Lead the future of member experience — driving seamless support, smarter solutions, and stronger connections across every stage of the journey.

About The Opportunity

You will lead a high-impact function that shapes the full member experience — from onboarding through to ongoing engagement — across Envoyage, Link Travel Group and Luxury Travel Collection. As Member Support Leader, you will drive scalable, cost-effective support while elevating member satisfaction and protecting the long-term profitability of the network. Spanning onboarding and implementation, member support, and community and events, you will become the day-to-day face and voice of our support structure — a consummate problem solver and relationship builder trusted right across the network. This is an exciting opportunity to lead innovation, including AI-enabled ways of working, and make a measurable impact on how members connect, grow and succeed. Reporting to the Director of Operations, Envoyage Australia, you will lead the team responsible for the day-to-day support of the member network.

Key Responsibilities

Leading the member support structure

- Lead, develop and coach the member support team, building capability and a high-performance culture
- Set the direction and priorities for the support function and align the team behind them
- Define, communicate and uphold support SLAs that reflect the needs of the member network
- Design and deliver scalable, low-cost operational processes that improve the member experience as the network grows
- Reduce friction across the member journey by identifying and removing the root causes of recurring issues
- Own resolution of escalated member support requests, with clear pathways and accountability

Leading the onboarding & implementation process

- Own end-to-end delivery of a high-quality onboarding and implementation experience for new members across Envoyage, Link Travel Group and Luxury Travel Collection
- Get new members fully operational — defined as first booking made — within an agreed timeframe
- Maintain a scalable onboarding model that flexes with network growth, keeping education and implementation materials current as products and tools evolve
- Continuously improve the onboarding experience using member feedback and operational data
- Partner with the broader Australia team to embed tools and capabilities that grow share of wallet from new members

Community engagement & events

- Own network events strategy and plans, including remaining on budget
- Create opportunities for community engagement, both in person and virtually
- Support our preferred product strategy through the events calendar
- Drive team engagement through events,



recognition and a strong internal culture connected to the member network

Communication, conflict & crisis management

- Own and deliver the network communication strategy across Envoyage, Link Travel Group and Luxury Travel Collection, ensuring members are informed, engaged and connected to the direction of the network
- Lead communication for member escalations, partnering with the support team to ensure consistent messaging through to resolution
- Manage conflict resolution across the network, using relationships and judgement to resolve disputes between members, suppliers and the business before they escalate
- Lead crisis communications for the member network, supported by FCTG, when geopolitical, natural, supplier or industry events arise — ensuring clear, timely and confident messaging that protects member trust
- Identify and mitigate communication-related risks proactively, with messaging that maintains transparency and protects the reputation of the network

Innovation, AI & the digital workforce

- Lead the identification and implementation of AI-enabled solutions that meaningfully improve the member service experience and reduce cost to serve
- Champion a culture of innovation within the team — actively seeking smarter, faster and more effective ways of working through the intelligent use of technology
- Manage a digital workforce — a team that works in active partnership with AI tools, automation and digital capabilities as a core part of how work gets done
- Build team capability and confidence in working alongside digital tools, ensuring the transition to AI-augmented ways of working is managed thoughtfully and with genuine care for people
- Measure and report on the impact of innovation initiatives

Experience & Qualifications

- Minimum 3 years' experience in a travel-related management role, delivering growth and profitability
- Demonstrated success improving customer satisfaction and driving growth in a B2B environment
- Proven people leadership, with experience coaching and developing teams
- Proven experience leading multi-disciplinary support teams and executing strategy and future direction
- Extensive knowledge of the travel industry
- Experience working with global and regional teams
- Experience using travel systems and a GDS (e.g. Tramada)
- Strong analytical capability with operational data and reporting




- Excellent communication, collaboration and relationship-building skills
- Advanced leadership, problem-solving and a customer-centric mindset
- Proficiency with MS Office, Salesforce, supplier portals and AI tools
- Desirable: tertiary qualification in business, tourism or management
- Desirable: leadership, coaching or management certifications
- Desirable: project or change management certification (e.g. PRINCE2, PROSCI)

What You'll Enjoy

- Culture: you will be employed by an inclusive company that offers a team culture like no other in the industry - Flight Centre Travel Group Australia is proud to be a certified Great Place To Work® Australia New Zealand Pty Ltd
- Our People: FCTG is an Equal Opportunity Employer and encourages all suitably qualified applicants to apply, including Aboriginal and Torres Strait Islander People and people from racial, ethnic, or ethno-religious minority groups and people with disability
- Development: Individualised Learning & Development pathway options
- Access to 'LinkedIn Learning' for ongoing skills development: over 24,500 courses in over 20 languages
- Exclusive Staff Discounts: Accessible via our employee-only portal with 350+ of Australia’s leading retailers, health and wellness discounts, financial planning advice, employee share plan and more
- Travel Discounts: Including family and friends — flights, hotels, tours, cruises, travel insurance and more
- 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, access to internal gym
- Mental Health: Support and Employee Assistance Program for staff and family
- Social: Regular awards nights, social team-building and industry events, with the chance to attend global conferences (Bangkok in 2026)
- Giving Back: Corporate Social Responsibility program supporting nominated charities through Workplace Giving, volunteering and fundraising; paid parental and volunteer leave
- 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
- Be part of a workplace committed to reconciliation through our Reconciliation Action Plan — we proudly support Aboriginal and Torres Strait Islander inclusion, cultural safety, and dedicated cultural leave

Envoyage empowers independent travel entrepreneurs with everything needed to fuel growth, success and achievement — skilfully led by an experienced international team.

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📌 Member Support Leader - Sydney, NSW (City of Sydney)
🏢 Flight Centre Travel Group
📍 City of Sydney