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About FCM

FCM is more than just one of the world’s largest travel management companies, with a 24/7 reach in over 100 companies. We’re a movement of over 6,500 changemakers, travel gurus, performance improvers and leaders without limits, on a mission to help the world’s biggest companies move smoother. We’re officially a great place to work, but also a company like no other. Why? Because we thrive on change. We’re fueled by what we call our alternative mindset. This is FCM, where different happens.

Job purpose

As a Customer Implementation Manager, you will be responsible to implement and support National and Multi-National customers for FCM. As part of this job role, you will be implementing clients following our standard Implementation process, supporting on calls, monitoring the time management of the implementation and raising any potential risks that could affect the timelines to the project lead. 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.

Key duties & responsibilities:

• Manage all phases of client implementation projects for national clients, from initial internal kick-off meeting, regular implementation meetings, implementation mid-plan to end plan, testing period, go-live and post implementation.
• Ensure that communication channels are well established with all the projects' stakeholders (internal & external).
• Manage timelines and project status of these clients via our internal project management tool, highlighting any risks to 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).
• Implementation management to include but not be limited too, calls, documentation, Statement of Work and time management.
• Follow-up outstanding items; ensure the deployment, training, and post-implementation support transition plans are followed by the Account Management/Operations teams accordingly.
• Set up the required conference calls & meetings during the implementation process
• Guide all key stakeholders (internal and external) on their roles and responsibilities in the project.

Experience

• Minimum 2 years’ experience at Flight Centre or 2 years’ Implementation Manager or similar role for external candidates
• A comprehensive understanding of implementation processes
• Online Booking Tool knowledge. Preferably Concur or Amadeus Cytric
• Proven success in previous roles

Education and qualification: 

• At least 3 years management experience
• A proven track record
• Strong relationship building skills both internally & external

What's in it for you

• Flexible/hybrid working model - a mix of remote and office work.
• Discounted travel for family and friends - booked by our in-house travel team – as part of Flight Centre Travel Group, you have access to industry rates and discounts for you and your friends and family.
• Career progression – as part of Flight Centre Travel Group with a global brand network spanning 30+ brands and 20+ countries, you are empowered to create clear career pathways and have access to the training and support needed to achieve your goals.
• Fun culture with industry-renowned social events (think quarterly award nights, global conferences, end-of-financial year balls + more).
• Plus so much more (company-matched charitable giving, excellent pension scheme, an active hour each week etc.)

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