Member Support Leader - Sydney, NSW

You will lead a high-impact function that shapes the full member experience - from onboarding through to ongoing engagement - across Envoyage, Link Travel Group and Luxury Travel Collection. As Member Support Leader, you will drive scalable, cost-effective support while elevating member satisfaction and protecting the long-term profitability of the network.

Spanning onboarding and implementation, member support, and community and events, you will become the day-to-day face and voice of our support structure - a consummate problem solver and relationship builder trusted right across the network. This is an exciting opportunity to lead innovation, including AI-enabled ways of working, and make a measurable impact on how members connect, grow and succeed.

Reporting to the Director of Operations, Envoyage Australia, you will lead the team responsible for the day-to-day support of the member network.

Leading the member support structure

• Lead, develop and coach the member support team, building capability and a high-performance culture

• Set the direction and priorities for the support function and align the team behind them

• Define, communicate and uphold support SLAs that reflect the needs of the member network

• Design and deliver scalable, low-cost operational processes that improve the member experience as the network grows

• Reduce friction across the member journey by identifying and removing the root causes of recurring issues

• Own resolution of escalated member support requests, with clear pathways and accountability

Leading the onboarding & implementation process

• Own end-to-end delivery of a high-quality onboarding and implementation experience for new members across Envoyage, Link Travel Group and Luxury Travel Collection

• Get new members fully operational - defined as first booking made - within an agreed timeframe

• Maintain a scalable onboarding model that flexes with network growth, keeping education and implementation materials current as products and tools evolve

• Continuously improve the onboarding experience using member feedback and operational data

• Partner with the broader Australia team to embed tools and capabilities that grow share of wallet from new members

Community engagement & events

• Own network events strategy and plans, including remaining on budget

• Create opportunities for community engagement, both in person and virtually

• Support our preferred product strategy through the events calendar

• Drive team engagement through events, recognition and a strong internal culture connected to the member network

Communication, conflict & crisis management

• Own and deliver the network communication strategy across Envoyage, Link Travel Group and Luxury Travel Collection, ensuring members are informed, engaged and connected to the direction of the network

• Lead communication for member escalations, partnering with the support team to ensure consistent messaging through to resolution

• Manage conflict resolution across the network, using relationships and judgement to resolve disputes between members, suppliers and the business before they escalate

• Lead crisis communications for the member network, supported by FCTG, when geopolitical, natural, supplier or industry events arise - ensuring clear, timely and confident messaging that protects member trust

• Identify and mitigate communication-related risks proactively, with messaging that maintains transparency and protects the reputation of the network

Innovation, AI & the digital workforce

• Lead the identification and implementation of AI-enabled solutions that meaningfully improve the member service experience and reduce cost to serve

• Champion a culture of innovation within the team - actively seeking smarter, faster and more effective ways of working through the intelligent use of technology

• Manage a digital workforce - a team that works in active partnership with AI tools, automation and digital capabilities as a core part of how work gets done

• Build team capability and confidence in working alongside digital tools, ensuring the transition to AI-augmented ways of working is managed thoughtfully and with genuine care for people

• Measure and report on the impact of innovation initiatives

FCTG is an Equal Opportunity Employer and encourages all suitably qualified applicants to apply, including Aboriginal and Torres Strait Islander People and people from racial, ethnic or ethno-religious minority groups and people with disability.

Envoyage empowers independent travel entrepreneurs with everything needed to fuel growth, success and achievement - skilfully led by an experienced international team.