What makes a company culture truly iconic?
In this captivating episode of Inspiring Conversations, Carole Cooper sits down with Melanie Waters-Ryan, the former COO of Flight Centre Travel Group, to uncover the secret sauce behind one of the most unique corporate cultures in the world.Over 36 years at Flight Centre, Melanie saw firsthand how the company’s quintessentially Australian values of egalitarianism, irreverence, and ownership created an environment where people thrived, innovations flourished, and challenges—like 9/11 and COVID-19—were met with resilience.
A Culture That Stands Out
Flight Centre’s culture, Melanie explained, is “quintessentially Australian.” She described it as a combination of egalitarianism, irreverence, and ownership, which created an environment where “everyone is as important as each other.” For Melanie, irreverence was a defining trait, allowing employees to challenge the status quo in a fun and constructive way.
Ownership, however, was where the culture truly shone. Employees were encouraged to treat the business as their own. Melanie noted, “We made money out of sweat,” emphasizing the hard work and personal investment employees brought to the table. She pointed to the company’s Business Ownership Scheme, which allowed employees to share in the profits of their divisions, as a concrete example of how Flight Centre empowered its people.
Culture in Action: Weathering Challenges
Melanie spoke candidly about the external challenges Flight Centre faced over the years, from 9/11 to COVID-19. “COVID was the ultimate challenge,” she admitted, describing how the pandemic forced the company to make “horrible decisions” like cutting three-quarters of the workforce. Despite these hardships, the culture became a uniting force. “Everyone just pulled together in some sort of sense of momentum,” she said. “It wasn’t a cult, but it was a movement.”
Melanie also credited the company’s situational leadership approach, which allowed individuals to step up during crises. “Skroo [the company’s founder] was the quiet leader in the room, and I was the bossy, organized one,” she said, laughing. “We all had our roles, and that’s what helped us survive.”
The Flip Side of a Strong Culture
While culture was a major strength, Melanie also acknowledged its potential pitfalls. She described instances where the sense of ownership went too far, leading to territorialism. “You can’t tell me what to do, stay out of my area,” she mimicked, reflecting on the challenges of implementing change as Transformation Officer. “You have to balance ownership with humility and curiosity.”
Melanie shared a lesson for leaders: “You have to watch the underbelly of those really great things. Ownership can make your business soar, but without vulnerability and openness, it can also create resistance to change.”
Lessons for Leaders and Businesses
Melanie’s reflections on leadership tied closely to the culture at Flight Centre. She stressed the importance of starting with culture when improving a business. “Culture is an absolute business differentiator,” she said. “It’s not money or assets. It’s the intangible glue that holds everything together.”
She encouraged leaders to embrace paradoxes, like balancing “big inspirational ideas” with grassroots action. “Think small to grow big,” she said repeatedly, explaining how humility and focus on micro-level improvements often lead to broader success.
Melanie’s stories are a powerful reminder of the role culture plays in a business’s success. Whether it’s fostering ownership, navigating crises, or managing change, Flight Centre’s experience shows how a strong, lived culture can inspire innovation, resilience, and unity. As Melanie put it, “I feel fortunate and privileged to have been part of something so unique. It’s taught me that culture isn’t just something you talk about—it’s the engine that drives everything.”
There’s more to the story!
This is just an excerpt from our wonderful interview. Listen to the full interview below or excitingly now on Spotify!
And you can connect with Melanie via LinkedIn
If you enjoyed this interview, you won't want to miss what's coming next.
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