Job Description

*Join one of the world’s largest travel groups 

*Be supported every step of the way, strive for greatness, the world is open to you 

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. 

Strong leadership skills, world-class service, ability to adapt to change, flexibility, empathy, a cool calm and collected demeanour and patience will ensure you succeed in this role.  

Key Responsibilities: 
Advocate for our customer, take ownership of customer requests and ongoing customer communication
Seek to empower, educate and make things easier for our customers through an inquisitive and positive disposition
Weekly and monthly reporting of customer feedback, volume and key themes, and feed back to key stakeholders  
Work in unison with customer experience teams in other regions where Flight Centre operates to provide overlapping support on social platforms for a best in class customer experience 
Collaborate in a team of customer experience champions to provide the best possible customer experience with the brand across digital platforms 
Monitor and engage with our community across all brand’s social media platforms during business hours, including both positive and negative interactions, in brand tone of voice. You will always position FCTG as the travel experts 

Required Experience & Attributes: 

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.