Flight Centre Brand - Area Leader - Vancouver, BC

Flight Centre•British Columbia, BC

5d•CA$90,000 - CA$110,000•Onsite

About The Position

The Area Leader is responsible for knowing and instilling the company’s philosophies and brand identity within their teams, ensuring that their people consistently deliver an exceptional travel experience to customers. They must understand the market, regional competitors, and market share, always seeking ways to enhance the customer experience. The Area Leader owns, drives, and enforces the deployment of strategies for the FCB brand while managing the change management process. They play a key role in the development and retention of their people through the use of FCTG Vehicles of Inspiration, clearly outlining a development path for all team members.

Requirements

8-10 years’ experience in travel.
Minimum 5 years’ experience in leading a high-performing area.
Proven track record in achieving targets.
Experience in team management, overseeing 28-30 direct reports.

Nice To Haves

Coaching and development experience advantageous.

Responsibilities

Provide consultants with customer databases to own and re-engage with, ideally segmented and targeted.
Provide basic training to prepare consultants for approaching and communicating with customers.
Establish a system to track customer contact and outcomes.
Conduct regular conference calls to coach and follow up.
Listen to calls.
Drive and discipline CSE (EAR).
Ensure shops are opened when our customers want them to be.
Ensure there are adequate staff to serve customers.
Manage escalated customer complaints.
Identify growth opportunities and work with Business Leaders to capture market share.
Engage with high-value customers.
Build metrics to support impacted customers.
Clearly communicate and engage people in brand strategy and story for the future.
Coach leaders on how to implement change.
Establish and communicate clear leadership expectations during hibernation.
Establish and communicate goals and/or milestones to achieve and celebrate.
Conduct regular remote one-on-ones with leaders and/or consultant clusters.
Find ways to establish strong community and culture despite geography.
Engage advocates in projects for engagement and expertise, e.g., Helio, Change projects, etc.
Implement a structured annual leave and people management plan, including flexibility.
Engage with staff in stand-down or remote models.
Keep leaders (ATL) on ice and engaged for hibernation businesses.
Appoint and develop leaders.
Hold Business Leaders accountable for KBDs—sales, refunds, credits.
Empower and influence Business Leaders to think and solve their own problems.
Communicate a compelling vision and direction.
Ensure Business Leaders understand and communicate the FCB roadmap.
Close, hibernate, or reawaken sites as needed.
Be actively involved in major projects to ensure effective deployment.
Other duties and tasks as assigned
Contribute to a safe, inclusive, and accessible work environment where all Flighties feel welcomed, respected, and supported to thrive

Benefits

Have fun
Reward & Recognition: Celebrate the success of yourself and others at our regular Buzz Nights and at the annual Global Gathering - You'll have to experience it to believe it!
Use your smarts: Our people use their quick thinking, expertise, and tenacity to always figure things out.
Love for travel: We were founded by people who wanted to travel and want others to do the same. That passion is something you can’t miss in our people or service.
Personal connections: We are a big business founded on personal relationships.
Diversity, Equity & Inclusion: Commitment to diversity, equity, and inclusion through initiatives like Diversity Day (paid leave to observe a holiday or cultural celebration of your choice) Employee Resource Groups (Racial Equity, Gender Equity, LGBTQ2IA+, Accessibility, Environmental Justice), DEI education initiatives, and equitable practices, including regular equity assessments and inclusive recruitment protocols.
A career, not a job: We offer genuine opportunities for people to grow and evolve
We back our people all the way: We are strongly committed to supporting every single employee in their professional and personal development.
Giving Back: Committed to making a difference through our Corporate Social Responsibility program, which supports nominated charities via volunteering and fundraising, our Office Environmental Program, LEED® Gold-certified office spaces, and 1 paid Volunteer Day per calendar year.
Generous paid time off policy
Travel perks/discounts
Health & Wellness Programs and Employee Financial Wellness Services
National/International Award Nights and Conferences
Group benefits including extended health care, dental and vision, gender affirming care, fertility care
Insurance including life, AD&D, critical illness, long term disability
Employee Assistance Program
RRSP/RPP with matching
Tuition Reimbursement Program
Employee Share Plan – Ability to purchase company stock on Australian Stock Exchange with partial company match, subject to terms and conditions
Global career opportunities in a network of brands and businesses