Social Media Manager- South Bank Brisbane

• Join one of the world’s largest travel groups

Flight Centre Travel Groups purpose is to open up the world for those who want to see, and with travel well and truly back, we’re looking for a passionate, positive individual to help bring that experience to life for our customers.

About the Opportunity

We are on the hunt for a Social Media Manager to join our dynamic Global Customer Care team. As travel is once again booming, Flight Centre is focused on providing our customers with the best possible travel experience, from planning through booking, navigating disruptions, sharing the joy or travel and returning home safely. This is an exciting opportunity for a customer-focused individual to join our vibrant, global company to help customers enjoy the best possible experience with our brand.

The Social Media Manager is the custodian of the company’s CX across our digital platforms, including social media, review sites and webchat. The purpose of this role is to work collaboratively within a global team of customer experience experts, ensuring that our customers are at all times placed at the heart of our business. This role is the voice of Flight Centre on our social media and review platforms, engaging, reacting and commenting in a manner which is consistent with our brand voice.

This opportunity is perfect for someone with solid experience in a customer relations or social media role, who can own the digital customer experience, and be a leading voice in a team of customer experience experts. You need to clearly articulate and demonstrate a passion to serve in every interaction with our customers, as well as showcase your expertise, skill, intuitive nature and desire to provide extraordinary service during every touchpoint of the customer journey.

The Australian team primarily focuses on Flight Centre’s Australian social media and review sites, while working with other regions to provide outside business hours support for their customers. In this role you will work closely with the customer care teams in other regions to provide a best in class CX for all customers around the globe.

• Technical aptitude: ability to work in Microsoft Office and CRM tools such as Sprinklr
• Sound understanding and knowledge of retail travel, wholesale travel & airline industries
• Outstanding customer service skills (demonstrated to both internal and external customers)
• Ability to grasp company tools and systems, embrace and lead company one best way process
• Minimum of two years proven experience in a customer recovery or customer service role or Social Media
• Strong time management skills, ability to multi-task on multiple cases/tickets, and prioritise time-sensitive matters
• Strong analytical skills with the ability to collect, organize, analyse, and disseminate significant amounts of information with very high attention to detail and accuracy
• Excellent written and oral communication skills, and ability to communicate professionally & effectively with all stakeholders, on all levels
• Experience working with Facebook, Twitter and Instagram, plus an understanding of Trustpilot, Product Reviews and NPS based platforms

Desirable Experience & Skills:

• Retail and/or wholesale travel sales experience
• Thorough knowledge of Flight Centre store systems is an asset
• Experience in an inbound call centre or direct customer relations is ideal
• Leading a team of people, managing competing priorities and personalities
• Working knowledge & understanding of social media & digital marketing channels are an asset

Let’s get to the good part.....

• Paid Parental Leave
• Salary on offer: $75k Plus Super
• Access to ongoing training- Individualised Learning & Development pathway options
• Exclusive retail discounts - accessible via our employee-only portal with 350+ of Australia’s leading retailers
• Travel discounts including family and friends, health and wellness discounts, financial planning advise and more
• Flexibility- Open to a discussion about flexibility & what it means to you. (60/40 WFH / Hybrid or Remote for the right candidate). Flexibility to join occasional calls outside of work hours to support other Flight Centre regions. Flex time is provided for any after hours requirements
• Brightness of future - career opportunities in a network of brands and businesses across the globe- we promote from within
• Corporate health discounts - access exclusive discounts on health insurance plans for you and your family with our partner, BUPA.
• Social team building events and the opportunity to qualify for Global Gathering (Las Vegas 2022 & Bali 2023)
• Sustainability - The protection of our environment is essential to the future of tourism, as a leading travel group, we have made efforts to affect positive change to the environment, visit our CSR Page.
• Situated in Flight Centre’s HQ, one of Brisbane’s most desirable corporate headquarters complete with rooftop dining and drinks, an onsite 24/7 gym, direct access to South Bank train and busway stations and the South Bank precinct just across the road, we offer perks and company culture that are second to none.

Across our brand, we take our business seriously but not ourselves. We take leaps of faith, have trust in our teams and work collaboratively and take ownership of our business to achieve our goals. Our spirit of egalitarianism, irreverence and ownership defines the way we behave. These are the three shared values that we place above all others. They help us make informed decisions and solidify our company culture. That’s the FCTG Way.

Sound like a good fit for you? Apply now.