Flight Centre - Area Leader - SEQ

As an Area Leader, you will play a pivotal role in embodying and communicating our company's philosophies and brand values to your teams, ensuring consistently exceptional travel experiences for our customers.

You'll have a keen understanding of the market, including regional competitors and market share, and you'll constantly seek ways to enhance customer satisfaction.

You will take ownership of strategic deployment for the FCB brand and drive the change management process effectively.

Your leadership will be crucial in nurturing and retaining talent.

Day to day you'll...

• Empower consultants with segmented and targeted customer databases for re-engagement, complimented by basic training in customer communication skills.
• Establish efficient systems to track customer interactions and outcomes, ensuring consistent follow-up.
• Lead regular conference calls to coach consultants and monitor their progress, including listening to calls for quality assurance.
• Ensure customer satisfaction is driven and disciplined, while guaranteeing shops are open when customers need them, staffed sufficiently to offer excellent service.
• Tackle escalated customer complaints with resolution strategies and identify growth opportunities to capture market share with Business Leaders.
• Engage proactively with high-value customers and build impactful metrics to support those affected by events.
• Cultivate strong brand awareness among your teams and coach leaders in implementing changes effectively, especially during hibernation phases.
• Establish clear expectations and milestones for your team to achieve, while nurturing a sense of community and culture across geographical boundaries.
• Engage team members in high-value projects for expertise and involvement, and maintain structured people management plans that incorporate flexibility.
• Communicate a compelling vision and direction, making sure Team Leaders understand and share the FCB roadmap across all operational aspects, including site transitions and major projects.

We'd love to hear from you if you have...

• 5+ years leadership experience
• 8 - 10 years experience in Travel
• Proven track record in achieving targets
• Coaching and development experience advantageous
• Team Management - the role will have 28-30 direct reports

What's in it for you...