Envoyage - Member Success Manager - Toronto, Canada

Independents; Ontario; Hybrid; CAD 85,000; Full time

Job summary

A leading company in the travel industry seeks an Account Manager to enhance customer relationships and drive growth. This role involves strategic planning, project management, and collaboration with internal teams to deliver exceptional service. The ideal candidate will have extensive experience in account management within the travel sector and a passion for customer service.

Benefits

Flexible hybrid work

Recognition events

Career growth opportunities

Health & wellness programs

Paid time off

Qualifications

• Minimum of 3 years in account management.
• Extensive travel industry experience.
• Strong knowledge of FCTG systems.

Responsibilities

• Identify opportunities for value-added sales within the existing customer base.
• Drive customer commitment and growth by promoting product and service adoption.
• Manage and deliver key customer projects, communicating progress to stakeholders.

Skills

Strategic thinking

Presentation skills

Relationship building

Proficiency in Microsoft Office Suite

Job description

As a key member of the Envoyage Canada SWOT team, this role involves owning and nurturing relationships with customers, agents, and agencies to ensure network retention and growth.

The position is crucial for delivering Envoyage products and services effectively, maximizing commercial returns for FCTG. The strategic goal is to provide outstanding customer service, improve efficiencies, and adopt market-leading account management practices through technology and product offerings, fostering retention and growth across the network. This includes developing strategies for the entire agent and agency network and contributing to overall strategic planning.

Responsibilities

1. Identify opportunities for value-added sales within the existing customer base to promote business growth and profitability.
2. Ensure compliance with payment of overrides and fees as per agreements.
3. Seek growth opportunities, including leakage and additional product sales.
4. Drive customer commitment and growth by promoting product and service adoption across travel segments.
5. Maintain communication with customers at all levels, aligned with segmentation guidelines.
6. Build relationships with key customer stakeholders and the network to ensure open communication.
7. Collaborate internally within Envoyage and the wider Flight Centre Travel Group to achieve business outcomes for clients.
8. Implement strategies to retain and grow the network, including regular touchpoints aligned with segmentation and community plans.
9. Stay informed of travel trends and account management best practices to enhance customer delivery.
10. Keep customers updated on new products and services and promote their benefits.
11. Implement and promote products and services that enhance customer experience.
12. Develop and execute a customized Business Plan aligned with customer goals and measure its outcomes.
13. Review customer programs periodically, offering savings and efficiency improvements.
14. Articulate ROI on business plan outcomes and influence customer uptake of products and services.
15. Manage and deliver key customer projects, communicating progress to stakeholders and working with them to deliver statements of work, with a strong understanding of project management frameworks.

Skills and Capabilities

1. Contribute strategic ideas and participate proactively in business planning.
2. Possess advanced presentation skills to articulate product, service, and value propositions.
3. Proficient in Microsoft Office Suite.
4. Ability to build relationships at multiple levels within organizations.

Experience & Qualifications

1. Minimum of 3 years in account management.
2. Extensive travel industry experience.
3. Strong knowledge of FCTG systems.
4. Experience managing large agencies or national/multinational accounts.

Work Perks

FCTG offers a dynamic culture with numerous benefits, including flexible hybrid work, recognition events, travel passion, diversity initiatives, career growth opportunities, CSR programs, and environmentally conscious office spaces.

Benefits

• Paid time off, health & wellness programs, employee financial services, awards, insurance, retirement plans, tuition reimbursement, stock purchase plans, and global career opportunities.

Apply now for an exciting career opportunity in Toronto, Canada, with an annual salary of approximately $85,000 plus sales incentives. We are committed to an inclusive, accessible hiring process and welcome accommodation requests at any stage.