Flight Centre Area Leader - NSWACT

The Area Leader (AL) is responsible for knowing and instilling the companies philosophies, and what their brand stands for amongst their teams and people. In so doing ensuring that their people deliver an amazing travel experience to their customers all of the time. The AL needs to understand the market, the region's competitors and the market-share, always driving ways to better their customer experience. 

The AL needs to own, drive and discipline the deployment of strategies for the FCB brand and help manage the change management process.  

The AL is instrumental in the development and retention of their people through the use of the FCTG vehicles of inspiration, clearly articulating a development path for all team members. 

Primary duties and responsibilities 

Customer Retention 

• 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  

• Regular conference calls to coach and follow up  

• Listening to calls  

• Drive and discipline CSE (EAR)  

• Ensure shops are opened when our Customers want them to be  

• Ensure there is adequate staff to serve customers  

• Manage escalated customer complaints  

• Identify growth opportunities and work with TL’s to capture market share  

• Engage with high value customers  

• Build metrics to support impacted customers 

Retention & Engagement of our People 

• 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 / milestones to achieve and celebrate  

• Regular remote one on ones with leaders / 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  

• Structured annual leave and people management plan (including flexibility)  

• Engage with staff in stand down / remote models  

• Keep leaders (ATL's) on ice and engaged for hibernation businesses  

• Appoint and develop leaders  

• Hold TL’s to account over KBD’s - sales, refunds, credits  

• Empower and influence TL's to THINK and solve their own problems 

Change Management & Deployment  

• Communicate compelling vision/direction  

• Ensure TL’s understand and communicate FCB roadmap  

• Close, hibernate or reawaken sites  

• Involvement in major projects to deploy effectively 

Experience 

• 8-10 years’ experience in Travel 

• Min 5 years’ experience in leading a high performing area 

• Proven track record in achieving targets 

• Coaching and development experience advantageous 

• Team Management - the role will have 28-30 direct reports