FCM - Client Implementation Manager - Remote Work

Location:

Canada

FCM takes a comprehensive approach to business travel and specializes in managing national and international travel programs for medium and large-sized enterprises.
Ranked among the five largest travel management companies in the world, FCM has a business network present in more than 97 countries, with global headquarters in London, Brisbane, Singapore and New York. Supported by the global strength of Flight Centre Travel Group (FCTG), FCM combines local expertise and international reach to deliver a truly personalized experience to its clients.
Founded in June 2004, FCM was named Best Travel Management Company in the World for eight consecutive years at the World Travel Awards.

About the Role

Join FCM as a Client Implementation Manager and play a key role in delivering a seamless onboarding experience to domestic and multinational clients. This position is at the heart of client success, ensuring that new clients are successfully implemented, effectively supported and positioned for a long-term partnership. You will collaborate with internal stakeholders and client teams, manage multiple implementation projects simultaneously and contribute to achieving exceptional results for clients.

If you enjoy working in a dynamic environment, coordinating projects and delivering a remarkable customer experience, this opportunity will allow you to make a tangible impact.

• Manage the implementation and integration of domestic and multinational clients in accordance with established implementation processes.
• Deliver superior quality customer experience throughout the lifecycle of each project.
• Coordinate and facilitate implementation meetings with internal and external stakeholders.
• Track timelines and ensure compliance with agreed-upon milestones for each implementation.
• Identify, communicate and elevate project-related risks by applying established risk management methodologies.
• Maintain accurate and up-to-date implementation documentation, statements of work (SOW) and project files.
• Proactively gather and validate information necessary for successful project completion.
• Support regional implementation projects for multinational clients as well as ongoing adoption of online tools.
• Monitor project progress and timelines using internal project management tools.
• Ensure compliance with implementation standards, systems, processes and best practices.
• Collaborate effectively with colleagues, managers and stakeholders to achieve implementation objectives.
• Support user acceptance testing (UAT) activities and ensure the accuracy of implementations.
• Contribute to continuous improvement through project reviews and customer feedback.
• Foster a safe, inclusive and accessible work environment where all Flighties feel welcomed, respected and supported in their success.
• Perform any other related task or responsibility assigned.
• Other Tasks and Responsibilities Assigned
• Contribute to a safe, inclusive and accessible work environment where all Flighties feel welcomed, respected and supported in order to thrive

• At least 2 years of experience within Flight Centre or 2 years of experience as an Implementation Manager or in a similar position.
• Excellent understanding of implementation processes.
• Demonstrated track record of success in previous roles.
• Strong project coordination and time management skills.
• Ability to manage multiple projects simultaneously.
• Excellent communication skills, both verbal and written.
• Strong business sense and excellent problem-solving abilities.
• Experience collaborating with clients and stakeholders at various organizational levels.
• Knowledge of online booking tools, an asset.
• Flexible approach and strong ability to adapt in a…