FCM Customer Implementation Manager – Remote, USA

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.

• Voted in the Top 20 Great Places to Work, we make it our priority to keep our people feeling their best — with fun perks, strong benefits, and a real commitment to providing a work/life balance. 
• We’re proud to have created an environment where our people can share their incredible passion for travel and global cultures while making sure every client receives top-notch service and the best experience possible. 
• As a company who places great value on equal opportunity, our goal is to make sure we continue to empower the careers, aspirations, and ambitions of our people. 

To learn more about FCM please click HERE

About The Opportunity

FCM is looking for a Customer Implementation Manager to join our team! You have strong travel knowledge and experience to 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.

Role Responsibilities:

• 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
• Implementation management to include but not be limited too, 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

Competency

Description

Persistence

• Meeting implementation deadlines and overcoming obstacles

Multi-tasking

• Co-ordinate multiple projects and focuses concurrently

Initiative

• Think outside the box, deliver exceptional customer service to our new clients throughout the implementation process

Team player

• Must respect individuals in the corporate team and work as part of that team. 

Qualifications:

• Minimum 2 years’ Implementation Manager or similar role
• A comprehensive understanding of implementation processes
• Online Booking Tool knowledge (Sabre, Amadeus, GDS, etc.)
• Proven success in previous roles

Work Perks! - What’s in it for you:

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.

• Enjoy the freedom and flexibility of a hybrid work structure that combines both remote and in-person work.
• 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 things out.
• Love for travel: We were founded by people who wanted to travel and want others to do the same. That passion is something you can’t miss in our people or service.
• Personal connections: We are a big business founded on personal relationships.
• Diversity, Equity & Inclusion
• Diversity Day: paid leave to observe holiday or cultural celebration of your choice Annual Charity Trip
• DEI education
• Commitment to fair practices such as regular equity assessments and inclusive recruitment protocols
• A career, not a job: We offer genuine opportunities for people to grow and evolve
• We back our people all the way: We are strongly committed to supporting every single employee in their professional and personal development.
• Giving Back: Proud Corporate Social Responsibility program supporting nominated charities through Workplace Giving, volunteering and fundraising
• Employee giving program
• Office Environmental Program
• 1 Volunteer Day per Calendar Year

Benefits Include:

• Generous remuneration structure
• Travel perks/discounts.
• Health & Wellness Programs and Employee Financial Wellness Services
• Generous paid time off policy 
• National/International Award Nights and Conferences
• Benefits including vision, medical, and dental
• Employee Assistance Program
• 401k program with partial match
• Employee Share Plan
• Global career opportunities in a network of brands and businesses

Location – Remote, USA

#LI-REMOTE

If this sounds like the opportunity you have been waiting for then APPLY NOW.

The role can be performed onsite, remote or on a hybrid schedule, in compliance with the Company’s Remote and Flexible Work Policy.

EXTERNAL POSTINGS ONLY - We thank all candidates for their interest; however, only those selected to continue in the process will be contacted.

INTERNAL ONLY - Before applying to any internal position you must have been with the company or your current role for a minimum of 6 - 12 months and notify your leader prior to applying.

Our number one philosophy? Our people. Flight Center Travel Group USA’s promise is to provide an environment with equality of respect, dignity and opportunity for all our employees. We value an inclusive and supportive workplace which truly reflects the diversity of our society.

We are an affirmative action and equal opportunity employer committed to providing a barrier-free pathway throughout our recruitment process. We welcome accommodation requests to help make our hiring and onboarding experience as accessible as possible. Please advise us about accommodation needs at any point by contacting our Recruitment Team at careers@us.flightcentre.com