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Key Customer Success Manager - South Bank, QLD

Flight Centre

Support

Location: Queensland
Type: Full-time
Salary: 97375 per month

Corporate Traveller is the only travel management corporation in Australia dedicated to SME businesses. Part of the corporate division of the Flight Centre Travel Group (FCTG), Corporate Traveller (CT) is one of FCTG'…

About the role

Corporate Traveller is the only travel management corporation in Australia dedicated to SME businesses. Part of the corporate division of the Flight Centre Travel Group (FCTG), Corporate Traveller (CT) is one of FCTG's most successful brands, globally. Our mission is to dominate the SME market, making the end-to-end travel experience faster, simpler and easier for our customers and to demonstrate ongoing value to decision-makers, travellers and bookers. We provide our customers with the perfect blend of personal, local service blended with our expert technology suite and the great choice and value which comes with being part of the FCTG family.

About the Opportunity

The purpose of the Key Customer Success Manager is to drive customer profitability, retention, and growth. In addition, there is a focus on delivering customer value and best practice travel programs to increase and optimise the number of services provided to complex, high touch, and strategic customers.

The strategic intent of these programs will be to deliver outstanding customer service, improved efficiencies, consolidation, savings, best in market account management practices and use of CT technology, products and services, resulting in retention and growth and a "best in market" customer travel program. Customer programs will be built on agreed national and regional requirements.

This Brisbane based role will manage a range of high value national and multinational customers.

What you will do:

Commercial

Identify opportunities for value added sales into existing customer base
Ensure fees are charged as per our CT agreement
Identify opportunities and strategies to drive turnover and revenue growth
Drive customer compliance and growth with directly procured products and services from CT, air, hotel, car, rail, ground transport, insurance and VIP Services
Conduct regular profit and loss reviews of customers
Work with national, regional, global CT teams to optimise contract opportunities
Ensure agreed customer deliverables are being met
High level understanding of customer commercial opportunities to maximise revenue

Relationship

Communicate with customer at all levels
Engage with internal stakeholders including operations, finance and support to deliver value to customer
Monthly touch points with operational team
Conduct yearly R.S.V.P Assessment
Regular communication with other CT stakeholders as required
Identify and build relationships with key customer stakeholders
Build strategic customer relationships to develop business opportunities and to influence change
Connect senior executives of customer with key senior stakeholders at CT and FCTG
Build and maintain relationships with C-Suite

Innovation

Keep customer informed of latest CT products and services
Be an expert in selling the benefits of all product and service opportunities
Quarterly recommendations of innovation into customer program
Implement products & services that enhance customer programs
Provide recommendations to customers on strategic direction of program in respect to booking, payment settlement and compliance benchmarked to like customers
Detailed innovation roadmap for all customers
Engage with senior FCTG tech leaders to help drive technology innovation within program

Collaboration

Develop strong internal and external business relationships
Influence customer to change to deliver value to customer program
Uphold FCTG Values and Philosophies
Work with operational teams to drive outstanding service delivery to the customer
Develop strong narratives to implement ROI and change
Provide deep insights to customer programs that deliver enhanced value

Technical

Customised technical configuration for all technical products
Ensure technical configurations are optimised
Keep customer informed of latest CT technical products
Utilise CRM systems (Salesforce) to leverage customer communications and document activities
Engage SME to manage and deliver key customer projects
Work with senior technology leaders to deliver outcomes to customer

Data / Analytics

Create automated schedule of analytics/reporting for customers
Analyse customer data and trends and deliver opportunities through analysis
Utilisation of strong narrative to connect analytics to customer benefit
Use and selling of benchmark data products to customers
Develop compelling recommendations and solutions that align with the clients’ business goals and requirements

Business Planning

Implement a highly customised and focused business plan template that aligns with customer goals
Measure and deliver on business plan outcomes
Complete annual review of customer program and offer savings/efficiency improvements
Conduct yearly Vision/Planning/Goals sessions with customer
Use of program performance scorecard to measure value
Implementation of CT de-risk strategy to retain customer
Clearly articulate ROI on business plan outcomes
Challenge and influence customer to take up program recommendations
Conduct a yearly full program review with customer

Project Management

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 and deliverables

What you will need:

Min 3 years extensive customer success/account management, ideally in the Travel & Tourism industry
Experience in managing large and complex customers
Ability to clearly articulate knowledge about products, services and value proposition to customers
Demonstrated ability to build multi-level relationships
Corporate B2B service experience

What you will enjoy:

💲Remuneration: Base of $97,375 + monthly incentives + super

🙋🏾‍♀️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, regardless of age, race, gender, gender identity or expression, sexual orientation, or veteran status

🎉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 500+ 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 at FCTG HQ

🌞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, Sydney in 2027)    

🙏🏼 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

Apply today to join a world-class team!

Please Note: applications can only be considered by candidates who are based in Brisbane and can work without restriction or requiring visa sponsorship. Remote working options are not available for this position.

#LI-CM1#CTAU#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.

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