Scott Dunn - Head of Sales & Guest Experiences - New York, NY

About Flight Centre Flight Centre Travel Group (FCTG) is one of the world’s largest travel companies, employing 12,000 like-minded individuals – known as ‘Flighties’. Our story dates to 1973, when founder Graham Turner (aka “Skroo") and friend Geoff “Spy” Lomas buy a double-decker bus and take off on their first tour around Spain, Portugal and Morrocco, 3 years later forming the first business, Top Deck. After flight deregulations in the 80s our first retail "Flight Centre" stores opened in Australia in 1982, London in 1984, and NZ in 1987. 1987 was also the year we held our first “Global Gathering” awards event celebrating our amazing people, a tradition that continues to this day. And in 2025 we launched our very first loyalty program, World360 Rewards! Our Australian customers now able to earn and redeem points across Flight Centre, Travel Associates, and Cruiseabout. We’re in our 40s now and a lot has changed! With global headquarters in Brisbane, Australia, our company owned leisure and corporate travel businesses span three major regions: APAC, The Americas and EMEA. Our flagship corporate travel management brand, FCM, extends our reach even further through a network covering over 100 countries via both company-owned operations and independent licensees. With 30 brands across our global footprint, our team spans from customer-facing to internal support roles. The opportunities just as diverse – from a Travel Consultant at Flight Centre or Envoyage, to a Machine Learning Scientist in one of our tech pillars. Together, we live and breathe our number one philosophy, Our People, driven by our purpose ‘To open up the world for those who want to see’. Our values are simple and powerful - Ownership, Egalitarianism and Irreverence. We support our people with opportunities to help you thrive, connect, give, move and be rewarded. Our people have access to a suite of curated benefits to ensure holistic wellbeing – from mental and physical health to financial freedom.

Flight Centre

FlightsHotelsRailToursCruisesGift CardsCar HireTravel InsuranceHoliday Packagesand Luxury Travel

F

fctgcareers.com

10,001+ employees

Travel Arrangements

South Brisbane, Queensland

Public Company

146k LinkedIn followers

• Scott Dunn, part of Flight Centre Travel Group (FCTG), is a luxury travel
• operator dedicated to creating unforgettable, tailor-made vacations for our
• guests. With a global presence and a passion for crafting exceptional
• experiences, we specialize in curating personalized journeys to the world’s most
• beautiful destinations.
• Founded in 1986, Scott Dunn has earned a reputation for delivering impeccable
• service, insider knowledge, and unique travel insights, setting the benchmark
• for luxury travel.
• Our team of experts shares a deep love for travel and a commitment to exceeding
• guest expectations. From luxury ski chalets in the Alps to private safari lodges
• in Africa, Scott Dunn ensures every detail is taken care of, allowing our guests
• to fully immerse themselves in the adventure of a lifetime.
• To learn more about Scott Dunn, please click HERE
• [https://www.scottdunn.com/us/about]
• Lead, coach, and inspire Sales Team Managers to create a culture of sales
• excellence and exceptional guest service.
• Drive performance against sales budgets, revenue goals, productivity targets,
• conversion metrics, and service KPIs.
• Develop and execute long-term business plans aligned with company vision,
• budgets, and performance objectives.
• Partner with sales, service, product, loyalty, and operations leaders to
• deliver a seamless guest experience.
• Ensure guest understanding and personalized discovery processes remain
• central to every customer interaction.
• Drive commercial performance through strategic promotion of preferred
• properties, offers, and supplier programs.
• Continuously analyze sales performance, profitability, productivity, and
• conversion opportunities.
• Provide data-driven insights and recommendations on market trends and
• business opportunities.
• Develop initiatives to strengthen trading performance, including weekend
• sales strategies.
• Identify and implement process improvements and efficiencies to increase
• productivity and booking volumes.
• Create an agile, fast-paced environment that prioritizes speed to market and
• responsiveness to guest needs.
• Oversee and enhance booking processes to improve conversion rates and guest
• satisfaction.
• Lead daily, weekly, and ongoing communication rhythms with management teams
• to ensure alignment and execution.
• Monitor performance against targets and provide regular reporting for
• leadership and board-level stakeholders.
• Support workforce planning, recruitment, scheduling, absence management, and
• resource allocation.
• Lead performance management activities including coaching, training, KPI
• management, and development reviews.
• Ensure effective administration of bookings, documentation, payments, and
• manifests.
• Maximize the use of commercial offers and promotions while maintaining
• excellent guest satisfaction.
• Monitor market trends and competitor activity and share insights with product
• leadership teams.
• Support managers in resolving guest concerns, complaints, and escalations
• effectively.
• Ensure emergency response and crisis management processes are maintained and
• effective.
• Enable teams to contribute to and execute sales and service strategies.
• Partner with product leadership on annual familiarization trip planning,
• budget management, and destination expertise development.
• Perform additional duties as reasonably required by leadership.
• Contribute to a safe, inclusive, and accessible work environment where all
• Flighties feel welcomed, respected, and supported to thrive

