Flight Centre - Head of Global CRM Technology

Overview  Flight Centre Travel Group (FCTG) is seeking a highly motivated and experienced Head of Global CRM Technology to join our team. Our Global CRM serves as the backbone of our corporate business – facilitating and reinforcing the strategies for sales, marketing, onboarding, customer success, operations, and support. We enable business processes that drive TTV growth, boost productivity & efficiency, and elevate customer satisfaction.

Our focus is on process modernization, technological innovation, and crafting AI-enabled solutions. Using the Salesforce platform as the foundation to these solutions, the ecosystem also includes other modern technology platforms (including Genesys, Gong, Conga, Zoom Info, Highspot, UiPath, Eloqua, Datadog).

Key Responsibilities   Establishing a culture of agility, collaboration and empowerment for our global team of technologists.
Co-design our CRM roadmap and recalibrate as our business needs evolve.
Provide regional leadership to resources across multiple pillars.
Delivering rapid, flexible, proactive and effective performance outcomes.
Collaborating closely with the global CRM leadership team to ensure appropriate planning, discovery and platform governance - aligned with the strategic targets and objectives of the business.
Having a deep understanding of the Salesforce platform, product offerings, navigating through their support process, and assisting with contracting to ensure we are maximizing our investment.
Core technology streams of responsibility include platform architecture, solution design, development, platform maintenance, level 3 user support, deployment, security, governance and quality control.
Working with business and operations leaders to rethink our operating model and underlying processes, use state-of-the-art technology including ML and generative & agentic AI with automation to modernize the solutions we build and how we build them.
Help cultivate a safe, inclusive, and accessible work environment for team members of all backgrounds including people who are racialized, have disabilities (invisible or visible), require faith accommodations, and/or are LGBTQ2+
Do your part to encourage an inclusive and accessible work environment for all Flighties, regardless of age, gender, disability, ethnicity, faith, and LGBTQ+ identity
Participate in maintaining an inclusive and accessible work environment for all Flighties, regardless of their identities and lived experiences
Help to foster an inclusive and accessible team environment for all Flighties, regardless of their identities and cultural backgrounds
Experience & Qualifications   Proven track record with 10 years in an engineering and software development environment including 3+ years in a leadership role.
Experience in creating, developing and leading a world-class technology team.
Successfully implemented, managed, and grown an enterprise grade CRM platform.
Ability to identify and realize long-term goals as well as to anticipate problems & issues, and effectively resolve them.
Understand how the combination business process management and technology enable strategic business goals.
Ability to engage and orchestrate resources across multiple locations and time zones to achieve the best possible outcomes.
Mastery of effective communication written and oral - internal or external customers.
Salesforce

Certifications:

Platform Administrator, Platform Administrator II, Platform Developer I, Platform App Builder, Service Cloud Consultant (or comparable experience)
Agile/Scrum certification is an asset.
Work Perks & Benefits   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.
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.
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, Employee Resource Groups, DEI education initiatives, and equitable practices.
A career, not a job:
Genuine opportunities for people to grow and evolve
We back our people all the way:
Commitment to supporting every employee in their professional and personal development.
Giving Back: CSR programs, volunteering, fundraising, and environmental initiatives with inclusive practices.
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…