Job Description

General Manager, FCTG Independent & Premium – Americas
The General Manager is responsible for the profit and growth of the Independent brands & The Premium businesses in The Americas region. This includes oversight of all independent contractor models within the region and the LDV Brand in Toronto.
Integral to the role is a powerful desire for growth and an ability to lead a new business acquisition team to gain market share within the Independent and Premium sector. The GM will be required to join high value sales pitches and clearly demonstrate the value of FCTG Independent Division’s offering, resulting in growth of the network. The GM must be constantly aware of the competitor landscape to seek opportunities to gain market share and mitigate potential loss of market share. Seeking out opportunities to grow the footprint of the Premium division, organically or via acquisition will be integral.
The role incorporates the management of all aspects of the business operations to deliver service excellence in support of the growing network resulting in maximised retention of the network and advisors. A commercially savvy thinker, the GM must possess a deep understanding of how their decisions impact overall profitability of the models and brands.
Building and facilitating relationships with suppliers and industry peers is key to the success of the GM role, as is attending external events and keeping abreast of the external travel agency market to ascertain where opportunities for growth or threats lie. GMs are responsible for fostering the FCTG values and philosophies within their region and are an integral part of driving the company culture and brand DNA. Their leadership capabilities build and nurture relationships to ultimately ensure cohesive team management. Shaping the work environment they lead, the GM is a key contributor to brand strategy formulation and spearheads the local effort to meet goals and requirements as directed by the President & Global MD – Independent & Premium Brands.
Primary Duties & Responsibilities
Works with key stakeholders internally and externally to deliver an outstanding & consistent experience to agencies within the network
Dedicated to building key relationships across our agent & agency customers
Drives team members to do the same and leads by example
Works with agents/agencies, suppliers and team members to identify opportunities and address operational issues and deliver a customer centric solutions and logical business outcomes
Creates and maintains an exceptional culture within their area in line with FCTG Philosophies
Demonstrates full ownership of all functions within their business to drive positive outcomes for our agencies and our business
Engages and collaborates with other businesses within FCTG including the Corporate Division, Technology, Supply, Travel Associates etc to look for opportunities to extend products and services from the wider FCTG group to the Independent Division to improve the offering
Demonstrates advanced knowledge of the internal & customer-facing technology systems
Represents FCTG at industry events and within industry peer groups
Ability to assess, troubleshoot and provide solutions to a varying range of scenarios
Strong knowledge of financial systems and processes
Highly competent in interpreting, updating and maintaining CRM data.
High level of proficiency in the Microsoft Office software suite
Manages multiple tasks effectively
Growth & Retention
Commercial mindset – understands key business drivers and implications
Superior presentation skills
Ability to expertly position the features and benefits of the FCTG Independent offering to prospective agencies
Ability to present options that drive compelling financial and operational value to deliver growth and profitability
Identifies opportunities for business improvement
Expert in reviewing, analysing and presenting data
Delivers a compelling customer experience to maximise the opportunity for retention and satisfaction
Strong negotiation skills
Excellent track record of effective and timely execution
Identifies opportunities for referrals
Superior knowledge of supplier deals and how they are structured and optimised
Drives and delivers on team business plan and KPIs.
Excellent organisational and team collaboration skills.
Delivers valuable insights and expertise on the industry
Development
Self-motivated and proactive
Trains, Mentors, inspires and motivates their team members to develop and achieve their desired brightness of future (BOF)
Open to learning and developing the skills required to succeed
Seeks feedback and continually looks to improve their leadership ability
Demonstrates superior knowledge of external competitor activity and market trends to deliver valued insights
Lives the FCTG philosophies
Sets targets and goals and strives to achieve these
Leadership
Leads by example, demonstrates the ability to model the way in terms of behaviour, performance and results
Demonstrates discipline via daily, weekly and monthly habits that drive personal and team success
Provides the business and team with clear plans and goals
Influences and persuades team members to achieve goals and positive outcomes
Coaches, trains, mentors and performance manages team members that are not performing
Creates a positive environment where people feel seen, heard and valued
Is an agile and behaviorally flexible leader
Communicates consistently, openly and honestly via two-way communication
Open to new ideas and approaches
Supports, develops and coaches team members
High EQ
Effective in conflict management and decision making
Demonstrates a solid financial and business acumen and commercial awareness as well as industry trends
Leads and inspires team members to follow FCTG philosophies
Ability to set and drive plans and goals, kept relevant and alive over a 12 month period, with quarterly revisits, as well as building longer term plans
Continually looks for areas of opportunity across the business to improve or create a new OBW
Experience and Qualifications
Minimum 5 years’ experience in a Senior Leadership role – preferred
Strong knowledge of FCTG Independent and Premium brands – preferred
Strong business and financial acumen – essential
Location – Toronto, Canada
If this sounds like the opportunity you have been waiting for and you would like to be part of our award winning culture then APPLY NOW.
This role can be performed onsite, remote or on a hybrid schedule, in compliance with the Company’s Remote and Flexible Work Policy.
We thank all candidates for their interest; however, only those selected to continue in the process will be contacted.
Our number one philosophy? Our people. Flight Centre Travel Group’s promise is to provide an environment with equality of respect, dignity and opportunity for all our employees. We value an inclusive and supportive workplace which truly reflects the diversity of our society.
We are committed to providing a barrier-free pathway throughout our recruitment process. We welcome accommodation requests to make our hiring and onboarding experience as accessible as possible. Please advise us about accommodation needs at any point by contacting our Recruitment Team at fccareers@flightcentre.ca