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 Chance 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 opportunity to attend global conferences (Bangkok in ****)
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 (New South Wales)
🏢 Flight Centre Travel Group
📍 New South Wales