Envoyage - Member Support Leader - Toronto, Canada

Independents; Ontario; Hybrid; CAD 95,000 - 115,000; Full time

Job summary

A leading company in the travel industry is seeking a Member Support Leader to manage operations for their Envoyage network. The role focuses on enhancing member satisfaction, leading a support team, and developing scalable processes. The ideal candidate will have a strong background in customer satisfaction and travel management, ensuring profitability and community engagement.

Benefits

Flexible hybrid work structure

Reward & Recognition programs

Career growth opportunities

Generous paid time off

Comprehensive group benefits

Qualifications

• Minimum of 3 years in a travel-related management role.
• Experience in developing strategies to improve customer satisfaction.

Responsibilities

• Achieve high membership satisfaction rates.
• Implement scalable onboarding processes.
• Lead the support team for member network.

Skills

Customer Satisfaction

Problem Solving

Relationship Building

Job description

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 three key areas of our Independent Network operations: 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 the day-to-day support of the member network.

Responsibilities

• Achieve a high membership satisfaction rate as measured by CSAT surveys.
• 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.
• Implement a scalable process for onboarding new network members.
• Reduce the time and touchpoints required for onboarding.
• Own and deliver education and onboarding materials within the onboarding process.
• Collaborate with the broader SWOT team to implement tools and processes that increase share of wallet.
• Own and execute the network events strategy and plans, ensuring budget adherence.
• Create opportunities for community engagement both in-person and virtually.
• Own and deliver the network communication strategy.

Experience & Qualifications

• Experience in developing and executing strategies to improve customer satisfaction and drive growth in a B2B environment.
• Minimum of 3 years in a travel-related management role achieving growth and profitability targets.
• Extensive knowledge of the Travel Industry.
• Experience leading a multi-disciplinary support team, formulating, and executing strategic plans.
• Experience working with global and regional teams.

Work Perks - What’s in it for you

FCTG is renowned for its amazing perks and culture. We understand that our people are our most valuable asset. Our teams' passion and dedication keep us industry leaders. We offer great employee benefits and perks outside the norm.

• Flexible hybrid work structure combining remote and in-office work.
• A fun work environment centered around our core value of having fun.
• Reward & Recognition programs including Buzz Nights and the annual Global Gathering.
• Opportunities to use your skills, expertise, and tenacity.
• A passion for travel shared by our team.
• Focus on personal connections and relationships.
• Diversity, Equity & Inclusion initiatives, including paid cultural observance leave, Employee Resource Groups, DEI education, and inclusive recruitment practices.
• Career growth opportunities and support for professional and personal development.
• Corporate Social Responsibility programs supporting charities through volunteering and fundraising.
• Environmentally conscious office buildings, many LEED Gold certified.

Benefits Include

• Generous paid time off.
• Health & Wellness Programs and Employee Financial Wellness Services.
• Participation in national/international awards, conferences.
• Comprehensive group benefits: health, dental, vision, gender-affirming care, fertility care.
• Insurance coverage: life, AD&D, critical illness, long-term disability.
• Employee Assistance Program.
• RRSP / RPP with employer matching.
• Tuition Reimbursement.
• Employee Share Plan with company stock purchase options.
• Global career opportunities across our network of brands and businesses.

Apply now for one of the best adventures you’ll ever have.

Location – Toronto, Canada

Anticipated annual salary: $105,000, dependent on experience, location, and job requirements.

Our philosophy? Our people. We are committed to an inclusive, respectful, and equitable workplace, reflecting societal diversity. We support accessible recruitment and onboarding processes and welcome accommodation requests at any stage by contacting our Recruitment Team.