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Community Experience Manager

3 months ago

Brisbane, Queensland, Australia Flight Centre Full time

Job no: 518578MH

Brand:
Flight Centre

Work type:
Full time

Location:
Queensland

Categories:
Operations & Professional Services, Marketing, Web, Creative & UX

Hello, Hej, 你好
, Salut

Flight Centre Travel Group (FCTG) are looking for a
Community Experience Manager to join the team The Community Experience Manager is the custodiam of the company's customer experience across our digital platforms, including social media, review sites and webchat. The purpose of this role is lead a team of customer experience experts, ensuring that our customers are at all times placed at the heart of our business. This team 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.

A day in the life...

  • Lead a small team 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.
  • Respond to and escalate customer feedback, questions and complaints in a timely manner on community management platform, and identify potential risk or threat to our business and flag this to key stakeholders.
  • Advocate for our customer, take ownership of customer requests and ongoing customer communication.
  • Engage and collaborate with internal and external stakeholders to ensure a fair, impartial and wellrounded outcome.
  • 24hour turnaround time where possible is nonnegotiable.
  • Seek to empower, educate and make things easier for our customers through an inquisitive and positive disposition.
  • Add value to every interaction by asserting your position as the Customer Experience Social Expert.
  • Weekly and monthly reporting of customer feedback, volume and key themes, and feed back to key stakeholders.
  • Reporting of agent SLAs to ensure minimum customer service requirements upheld.
  • Work in unison with customer experience teams in other regions where Flight Centre operates to provide overlapping support on social platforms for a bestinclass customer experience.

Who you are...

  • Minimum of two years proven experience in a customer recovery or customer service role.
  • Experience in an inbound call center or direct customer relations is ideal.
  • Experience working with social platforms, plus an understanding of Trustpilot, Product Reviews Chatbot, Help Centre's and NPS based platform.

What's in it for you...

  • Tick destinations off your bucket list with our discounts on travel and accommodation.
  • Employee Share Scheme through EquatePlus.
  • Access to inhouse financial and health services, internal 24/7 gym and EndofTrip Facility.
  • Receive ongoing training and professional development through the Flight Centre Landing.
  • Excellent hybrid working model.
  • Preference for internal progression through Brightness of Future: Employees have the right to see a clear pathway to achieving career ambitions.
  • Global career opportunities in a network of brands and businesses at your fingertips.
  • Proud Corporate Social Responsibility platform through the Flight Centre Foundation, and Brighter Futures programs.
  • Opportunity to attend global awards events.
  • Various social events to promote networking, the celebration of wins, and sometimes just for fun (Global Gathering Portugal).

We value you...


Flight Centre Travel Group is committed to creating an inclusive and diverse workplace that supports your unique identity to create better, safer experiences for everyone.

We encourage you to _come as you are; _to foster inclusivity and collaboration. We celebrate you.

Who we are...
Since our beginning, our vision has always been to _open up the world for those who want to see._


As a global travel retailer, our people come from all different backgrounds, and our connections spread to the far reaches of the globe - 20+ countries and counting Together, we are a _family _(we call ourselves _Flighties_).

We offer genuine opportunities for people to grow and evolve.

We embrace new experiences, we celebrate the wins, seize all opportunities, and empower all of our people to find their
Brightness of Future.


We encourage you to
DREAM BIG through collaboration and innovation, and make sure you are supported to make incredible ideas a reality.

Together, we deliver quality, innovative solutions that delight our customers and achieve our strategic priorities.

Irreverence. Ownership. Egalitarianism.
LI-LR1