Director, Account Management - Chicago, IL
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.
To learn more about FCM please click HERE
About The Opportunity
The Head of Account Management Americas is the business discipline and strategic leader responsible for driving client retention, profitability and outstanding customer onboarding experience whilst ensuring FCM delivers a best-in-class Account Management & Onboarding experience that consistently adds value to clients travel programs and grows FCM commercial outcomes. The primary objectives are to lead and develop your team, inspire people to outperform and thrive, drive customer retention, optimize commercial opportunity, improve FCM net margin, provide a seamless, automated and efficient onboarding experience that benefit both the customer program and FCM. The Head of Account Management Americas is a key member of the FCM Americas SWOT and also part of the Global Account Management SWOT working to develop and execute a bold and innovative transformational Account Management and Onboarding strategy. The role is responsible for all aspects of the FCM Account Management offering across the Americas region, ensuring clearly identified targets, minimum performance standards and KPIs are achieved whilst driving the commercial performance of the FCM customer.
Key Responsibilities
- Working with the Global Account Management Leadership Team and FCM Global Team on reinforcing the FCM Account Management offering to create the best-in-class Account Management function in the industry.
- Ensure all aspects of the global plan is executed and understood by all Account Managers across the region.
- Ensure the AMERICAS Leadership team are part of the transformation programme and are excited about the journey with clear roles and responsibilities understood.
- Ensure the AMERICAS Leadership team fully understand the strategy and operate as one team.
- Ensure there is a clear productivity plan for all Account Managers across the region to make the Account Managers more productive by removing unnecessary low value tasks to ensure they’re able to add value through strategic Account Management.
- Ensure roles and responsibilities across the business are clear and the role of the Account Manager is clearly understood across the business.
- Ensure all clients have a clearly defined retention strategy focused on client satisfaction and value creation.
- Ensure all Account Managers have a commercial radar for customers in their portfolio focused on optimizing the customer with all applicable value adds to their program.
- Ensure FCM maintains its 98% retention rate by creating an Account Management programme that is truly valued by clients.
- Ensure best in class client governance is followed for all global customers and there is global consistency and agreement on how global clients are governed.
- Ensure the region understands it’s key customers by profit contribution and the FCTG Leadership team have a deep understand of all key clients, their needs and value to the business.
- Manage client issues and escalate critical matters to the FCM Account Management Leadership Team.
- Contribute to the sales, technology, product, and marketing performance of the brand.
- Regularly attend sales pitches and account reviews.
- Working with Global Account Management Leader to allocate new global portfolios to Senior Account Managers globally.
- Ensure we have clearly articulated product adoption plans by client and AMERICAS countries are hitting product adoption targets.
- Keep customers and the Account Management Team informed of latest FCM products and services, ensuring a deep understanding of the benefits of all products.
- Utilize CRM systems (Salesforce) to leverage customer communications and document activities.
- Identify commercial opportunities across all clients trading in the region to improve FCM nett margin.
- Ensure Account Management fees are charged as per our FCM agreements and where necessary distributed to the right businesses and regions.
- Work with the Account Management teams to identify opportunities for growth including leakage and other markets for the region and drive online adoption targets.
- Drive customer compliance and growth with directly procured products and services from FCM; air, hotel, car, rail, ground transport, tech tools, VIP, FCM Consulting and FCM M&E.
- Conduct regular profit and loss reviews of key clients across the regions.
- Communicate with key customer at all levels including C-Suite to build multi-level relationships to develop deep, ongoing relationships.
- Build deep and mutually beneficial relationships with all key clients across the region.
- Engage with internal stakeholders and leaders including operations, finance, and support to deliver value to customer, ensuring key stakeholder form relationships with key customers across the region.
- Monthly touch points with Country Leaders and clear point of contact for all customer complaints and escalations.
- Regular communication with national, regional and global FCM offices.
- Uphold FCTG Values and Philosophies whilst leading the AMERICAS Account Management team from a discipline perspective.
Experience & Qualifications
- Min 8-10 years with the company
Min 5-8 years in a senior management role
- Proven track record of achieving results and developing people
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
- Employee Resource Groups (Racial Equity, Gender Equity, LGBTQ2IA+, Accessibility, Environmental Justice)
- 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 volunteering and fundraising
- Office Environmental Program
- Many of our offices are Leadership in Energy and Environmental Design (LEED®) Gold certified buildings
- 1 Volunteer Day per Calendar Year
Benefits Include:
- Paid Time Off *
- Up to 15 Vacation Days accrued per year - prorated upon hire and increased by tenure after 2 years of employment (up to 25 days)
- 5 Sick Days accrued per year
- 3 Personal Days
- 1 Diversity Day
- 1 Volunteer Day
- 8 Recognized Holidays
- Travel perks/discounts
- Health & Wellness Programs and Employee Financial Wellness Services
- National/International Award Nights and Conferences
- Health benefits including, medical, dental, vision, gender affirming care, and fertility care
- Insurance including hospital indemnity, AD&D, critical illness, long-term and short-term disability
- Flexible Spending Accounts
- Employee Assistance Program
- 401k program with partial match
- Tuition Reimbursement Program
- Employee Share Plan – Ability to purchase company stock on Australian Stock Exchange with partial company match, subject to terms and conditions
- Global career opportunities in a network of brands and businesses
*Vacation, Personal, and Sick time accrual rates will vary based on full-time or part-time employee status. Recognized Holidays are either paid time off or, if required to work due to job requirements, holiday pay rate, and may vary depending on state.
#LI-ED1#FCM#LI-Onsite
Location – Chicago, IL
If this sounds like the opportunity you have been waiting for then APPLY NOW.
For this position, we anticipate offering an annual salary of $160,000. Base salary is dependent on relevant factors, including experience, geographic location, and job requirements.
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
