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FCM is one of the world’s largest travel management companies and a trusted partner for nationals and multinational companies. With a 24/7 reach in 97 countries, FCM’s flexible technology anticipates and solves client needs, supported by experts who provide in-depth local knowledge and duty of care as part of the ultimate personalised business travel experience. As part of the ASX-listed Flight Centre Travel Group, FCM delivers the best market-wide rates, unique added-value benefits, and exclusive solutions. A leader in the travel tech space, FCM has proprietary client solutions. FCM provides specialist services via FCM Consulting and FCM Meetings & Events.

About The Opportunity 

The Customer Implementation Manager (CIM) is responsible for leading critical client projects on a national and regional level. The CIM will own the project and manage the coordination between the client, internal FCM stakeholders (Account Manager, BDM, Operations, IT Team) and 3rd party suppliers. The CIM would also oversee all the inbound multinational client implementations lead from the Global team.

The success criteria for this role is to deliver new client implementations successfully in scope, commercially viable, within budget and on-time so that client expectations are met. This role will be responsible to adhering to standard processes. The candidate will be based in our Malaysia office and report to the Head of Client Implementation Asia.

Key duties & responsibilities:

• Manage all phases of client implementation projects for national, regional and global clients, from initial internal kick-off meeting, regular implementation meetings, implementation mid-plan to end plan, testing period, go-live and post implementation.
• Create, maintain and own implementation project plans in Wrike (PM tool).
• Ensure that communication channels are well established with all the projects' stakeholders (internal & external).
• Manage and communicate scope change, timelines and quality, in agreement with client and FCM key stakeholders.
• Escalate and mitigate issues within a client implementation.
• Identify precise deliverables and milestones related to the project as well as any issues that can delay the implementation process.
• Ensure commitments and timelines are met and that resources are adequate (quantity and skills).
• Coordinate testing of technology, systems and other 3rd party products (UAT).
• Follow-up outstanding items; ensure the deployment, training, and post-implementation support transition plans are followed by the Account Management/Operations/IT teams accordingly.
• Transition knowledge gained through implementation lessons learned back to IT and support teams.
• Guide all key stakeholders (internal and external) on their roles and responsibilities in the project.

As the recognized expert on implementations, the CIM will be expected to be able to work collaboratively with all key stakeholders and departments involved in client implementations internally and externally (Account Management, Sales, Operations, IT, Key Stakeholders on clients’ end).

We’d love to hear from you if you have...

• 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.
• Project management skills such as being well-organized and having good time management skills.
• 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 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
• Fluent in Business English, both written and oral
• Strong in Microsoft Word, Excel, and PowerPoint

Are you ready to elevate your career in travel management? Apply with FCM today!

FCM Asia 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! We work in a team work environment where we maintain a favourable working relationship with co-workers in all departments to foster a culture of trust and mutual respect.

By joining the 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.