FCM - Senior Account Manager - Chicago

FCM - Senior Account Manager - Chicago, USA

Job no: 530609-B

Brand: FCM

Work type: Full time

Location: Illinois

Categories: Sales and Customer Service

Senior Account 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.

As a Senior Account Manager at FCM, you will own and lead high‑value national, regional, and multinational customer relationships. This role is central to driving customer profitability, retention, and growth through best‑in‑market travel programmes. You will act as a strategic partner to complex, high‑touch clients, shaping programmes that deliver efficiency, savings, and outstanding service. Working closely with internal commercial and operational teams, you will influence outcomes at every level, including C‑suite stakeholders.

• Own and manage strategic customer relationships across national, regional, and multinational programmes
• Develop and execute customer business plans aligned to contractual timelines and programme objectives
• Drive customer profitability, retention, and growth through data‑led insights and commercial strategies
• Lead Quarterly Business Insight Reviews (QBIRs), presenting progress, milestones, industry trends, and user sentiment
• Identify and action commercial upsell and ancillary service opportunities
• Partner with internal teams to gain full visibility of customer profitability and programme performance
• Support and oversee programme implementations within account management scope
• Provide industry expertise and guidance to customer Travel and Procurement Managers
• Interpret programme data and make informed recommendations to improve outcomes
• Drive policy compliance, data and programme consolidation, savings mechanisms, traveller satisfaction, and duty of care
• Manage communications across customer organisations and FCM, including senior leadership and C‑suite stakeholders
• Manage multinational regions, applying knowledge of international markets and local nuances
• Guide customers on complex, end‑to‑end travel programme requirements related to TMC services
• Contribute to a safe, inclusive, and accessible work environment where all Flighties feel welcomed, respected, and supported to thrive

• Minimum 5 years’ experience at a senior account management level
• Proven experience managing complex and/or multinational customer programmes
• Strong business acumen with the ability to understand and leverage customer profitability
• Advanced skills in analytics, data interpretation, and insight‑led recommendations
• Demonstrated selling, negotiation, and commercial conversation skills
• Strong relationship‑building skills with cultural awareness across diverse markets
• Ability to communicate effectively across multiple management levels, including C‑suite
• Experience leading programme objectives, change initiatives, and organisational alignment
• Strong time management, communication, storytelling, and presentation skills
• Solid travel industry knowledge
• Working proficiency in MS Excel, Word, Outlook, Teams, Power BI, Salesforce, and Live Preso

• 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,…