• Proven leadership experience managing sales leaders, managers, or large sales
• teams.
• Strong experience driving sales performance, productivity, conversion, and
• customer experience outcomes.
• Demonstrated success developing and executing business plans and commercial
• strategies.
• Experience analyzing sales data, KPIs, budgets, and profitability metrics to
• inform decision-making.
• Ability to coach, mentor, and develop high-performing leaders and teams.
• Strong stakeholder management and cross-functional collaboration experience.
• Experience managing recruitment, workforce planning, and performance
• management processes.
• Excellent communication, presentation, and influencing skills.
• Strong commercial acumen with the ability to identify and maximize sales
• opportunities.
• Experience handling guest escalations and service recovery situations.
• Ability to thrive in a fast-paced, agile, customer-focused environment.
• Travel, hospitality, leisure, or customer experience industry experience
• preferred.
• FCTG is renowned internationally for having amazing perks and an even better
• culture.  We understand that our people are our most valuable asset. It is the
• passion and dedication of our teams that keep the company on top of the industry
• ladder. It’s also why we offer some great employee benefits and perks outside of
• the norm.
• Reward & Recognition: Celebrate the success of yourself and others at our
• regular Buzz Nights and at the annual Global Gathering - You'll have to
• experience it to believe it!
• 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. That passion is something you can’t miss in our people
• or service.
• 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 (paid leave to observe a holiday or
• cultural celebration of your choice) Employee Resource Groups (Racial Equity,
• education initiatives, and equitable practices, including regular equity
• assessments and inclusive recruitment protocols.
• A career, not a job: We offer genuine opportunities for people to grow and
• evolve
• We back our people all the way: We are strongly committed to supporting every
• single employee in their professional and personal development.
• Giving Back: Our Corporate Social Responsibility program supports nominated
• charities through volunteering and fundraising, complemented by our Office
• Environmental Program, LEED® Gold-certified office spaces, and 1 paid
• Volunteer Day per calendar year.

• Paid Time Off: A comprehensive time off package, including up to 15 vacation
• days (prorated upon hire and increasing to 20 days after 2 years of
• employment), 5 sick days, 3 personal days, 1 Diversity Day, 1 Volunteer Day,
• and 9 recognized holidays annually.
• Travel perks/discounts
• Health & Wellness Programs and Employee Financial Wellness Services
• National/International Award Nights and Conferences
• Health benefits including, medical, dental, vision, gender affirming care,
• and fertility care
• Insurance including hospital indemnity, AD&D, critical illness, long-term and
• short-term disability
• Flexible Spending Accounts
• Employee Assistance Program
• 401k program with partial match
• Employee Share Plan – Ability to purchase company stock on Australian Stock
• Exchange with partial company match, subject to terms and conditions
• Global career opportunities in a network of brands and businesses
• Vacation, Personal, and Sick time accrual rates will vary based on full-time or
• part-time employee status. Recognized Holidays are either paid time off or, if
• required to work due to job requirements, holiday pay rate, and may vary
• depending on state.
• If this sounds like the opportunity you have been waiting for then APPLY NOW.
• For this position, we anticipate offering an annual salary of $130,000. Base
• salary is dependent on relevant factors, including experience, geographic
• location, and job requirements.
• As part of our recruitment process, we may use AI tools to assist in various
• stages, including the screening and assessment of applications. These tools
• support our evaluation of candidates based on role relevant qualifications,
• skills and experience. All decisions are made by our hiring team and
• stakeholders.
• We thank all candidates for their interest; however, only those selected to
• continue in the process will be contacted.
• Our number one philosophy? Our people. Flight Centre Travel Group USA’s promise
• is to provide an environment with equality of respect, dignity and opportunity
• for all our employees. We value an inclusive and supportive workplace which
• truly reflects the diversity of our society.
• GBTA WINiT Top 50 Award Recipients (2018–2025)
• CHHR: 5-Star DE&I Employer (2023, 2024, 2026)
• Seramount, FCTG Mexico: Member of the Global Inclusion Index (2023–2025)
• Benefits Canada: Health/Wellness Program and Mental Health Program (2023,
• 2025)