Travel Group

Flight Centre Travel Group (FCTG) is one of the world’s largest travel companies, employing 15,000 like-minded individuals – known as ‘Flighties’.

Our story dates to 1973, when founder Graham Turner (aka “Skroo") and friend Geoff “Spy” Lomas buy a double-decker bus and take off on their first tour around Spain, Portugal and Morrocco, 3 years later forming the first business, Top Deck. After flight deregulations in the 80s our first retail "Flight Centre" stores opened in Australia in 1982, London in 1984, and NZ in 1987.

1987 was also the year we held our first “Global Gathering” awards event celebrating our amazing people, a tradition that continues to this day.

And in 2025 we launched our very first loyalty program, World360 Rewards! Our Australian customers now able to earn and redeem points across Flight Centre, Travel Associates, and Cruiseabout.

We’re in our 40s now and a lot has changed! With global headquarters in Brisbane, Australia, our company owned leisure and corporate travel businesses span three major regions: APAC, The Americas and EMEA.

Our flagship corporate travel management brand, FCM, extends our reach even further through a network covering over 100 countries via both company-owned operations and independent licensees.

With 30 brands across our global footprint, our team spans from customer-facing to internal support roles. The opportunities just as diverse – from a Travel Consultant at Flight Centre or Envoyage, to a Machine Learning Scientist in one of our tech pillars.

Together, we live and breathe our number one philosophy, Our People, driven by our purpose ‘To open up the world for those who want to see’.

Our values are simple and powerful - Ownership, Egalitarianism and Irreverence.

We support our people with opportunities to help you thrive, connect, give, move and be rewarded. Our people have access to a suite of curated benefits to ensure holistic wellbeing – from mental and physical health to financial freedom. 

Industry
Travel & Hospitality
Company Size
5,001-10,000 employees
Headquarters
South Brisbane, AU
Year Founded
Unknown
Website
fctgl.com
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