FCM - Customer Implementation Manager

Customer Implementation 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.

Job no:
529091-B
Brand: FCM
Work type: Full time
Location: Texas
Categories: Operations and Logistics, Digital and Technology

To implement and support National and Multi‑National customers for FCM. As part of this job role you will be implementing clients following our standard Implementation processes, supporting on calls, monitoring the time management of the implementation and raising any potential risks that could affect the project.

You will also be responsible for liaising on MNC implementations for your region and supporting those clients on their online tools. You need to be a confident multi‑tasker, be pro‑active as well as a team player with a sound understanding of the implementation process and our systems.

• Deliver consistently excellent experience to customers, both internal and external on each project
• Confident in communicating both internally with colleagues and externally with clients to drive the implementation process
• Clearly identify risk items in line with our DEFCON methodology and ensure leadership have visibility for appropriate action/mitigation
• Implementation management to include but not be limited to calls, documentation, Statement of Work and time management
• Proactive nature in obtaining all information required for the project
• Work to agreed / target timelines and ensure projects continue to progress
• Manage timelines and project status of these clients via our internal project management tool
• Consistently follows the One Best Way systems, processes and minimum standards as defined and agreed on by the global Implementation leadership team
• Able to confidently manage any project stakeholders and ensure adherence to FCM implementation standards

• Meeting implementation deadlines and overcoming obstacles
• Co‑ordinate multiple projects and focuses concurrently
• Think outside the box, deliver exceptional customer service to our new clients throughout the implementation process
• Must respect individuals in the corporate team and work as part of that team.
• Minimum 2 years’ experience at Flight Centre or 2 years’ Implementation Manager or similar role for external candidates.
• A comprehensive understanding of implementation processes
• Online Booking Tool knowledge
• Proven success in previous roles
• Able to communicate effectively both verbally and in writing to customers and staff in all areas and at all levels of the company.
• Understand business decisions and seek solutions to challenges as they arise.
• Motivated and focused to achieve individual, team and company goals
• Occasional travel may be required
• Adaptable due to working with the Business changing priorities
• Ad‑hoc duties may be required which require flexibility with working hours and place of work due to Company growth plans

• 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.
• 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 – You'll have to experience it to believe it!
• Use your smarts: Our people use their quick thinking, expertise, and tenacity to always figure…