Job Search

Head of CRM - Boston, MA

Apply now Job no: 508664
Brand: Flight Centre Travel Group
Work type: Full time
Location: Massachusetts
Categories: Marketing, Web, Creative & UX, Leisure Travel & Retail, Information & Technology

Head of CRM | Flight Centre Travel Group


We are looking for a Global Head of CRM. The position will play a critical role in driving meaningful long-term customer engagement for FCTG’s global leisure portfolio of businesses. The role will oversee strategic direction for the tools and technology that support the implementation and execution of the customer relationship marketing strategy. The new leader will bring together subject matter experts from our various teams around the world into a centre of excellence model delivering high standards and output for the group.


You will audit strategies and setup in each market and business, then work to set best practices and optimize both performance and structure of resources globally. You will work closely with various brand, product, and technology leaders, as well as regional marketing leaders. You will also partner with marketing leaders and product management teams to rationalize and consolidate Martech vendors used across our businesses.


As Head of CRM, you will drive the constant innovation and performance of Flight Centre Travel Group’s customer retention technologies and best practices across all customer channels in order to guarantee the achievement of the business’s goals.


Responsibilities include:

  • Lead strategy for how marketing value is derived from CRM and marketing automation platforms and what role they play in the customer journey
  • Lead strategy for marketing value stream working with product management teams on roadmap for CRM development
  • Lead projects to review and rationalize systems in place and distill requirements for consolidated platforms
  • Develop and oversee migration and implementation plans and train local resources on new platforms where relevant
  • Audit marketing automation functions and practices globally, distilling and elevating best practices and redeploying in each market
  • Develop technical plans to support and deliver upon customer segmentation and loyalty strategies
  • Identify, evaluate and prioritize potential strategic growth opportunities in customer database
  • Partner with brand marketing, technology, and analytics teams to analyze business and marketing data to identify key drivers, mechanics and associated dependencies for driving conversion, retention and cross-sell
  • Create compelling recommendations for feature development or changes through data-backed analyses and user insights
  • Review and rationalize agency relationships, determining where optimal to bring resource in-house and where to leverage agencies to succeed
  • Build and deliver KPI reports to stakeholders
  • Mentor, coach, and develop regional email and marketing automation marketing resources to elevate capability and standards
  • Partner with in-house brand and creative teams as well as external agencies for creative and content development as needed



  • Bachelor's degree or equivalent
  • 7+ years experience in digital marketing with an emphasis on customer relationship management, marketing automation and retention
  • Deep understanding of the CRM and marketing automation vendor landscape
  • Experience running RFP processes and platform migrations
  • Experience working with and scaling multiple enterprise platforms required (Adobe, Salesforce, etc.)
  • Must possess proven well-developed ability to assess trends, competitor actions and technological advances in lifecycle marketing and services
  • Actively seek knowledge and learnings on the latest innovations and opportunities impacting the overall marketing landscape
  • Well-spoken and demonstrated ability to present recommendations and business cases to senior leadership
  • Position requires flexibility in hours for calls with overseas teams


What FCTG USA can offer you:

    • Strengths based culture
    • Fun and flexible work environment
    • Relaxed dress attire
    • Global career opportunities in a network of brands and businesses
    • Ongoing training and professional development
    • In-house travel planner to book discounted hotel & air
    • National/International Award Nights
    • Diversity & Inclusion initiatives
    • Benefits including vision, medical, and dental after one full month of employment
    • 401K program
    • Generous paid-time off policy 
    • Free and confidential access to our in-house financial advisor (401K, Stock Plan)
    • Life Insurance, Short/Long-Term Disability, Employee Assistance Program, Health Advocate and MD Live
    • Proud Corporate Social Responsibility platform through the Flight Centre Foundation and Brighter Futures program supporting nominated charities through Workplace Giving, Volunteering and Fundraising.
      • Employee giving program
        Annual Charity Trip
        Office Environmental Program
        1 Volunteer Day per Calendar Year



About Flight Centre:

Flight Centre Travel Group has grown to become one of the world’s largest travel agency groups since its founding in 1982. Headquartered in Brisbane, Australia, the company has more than 30 brands in its portfolio, 18 office locations across the U.S., 3,000 locations worldwide and employs more than 19,000 people.


Visa Sponsorship: Employment eligibility to work with Flight Centre Travel Group in the USA is required as the company will not pursue visa sponsorship for this position.


Location:  Boston, MA


Applications close:

Back to search results Apply now

Share this:

| More
Already an applicant and want to update your preferences?
Change your details below.
Keen to skip the queue?
Sign up for alerts so you can be first to know when a new opportunity is posted.