Envoyage - Member Success Manager - Philadelphia, PA

Envoyage - Member Success Manager  

Envoyage Travel is an independent division of Flight Centre Travel Group (FCTG), focused on delivering bespoke travel experiences. Combining FCTG’s global expertise with a personalized touch, Envoyage creates tailored journeys that cater to the unique needs of discerning travelers worldwide. Whether it's luxury, adventure, or corporate travel, Envoyage is dedicated to crafting memorable experiences with exceptional service.

About the Opportunity

As a key member of the Envoyage USA SWOT team, the purpose of this role is to own and nurture relationships with our customers, the agents and agencies, resulting in the retention and growth of the network.

The role is pivotal to the growth of the Envoyage products and services to the network, maximizing commercial returns to FCTG. The strategic intent of this role is to deliver outstanding customer service, improved efficiencies, market-leading account management practices and use of technology and products & services, resulting in retention and growth across these agents and agencies.  The member success manager will hold a portfolio of key accounts while also working with the broader leadership team to build strategy across the entire network of agents and agencies in Envoyage.   

Responsibilities

• Identify opportunities for value-added sales into the existing customer base, resulting in business growth & increased profitability.
• Ensure overrides are paid and fees are charged per our agreement.
• Identify opportunities for growth, including leakage and other product opportunities.
• Drive customer commitment and growth, ensuring product and service uptake from air, hotel, car, rail, ground transport, and insurance.
• Communicate with customers at all levels, in line with Account Management segmentation guide.
• Identify and build relationships with key customer stakeholders.
• Build strong relationships with the network to ensure open communication.
• Build strong, collaborative internal relationships with other disciplines within Envoyage and the wider Flight Centre Travel Group to drive business outcomes for your customers.
• Deploy strategies that ensure retention and growth of the Network; include various touch points throughout the year in line with the segmentation plan and connection and community plan.
• Stay abreast of emerging trends in travel and account management practices to ensure customer delivery is at the forefront.
• Keep customers informed of the latest products & services.
• Be an expert in selling the benefits of all product & service opportunities.
• Implement products & services that enhance the customer experience.
• Implement a customized Business Plan that aligns with customer goals.
• Measure and deliver on business plan outcomes.
• Complete periodic and annual reviews of customer programs and offer savings/efficiency improvements in partnership with the customer.
• Clearly articulate ROI on business plan outcomes.
• Challenge and influence customer uptake of our products and services.
• Manage, influence, and deliver key customer projects.
• Communicate to key stakeholders on key project deliverables.
• Work with stakeholders to deliver statement of works.
• Excellent understanding of project management framework.
• Integrate business goals into project scope deliverables.

Skills and Capabilities

• Provide critical input and ideas toward the strategic direction of the business and participate proactively and positively in business planning.
• Advanced presentation skills, including articulating knowledge about products, services, and value proposition to prospective customers and the existing network.
• Proficient in Microsoft Office Suite (Word, Excel, PowerPoint).
• Demonstrated ability to build Multi Level Relationships.

Experience & Qualifications:

• 3 years account management experience.
• Strong travel industry experience.
• Strong technical knowledge of FCTG systems.
• Experience in managing large agencies or national and multinational accounts.

Work Perks! - What’s in it for you:

FCTG is renowned internationally for having amazing perks and an even better culture.  We understand that our people are our most valuable asset. It is the passion and dedication of our teams that keep the company on top of the industry ladder. It’s also why we offer some great employee benefits and perks outside of the norm.

• Have fun: At the heart of everything we do at Flight Centre is a desire to have fun.