Job Description

About the Opportunity
This Customer Optimisation Manager role is responsible for the optimisation and implementation for existing Corporate Traveller and Flight Centre Business Travel customers.
Ensuring customers are provided with the very best technology experience and solution that aligns with their business outcomes.
The role requires strong communication and people skills, as they will be required to develop good working relationships with customers and multiple internal stakeholders.
 
Primary Responsibilities
Consultancy
Takes responsibility for understanding customer requirements, collecting data, delivering analysis and problem resolution
Identifies, evaluates, and recommends options
Collaborates with, and facilitates stakeholder groups, as part of formal or informal consultancy agreements
Seeks to fully address customer needs, enhancing the capabilities and effectiveness of customer personnel, by ensuring that proposed solutions are properly understood and appropriately exploited
Specialist Advice
Maintains knowledge of customer system configuration, provides detailed advice regarding their application, and executes implementation tasks
Provides detailed and specific advice and makes recommendations on customers technical configuration, products & services, and process improvement
Collaborates with other specialists, where appropriate, to ensure advice given is appropriate to the needs of the customer
Project Management
Defines, documents, and carries out implementation projects, alone or with team members, actively participating in all phases
Identifies, assesses, and manages risks to the success of the project
Agrees project approach with stakeholders, and prepares realistic plans (including quality, risk, and communications plans) and tracks activities against the project schedule, managing customer involvement as appropriate
Monitors timescales and resources used and acts where these deviate from agreed tolerances
Ensures that implementation projects are formally closed and, where appropriate, subsequently reviewed, and that lessons learned are recorded
Handle multiple projects effectively while continuing to deliver exceptional quality
Customer Engagement
Lead customer optimisation meetings – both internal and external
Conduct customer training
Consultancy and project management, as listed above
Configuration & Implementation
Re-configure/re-implement existing customers
Implement customer on required technology
Troubleshoot and solutions problems
 
Key Stakeholders
Customers
Operational team (Business Leaders and Travel Managers)
Business Development Manager, Key Customer Success Manager and Customer
Success Manager
SME Implementation & Optimisation Team
Broader Customer Success and Corporate Technology Teams
 
What You Will Need
Experience in Serko, Lumina, AgentPort and Sabre
Ability to manage conflicting priorities while meeting customer expectations
Experience dealing with difficult or high-pressure situations / negotiation skills
A detailed knowledge of the corporate businesses and how they relate to Flight Centre Travel Group as a whole
Ability to lead workshops and meetings
Experience in the development of business cases, presentations, strategic plans, and technology roadmaps
Professional and respectful in dealing with customers
Ability to build trust in relationships
Excellent analytical and problem-solving skills
Degree qualifications in relevant discipline – highly desirable
Travel industry experience an added advantage
 
About the Benefits
Work with Australia’s largest travel retailer
Global career opportunities in a network of brands in more than 20 countries
We embrace a hybrid workplace, with work from home and office options available
Travel discounts on flights, hotels and insurance for you, your family and friends
Thrive in a diverse and inclusive environment
Discounted financial and health services
Access to our internal 24/7 gym 
Find our full list of benefits here: https://www.fctgcareers.com/why-work-with-us/benefits-in-each-country/australia