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Customer Implementation Manager

  • Hong Kong, Central & Western
  • Kuala Lumpur, Malaysia, Selangor, Malaysia
  • Singapore
  • FCM
  • Full time

About the role

We have an immediate opening for Customer Implementation Manager (CIM) to join our expanding Implementation Team.

As a Customer Implementation Manager, you will be required to task to manage and lead critical clients’ projects on a national and regional level. This is achieved through attending first internal briefing with new clients to create a blueprint document and project timeline which will be agreed upon on with the various internal and external stakeholder and establishing a go-live date. It will include owning the project and manage the coordination between the client, internal FCM stakeholders (Account Manager, Sales Manager, Operations, IT Team) and 3rd party suppliers. The CIM would also oversee all the inbound multinational client implementations lead from the Global team.

With extensive experience in project management, you will make sure that all stakeholders across all business are aware what their role, deliverables and involvement are in the projects. You will then seek to maintain open communications on project updates to both internal and external stakeholders through regular meetings and ensure adequate follow up and list of take-away action items from various parties involved. This includes any anticipated escalated issue that may arise during the implementation phase.

You will ensure that client’s settings are tested on a regular basis prior to go-live by running user-acceptance test (UAT) working alongside with the operations and IT team. You will also ensure that all parties are aware and prepared for the actual go-live date towards the late stage of the project. Debriefing Account Managers after go-live will keep them abreast of any open action items that need to be incorporated in clients’ business plan as well as a platform to gather clients’ feedback and implementation review on the workflow.


To become part of the FCM family, you'll need:

  • Minimum 3 years of corporate account management experience with implementation experience as an added advantage in a Travel Management Company environment
  • Solid knowledge & experience of the industry, the various technology (GDS, OBT) as well as corporate travel operations with extensive experience in project management on a regional and global level.
  • Ability to multi-task and communicate with different stakeholders of all levels and ability to cope with competing & short-term demands, establish priorities and deliver to fixed dates.
  • Be a solution oriented and anticipate issues and challenges and seek to find suitable solutions to resolve them.
  • A great communicator, multi-tasker and planner to deliver seamless and smooth implementation experience for all internal and external stakeholders

FCM is an Equal Opportunity Employer searching for talented, driven people who have a desire to build a rewarding career in a company that loves to celebrate your success!

By joining the FCM team, you'll discover first-hand why we're recognised around the world as an outstanding employer.  In addition, our company founder strongly believes the success of our business relies on the success of our people.

If you understand the value of the customer and have what it takes to proactively deliver exceptional service, then consider FCM Travel Solutions and take your travel career to the next level!

Interested?  Apply today to explore this amazing opportunity!

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