Hello, 

FCM part of FTCG 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.

Winner of the World's Leading Travel Management Company Award at the WTM for nine consecutive years (2019-2011), FCM is constantly transforming the business of travel through its empowered and accountable people who deliver 24/7 service and are available online and offline.  FCM has won the coveted Great Place to Work certification for the fifth time! FCM Travel India is one of India’s Top 100 Great Mid-size Workplaces 2024 and the Best in Professional Services.

A leader in the travel tech space, FCM has proprietary client solutions. FCM provides specialist services via FCM Consulting and FCM Meetings & Events.

Day in the life:

Developing an implementation plan aligned with client needs and product capabilities.

Managing client conversations effectively and building confidence both internally and externally in the overall implementation process.

Understand the TMC world and have good understanding of OBTS

Have handled customer implementation from start to go-live

Experience 8+ years

You'll be perfect for the role if you have:

The Customer Implementation Manager is responsible for leading critical client projects on a national and regional level. The Customer Implementation Manager will own the project and manage the coordination between the client, internal FCM stakeholders (Account Manager, BDM, Operations, IT Team) and 3^rd 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 one of FCM Asia Equity office and report to the  Head of Client Implementation Asia.

 

Core responsibilities will include:

• 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 3^rd 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).  Project management skills such as being well-organized, multi-tasking, good time management skills are a requirement.

Thorough knowledge of travel industry technology and corporate travel operations (GDS, OBTs, Client Portal…) are a must for this position.

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. 

You will be rewarded with competitive market salary. You will also be equipped with relevant training courses and tools to set you up for success with endless career advancement and job opportunities all over the world.

Market Aligned remuneration structure and a highly competitive salary 

Fun and Energetic culture: At the heart of everything we do at FCM is a desire to have fun and be yourself 

Work life Balance: We believe in “No Leave = No Life” So have your own travel adventures with paid annual leave 

Great place to work - Recognized as a top workplace for 5 consecutive years, which is a testimonial of our commitment towards our people 

Wellbeing Focus - We take care of our employee with comprehensive medical coverage, accidental insurance, and term insurance for the well being of our people.

Paternity Leave: We ensure that you can spend quality time with your growing family 

Travel perks: You'll have access to plenty of industry discounts to ensure you continue to broaden your horizons  

A career, not a job: We believe in our people brightness of future. As a high growth company, you will have the opportunity to advance your career in any direction you choose whether that is locally or globally.

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! 

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. 

We value you... 

Flight Centre Travel Group is committed to creating an inclusive and diverse workplace that supports your unique identity to create better, safer experiences for everyone. We encourage you to come as you are; to foster inclusivity and collaboration. We celebrate you.  

Who we are... 

Since our beginning, our vision has always been to open up the world for those who want to see. 

As a global travel retailer, our people come from all different backgrounds, and our connections spread to the far reaches of the globe - 20+ countries and counting! Together, we are a family (we call ourselves Flighties).  

We offer genuine opportunities for people to grow and evolve. We embrace new experiences, we celebrate the wins, seize all opportunities, and empower all of our people to find their Brightness of Future. 

We encourage you to DREAM BIG through collaboration and innovation, and make sure you are supported to make incredible ideas a reality. Together, we deliver quality, innovative solutions that delight our customers and achieve our strategic priorities. 

Irreverence. Ownership. Egalitarian