At Flight Centre Travel Group (FCTG) our purpose is to 'open up the world for those who want to see'. Every day, we give people all around the world the opportunity to experience something amazing – travel!
As the Senior Platform Lead your role is designed to ensure the efficient and effective execution and adoption of the global CRM system across sales and service functions and align with the strategic objectives of multiple brands and businesses. You will support key functions with technical expertise, drive outcome-based delivery and contribute to achieving overall business goals.
If you are a subject matter expert (SME) and enjoy guiding both internal teams and customers through onboarding, support, and optimisation of technology solutions, fostering confidence, trust, and loyalty while driving scalability and innovation, we encourage you to apply! This position requires strong leadership across teams to enhance productivity, maintain high standards, and drive continuous improvements in processes and outcomes.
Day to day:
- Provide SME-level CRM leadership, aligning platform capabilities with business objectives
- Act as the voice of the customer to ensure end user needs and feedback inform product roadmaps
- Oversee platform configurations and integrations, ensuring optimal performance and reliability
- Collaborate cross-functionally (Product, Engineering, UX, QA) to drive continuous improvements and user adoption
- Develop and maintain governance around system administration, licensing, and budget adherence
- Champion best practices to ensure consistent, compliant, and effective use of the CRM platform
You'll be perfect for the role if you have:
- Proven experience (5+ years) in CRM management, implementation, and driving user adoption
- A track record of delivering solutions in complex environments (travel industry experience a plus)
- Strong vendor management skills and familiarity with project or software development lifecycles
- Excellent communication and stakeholder engagement abilities, both verbal and written
- A collaborative mindset with a knack for problem-solving and adapting to change
- A proactive, self-motivated approach with strong organizational skills and attention to detail
What you will 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
🎉Development: Individualised, ongoing Learning & Development via communities of practice. Dedicated time to learn, share and collaborate skills, interests and goals, as well as contribute your own expertise and insights of others.
⭐Innovation Days where you have the opportunity to create, collaborate, and bring innovative concepts to life!
🧑💻Dedicated Engineering Days, often hosted by technology partners off-site, where staff have an opportunity to increase knowledge and skills, and test out new and exciting technologies.
🔧Access to learning tools such as Udemy for ongoing technical skills development
♀️Women in PM&E group - this comprehensive program aims to foster gender diversity and empower and support women in their pursuit of successful careers in technology. It encompasses a variety of initiatives, workshops, mentorship opportunities, and networking events.
🏆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 (Los Angeles in 2025)
🙏🏼 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
Irreverence. Ownership. Egalitarianism.
