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Key Customer Success Manager

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Flight Centre Brand

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Location:
Australia , South Bank

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Category:
Customer Service

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Contract Type:
Not provided

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Salary:

97375.00 - 116850.00 AUD / Year
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Job Responsibility:

  • Identify opportunities for value added sales into existing customer base
  • Ensure fees are charged as per our CT agreement
  • Identify opportunities and strategies to drive turnover and revenue growth
  • Drive customer compliance and growth with directly procured products and services from CT, air, hotel, car, rail, ground transport, insurance and VIP Services
  • Conduct regular profit and loss reviews of customers
  • Work with national, regional, global CT teams to optimise contract opportunities
  • Ensure agreed customer deliverables are being met
  • High level understanding of customer commercial opportunities to maximise revenue
  • Communicate with customer at all levels
  • Engage with internal stakeholders including operations, finance and support to deliver value to customer
  • Monthly touch points with operational team
  • Conduct yearly R.S.V.P Assessment
  • Regular communication with other CT stakeholders as required
  • Identify and build relationships with key customer stakeholders
  • Build strategic customer relationships to develop business opportunities and to influence change
  • Connect senior executives of customer with key senior stakeholders at CT and FCTG
  • Build and maintain relationships with C-Suite
  • Keep customer informed of latest CT products and services
  • Be an expert in selling the benefits of all product and service opportunities
  • Quarterly recommendations of innovation into customer program
  • Implement products & services that enhance customer programs
  • Provide recommendations to customers on strategic direction of program in respect to booking, payment settlement and compliance benchmarked to like customers
  • Detailed innovation roadmap for all customers
  • Engage with senior FCTG tech leaders to help drive technology innovation within program
  • Develop strong internal and external business relationships
  • Influence customer to change to deliver value to customer program
  • Uphold FCTG Values and Philosophies
  • Work with operational teams to drive outstanding service delivery to the customer
  • Develop strong narratives to implement ROI and change
  • Provide deep insights to customer programs that deliver enhanced value
  • Customised technical configuration for all technical products
  • Ensure technical configurations are optimised
  • Keep customer informed of latest CT technical products
  • Utilise CRM systems (Salesforce) to leverage customer communications and document activities
  • Engage SME to manage and deliver key customer projects
  • Work with senior technology leaders to deliver outcomes to customer
  • Create automated schedule of analytics/reporting for customers
  • Analyse customer data and trends and deliver opportunities through analysis
  • Utilisation of strong narrative to connect analytics to customer benefit
  • Use and selling of benchmark data products to customers
  • Develop compelling recommendations and solutions that align with the clients’ business goals and requirements
  • Implement a highly customised and focused business plan template that aligns with customer goals
  • Measure and deliver on business plan outcomes
  • Complete annual review of customer program and offer savings/efficiency improvements
  • Conduct yearly Vision/Planning/Goals sessions with customer
  • Use of program performance scorecard to measure value
  • Implementation of CT de-risk strategy to retain customer
  • Clearly articulate ROI on business plan outcomes
  • Challenge and influence customer to take up program recommendations
  • Conduct a yearly full program review with customer
  • 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 and deliverables

Requirements:

  • Min 3 years extensive customer success/account management, ideally in the Travel & Tourism industry
  • Experience in managing large and complex customers
  • Ability to clearly articulate knowledge about products, services and value proposition to customers
  • Demonstrated ability to build multi-level relationships
  • Corporate B2B service experience
What we offer:
  • Incentives
  • Super
  • Inclusive company culture
  • Great Place To Work certified
  • Equal Opportunity Employer
  • Individualised Learning & Development pathway options
  • Access to LinkedIn Learning
  • Exclusive Staff Discounts
  • Travel Discounts
  • Career opportunities across global brands
  • Corporate Health Discounts with BUPA
  • Access to internal gym at FCTG HQ
  • Mental Health Support and Employee Assistance Program
  • Regular awards nights, social team-building and industry events
  • Opportunity to attend global conferences (Bangkok in 2026)
  • Corporate Social Responsibility program
  • Paid parental and volunteer leave
  • Sustainability efforts

Additional Information:

Job Posted:
May 14, 2026

Employment Type:
Fulltime
Work Type:
On-site work
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