Existing Customer Migration Manager

FCM takes a holistic approach to corporate travel, specializing in managing national and global travel programs for medium and large businesses.

Ranked as one of the world’s top five travel management companies, it has a business network in over 97 countries and global headquarters in London, Brisbane, Singapore and New York. Backed by the global strength of Flight Centre Travel Group (FCTG), FCM combines local expertise and global experience to provide clients with a truly bespoke experience.

Established in June 2004, FCM has been named World's Best Travel Management Company for eight years running at the World Travel Awards.

Join FCM's Onboarding team and play a pivotal role in transforming the customer experience through strategic booking tool migrations. As the Existing Customer Migration Manager, you'll own end-to-end migration projects, combining project leadership with hands-on technical implementation to help customers successfully transition from partner online booking tools to FCM Booking. This highly visible role offers the opportunity to work independently, influence process improvements, and directly impact client satisfaction, retention, and operational success across North America.

If you thrive managing complex projects while solving technical challenges, this role offers meaningful impact and career growth.

• Independently manage the full migration lifecycle from project kick-off through go-live and post-migration support.
• Build, maintain, and manage migration timelines and project status within project management tools such as Wrike.
• Identify, communicate, and elevate project risks using the DEFCON risk methodology.
• Coordinate migration documentation, including Source of Truth documents, migration plans, UAT documentation, and sign-offs.
• Partner with Account Managers to ensure effective communication and customer engagement throughout the migration process.
• Successfully manage multiple concurrent migration projects while prioritizing competing demands.
• Lead the technical migration of customer configurations, profiles, and policy settings from partner OBTs to FCM Booking.
• Troubleshoot data, integration, and configuration issues using knowledge of web services and XML.
• Facilitate and support user acceptance testing and customer training activities.
• Stay current on FCM Booking enhancements and partner OBT functionality to proactively address migration impacts.
• Identify and implement opportunities to improve efficiency, automation, and scalability within migration processes.
• Deliver a seamless and low-disruption migration experience for existing customers.
• Gather customer feedback and contribute to continuous improvement of migration methodologies and documentation.
• Collaborate across implementation, technology, onboarding, training, and account management teams to ensure successful outcomes.
• Contribute to a safe, inclusive, and accessible work environment where all Flighties feel welcomed, respected, and supported to thrive.
• Other duties and tasks as assigned

• Minimum 2 years of experience as an Implementation Manager, Technical Implementation Manager, or similar role.
• Direct experience implementing or supporting FCM Booking and/or online booking tools such as Concur, Deem, or Cytric.
• Strong understanding of implementation and migration processes, including risk management and timeline management.
• Basic understanding of web services and XML for troubleshooting integrations and technical issues.
• Proven ability to work autonomously and manage multiple projects with minimal supervision.
• Excellent verbal and written communication skills with experience engaging stakeholders and customers.
• Experien…