Director of Customer Success Consultants & Onboarding A world where tech and people work collectively to make corporate travel simpler, faster and easier.

Corporate Traveller is one of Flight Centre Travel Group’s (FCTG) most successful brands, globally. Our mission is to dominate the SME market, making the end-to-end travel experience faster, simpler and easier for our customers and to demonstrate ongoing value to decision-makers, travellers and bookers. We provide our customers with the perfect blend of personal, local service blended with our expert technology suite and the great choice and value which comes with being part of the FCTG family.

For decades, we’ve been helping go-getter businesses grow through travel.

Corporate Traveller has offices across a global network that spans Australia, Canada, USA, UK, South Africa and New Zealand. The brand has been part of the Flight Centre Travel Group for more than 26 years and is a key contributor to the ongoing strength of FCTG’s corporate travel division. Award winning, forward thinking and fun to work for – this is a business for people who love travel, are team players and customer service oriented.

To learn more about Corporate Traveller please click HERE

About The Opportunity

At Corporate Traveller, we're looking for a strategic and people-focused leader to own the customer journey from launch through long-term success. As Director of Customer Success Consultants & Onboarding, you will unite our Onboarding and Customer Success functions under one vision, creating a seamless client experience that drives retention, adoption, growth, and advocacy. Leading a national team responsible for more than 2,000 customer accounts, you'll shape strategy, coach leaders, drive operational excellence, and influence business outcomes across the organisation.

This is a high-impact leadership opportunity where your ability to build robust teams and deliver exceptional customer experiences will directly contribute to business success. Key Responsibilities

- Lead the Customer Success Consultants and Onboarding teams, establishing a unified strategy across the customer lifecycle.
- Drive customer retention and proactively reduce churn across the combined portfolio.
- Ensure clients achieve successful onboarding outcomes and strong programme adoption from day one.
- Own the onboarding-to-customer-success handoff process and continuously improve customer journey experiences.
- Develop and execute retention, adoption, and growth strategies across customer portfolios.
- Act as the senior escalation point for complex customer, launch, and operational issues.
- Partner with Regional General Managers and senior leaders to mitigate risk and improve business outcomes.
- Drive customer advocacy initiatives including referrals, case studies, references, and programme participation.
- Present performance insights, business reviews, and strategic recommendations to senior leadership.
- Lead national customer success and onboarding initiatives including engagement, adoption, and recovery programmes.
- Build visibility into customer portfolio health through data analysis and reporting.
- Coach, develop, and empower leaders and team members through structured performance management and career development.
- Lead hiring, onboarding, succession planning,



and talent development across the combined team.
- Foster collaboration across Sales, Operations, Marketing, Finance, Enablement, and leadership teams.
- Drive adoption of Corporate Traveller technologies and customer success tools.
- Champion change management initiatives and support organisational growth and transformation.
- Contribute to a safe, inclusive, and accessible work environment where all Flighties feel welcomed, respected, and supported to thrive.
- Other duties and tasks as assigned

- Contribute to a safe, inclusive, and accessible work environment where all Flighties feel welcomed, respected, and supported to thrive

Experience & Qualifications

- 6+ years' experience in Customer Success, Onboarding, or a related field.
- Previous people leadership experience within Customer Success, Onboarding, or a similar function.
- Previous experience leading Customer Success or Onboarding teams.
- Travel industry knowledge.
- Strong customer retention, customer experience, and programme adoption experience.
- Experience managing escalations and cross-functional stakeholder relationships.
- Strong strategic thinking and data-driven decision-making capabilities.
- Proven ability to coach, develop, and lead high-performing teams.
- Experience using Salesforce, Melon, Gong, Highspot, Outreach, Microsoft Suite, and Power BI.
- Excellent communication and relationship-building skills across multiple stakeholder levels.
- Experience leading teams through organisational change or integration preferred.
- Degree preferred.

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.
- Reward & Recognition: Celebrate the success of yourself and others at our regular Buzz Nights and at the annual Global Gathering - You'll have to experience it to believe it!
- Use your smarts: Our people use their quick thinking, expertise, and tenacity to always figure things out.
- Love for travel: We were founded by people who wanted to travel and want others to do the same. That passion is something you can’t miss in our people or service.
- Personal connections: We are a big business founded on personal relationships.
- Diversity, Equity & Inclusion: Commitment to diversity, equity, and inclusion through initiatives like Diversity Day (paid leave to observe a holiday or cultural celebration of your choice) Employee Resource Groups (Racial Equity, Gender Equity, LGBTQ2IA+, Accessibility, Environmental Justice), DEI education initiatives, and equitable practices, including regular equity assessments and inclusive recruitment protocols.




- A career, not a job: We offer genuine opportunities for people to grow and evolve
- We back our people all the way: We are strongly committed to supporting every single employee in their professional and personal development.
- Giving Back: Committed to making a difference through our Corporate Social Responsibility program, which supports nominated charities via volunteering and fundraising, our Office Environmental Program, LEED® Gold-certified office spaces, and 1 paid Volunteer Day per calendar year.

Benefits Include:

- Generous paid time off policy
- Travel perks/discounts
- Health & Wellness Programs and Employee Financial Wellness Services
- National/International Award Nights and Conferences
- Group benefits including extended health care, dental and vision, gender affirming care, fertility care
- Insurance including life, AD&D;, critical illness, long term disability
- Employee Assistance Program
- RRSP/RPP with matching
- Tuition Reimbursement Program
- Employee Share Plan – Ability to purchase company stock on Australian Stock Exchange with partial company match, subject to terms and conditions
- Global career opportunities in a network of brands and businesses

Location – Toronto, Canada

If this sounds like the opportunity you have been waiting for then APPLY NOW.

Have questions about this opportunity? Reach out to our recruitment team at [email protected] For this position, we anticipate offering an annual salary of $145,000. Base salary is dependent on relevant factors, including experience, geographic location, and job requirements

This posting reflects an active vacancy that we are currently seeking to fill.

As part of our recruitment process, we may use AI tools to assist in various stages, including the screening and assessment of applications. These tools support our evaluation of candidates based on role relevant qualifications, skills and experience. All decisions are made by our hiring team and stakeholders.

Before applying to any internal position you must have been with the company or your current role for a minimum of 6 - 12 months and notify your leader prior to applying.

Our number one philosophy? Our people. Flight Centre Travel Group’s promise is to provide an environment with equality of respect, dignity and opportunity for all our employees. We value an inclusive and supportive workplace which truly reflects the diversity of our society.

We are committed to providing a barrier-free pathway throughout our recruitment process. We welcome accommodation requests to make our hiring and onboarding experience as accessible as possible. Please advise us about accommodation needs at any point by contacting our Recruitment Team at [email protected]

? GBTA WINiT Top 50 Award Recipients (2018–2025)

? CHHR: 5-Star DE&I; Employer (2023, 2024, 2026)

? Seramount, FCTG Mexico: Member of the Global Inclusion Index (2023–2025)

? Newsweek: America’s Greatest Workplaces for Diversity (2024)

? Benefits Canada: Health/Wellness Program and Mental Health Program (2023, 2025)

✈️ OutThere Awards: Inclusive Travel Finalist (2025)

? Canadian HR Awards: Excellence in Diversity and Inclusion Awardee (2025)

? 2026 Disability Index®: World’s Top Disability Inclusive Business

📌 Corporate Traveller - Director of Customer Success Consultants & Onboarding - Toronto, ON (Ontario)
🏢 Flight Centre
📍 Ontario