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FCM Travel Managers – Project/Specialist Role (International) | Perth

  • Western Australia, WA, Australia
  • FCM
  • Full time

FCM Travel Manager – Project/Specialist Role 

* 3 Positions on offer

* Hours: 8am – 11pm, Monday – Sunday (roster shifts)

* Location: Customer/Clients office 95% - FCM office 5%

The Travel Manager (TM) is the face of FCM to our customer base. Travel Managers have a customer centric mindset, positive attitude and are a team player. Strong communication and relationship building skills are key to ensure the retention and growth of customers. A Travel Manager is an expert in the booking and management of a travel program and displays a high level of knowledge across all elements of travel. Embodying all elements of our FCM DNA, the Travel Manager is results-driven and delivers through customer engagement, proactivity and attention to detail.

Primary duties and responsibilities: 

  • Knowledge of the brand, USPs and FCM DNA
  • Identifies opportunities for continuous improvement
  • Work closely with the customer on a specialist business entity/project
  • Work as an FCM ‘implant’ team member within the customers business
  • Strong competency in planning and booking large international groups
  • Expert on how to position the features and benefits of the FCM product suite
  • Delivers an exceptional customer experience across all customers interactions
  • Develops multi-level relationships with both internal and external customers
  • 95% international travel - expert in international transit conditions and Visa requirements
  • Proficient in written and verbal communication, including active listening and phone manner
  • Excellent knowledge of supplier deals and how they are structured and optimised for customers
  • Maintain operational excellence/systems to maximise the opportunity for retention, growth and a superior customer experience

Operational & Technical:

  • Consistent use of Activity Log
  • Manage multiple tasks effectively
  • Service customers of absent colleagues
  • Understands FCTG financial systems and processes
  • Supports and delivers on team business plan and KPIs
  • Understands internal & customer-facing technology systems
  • High level of proficiency in the applications and systems used
  • Take ownership of one or more directorships within the team
  • Consistent awareness of CSAT & NPS Customer scores - own and teams
  • Maintains operational standards & an exceptional customer experience by driving operational excellence
  • Expert in all corporate travel product knowledge that delivers the best outcome for the customer & FCM
  • Adhere to team min standards relating to rosters, crystal reports, Qs, email and phone management
  • Monitor the financial performance of own accounts, ensuring margin maintenance/growth

Competencies Required

  • Brand Ambassador
  • Results Focused/Driven 
  • Portfolio Value Management 
  • Technical Knowledge & Expertise
  • Builds, Develops & Inspires Team
  • Building Relationships - internal/external
  • Acumen - Commercial, Business Industry
  • Leads by Example (Attitude, Actions, Results) 
  • Sets, Drives & Measures Vision, Plans & Goals
  • Effective Communication - verbal/written/tone 

Experience & Education:

  • Travel Certificate Recommended
  • Significant international experience
  • Minimum 5 years in the travel industry
  • Previous experience in customer facing role(s) 
  • Strong knowledge of transition conditions and visa requirements
  • Experience in planning and booking large, complex international groups
  • Experience working in Oil and Gas, Resource sector who have worked on big campaigns

If you would like to join a diverse, inclusive, dynamic, driven, fun and professional group of experienced Travel Managers, then APPLY TODAY!

Closing date: Aug 13, 2021

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