Flight Centre - Head of Global CRM Technology Job Toronto area,Ontario Canada,IT/Tech

Head of Global CRM Technology

Flight Centre Travel Group (FCTG) is one of the world’s largest travel retailers and corporate travel managers. The company, which is headquartered in Brisbane, Australia has company-owned leisure and corporate travel business in countries, spanning Australia, New Zealand, the Americas, Europe, the United Kingdom, South Africa, the United Arab Emirates and Asia. FCTG also operates a global corporate travel management network, which extends to more than countries through company-owned businesses and independent licensees.

The company opened its first leisure travel shop in Sydney, Australia in 2 and listed on the Australian Securities Exchange in 5. 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 really amazing – travel!

About The Opportunity

Flight Centre Travel Group 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).

The Head of Global CRM Technology is responsible for managing our world class CRM technology team. The successful applicant will combine in-depth business understanding and hands-on technical know-how to drive our CRM strategy while enabling new business capabilities that will allow our corporate brands to attract new customers and retain and excite our existing customers.

We are looking for a people-focused leader who will engage their team of technologists across multiple geographies and time zones, helping shape a period of major business and technology transformation.

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 years in an engineering and software development environment including 3+ years in…


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