Flight Centre Brand - Location Manager & Network Support - Yonge & Eglinton

Flight Centre•Ontario, ON

23d•CA$65,000 - CA$94,000•Onsite

About The Position

At Flight Centre Travel Group (FCTG), our journey began in 1973 with a single double-decker bus. Today, we’ve grown into a global travel powerhouse, headquartered in Brisbane, Australia, with a dynamic presence in 23 countries. As one of the world’s largest travel retailers and corporate travel managers, we’re not just experts – we are a passionate family of adventurers. We live and breathe travel, united by a mission to create unforgettable experiences and open up the world for those that want to see. We are looking for a passionate Location Manager for our Yonge & Eglinton location to elevate the team to new heights. If you’re driven by the challenge of leadership and inspired by the opportunity to guide a team of travel enthusiasts, join us and help lead our exciting journey forward. About the Role: As a Location Manager (LMNS), you’ll be the driving force behind the Yonge & Eglinton network, steering sales growth (TTV) and expanding our customer base. Leading a diverse team of travel consultants, both in-person and remote, you’ll inspire excellence and ensure every client’s travel dreams are brought to life. Your mission? To cultivate a high-performing team, deliver unparalleled service, and create unforgettable experiences for our customers.

Requirements

Minimum of 2 years leadership experience, with a proven ability to build and motivate high-performing teams.
Articulates messages clearly and concisely, utilizing various communication channels to engage and inform diverse audiences.
Manages and communicates change effectively, ensuring smooth transitions and maintaining team alignment.
Assesses business performance, identifies opportunities for improvement, and aligns strategies with organizational goals.
Comprehensive understanding of Flight Centre systems and processes, with a track record of achieving results.
Responds to changing demands, demonstrating resilience and problem-solving skills in a dynamic environment.
Builds cohesive teams by fostering collaboration and establishing a clear vision for success.
Resolves conflicts with appropriate strategies, ensuring a positive and productive work environment.
Acts professionally and impartially, representing the organization effectively in all forums and adhering to organizational processes.
Supports the development and management of staff, leading by example and contributing to their growth and success.

Responsibilities

Drive overall network performance to achieve sales targets by setting and monitoring goals for all employees. Conduct monthly and quarterly reviews of progress, providing regular coaching and development to boost sales productivity. Ensure effective lead management by matching the right enquiry with the right expert.
Oversee the customer experience across the network by regularly reviewing Customer Satisfaction Score (CSAT score) seeking direct feedback, analyzing consultant sales behaviors (call listening and chat reviews), and communicating customer experience expectations to the team. Address and resolve customer issues and complaints as the primary contact.
Coordinate employee schedules to ensure optimal staffing for customer needs at the retail Hub to balance customer demands and employee flexibility.
Manage the distribution of preferred products within the network. Set and track preferred product targets, ensure completion of product training, and collaborate with partners on community and customer events. Ensure adherence to One Best Way (OBW) systems and processes.
In partnership with the finance team, ensure compliance with financial procedures, including PCI standards, financial protocols, timely reconciliations, and proper handling of banking and credit card procedures.
Organize and host engaging community events involving local suppliers and employees. Foster strong relationships with the marketing team to understand and leverage campaigns, and promote Google reviews and ratings.
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

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