Impress employers and recruiters.
Choose from hundreds of resume examples.

Target Resume Now

About the Role

FCM is seeking a strategic and commercially minded Head of Global Account Management to lead and evolve our global account management function. This senior leadership role will shape the future of account management across FCM, driving consistency, customer value, commercial performance, and operational excellence across regions. Working closely with the Chief Customer Officer, Regional Account Management Leaders, and cross-functional stakeholders, you will play a pivotal role in defining strategy, developing high-performing teams, and creating exceptional outcomes for customers worldwide.

Responsibilities

Lead the development and execution of the global account management strategy aligned to FCM priorities and OKRs
Partner with the Global Account Management SWOT team to ensure strategic initiatives are delivered consistently across all regions
Define and communicate clear account management roles, responsibilities, KPIs, and performance standards
Lead the global account management discipline while championing FCTG values and philosophies
Deliver global communications, updates, and town halls for the account management community
Serve as an escalation point for customer issues and drive effective service recovery and resolution
Develop customer segmentation frameworks and multi-level relationship strategies for key clients
Build and strengthen executive-level customer relationships, including engagement with C-suite stakeholders
Ensure commercial goals are established, tracked, and achieved across customer portfolios
Oversee account management pricing strategies for bids and existing customer agreements
Drive consistency in renewals, retention strategies, and lost-business reporting
Develop and enhance account management reporting, scorecards, and performance analytics
Partner with finance teams to improve commercial governance, contract management, and profitability tracking
Lead innovation and process optimization initiatives leveraging AI, automation, and technology
Partner on the implementation of the global "One Best Way" customer management framework
Drive capability building, industry knowledge, and professional development across the global account management team
Collaborate with Sales, Consulting, Product, Finance, and Customer teams to improve customer and business outcomes
Contribute to a safe, inclusive, and accessible work environment where all Flighties feel welcomed, respected, and supported to thrive
Other duties and tasks as assigned

Requirements

Minimum 12+ years of progressive Account Management experience within a Travel Management Company (TMC) or similarly complex B2B services environment
Demonstrated success leading geographically dispersed account management teams
Proven track record of developing high-performing teams and delivering sustainable revenue growth
Deep knowledge of TMC operations, market trends, and competitive landscape
Strong financial and commercial analysis capability
Knowledge of travel technology including NDC, Online Booking Tools (OBT), and AI applications within travel
Experience in stakeholder management, customer health assessment, and risk management
Experience leading process optimization and change management initiatives
Strong data analytics and business intelligence capabilities
Ability to travel globally in support of FCM's worldwide customer base and operations

Skills

AI
Automation
Change Management
Commercial Governance
Data Analytics
Financial Analysis
Hospitality
Inclusive Recruitment
Leadership
Market Trends
NDC
Online Booking Tools (OBT)
Pricing Strategies
Process Optimization
Relationship Management
Reporting
Risk Management
Sales
Stakeholder Management
Strategic Planning
TMC Operations
Travel Technology

Location

Boston, USA

Work Type

Onsite

Experience Level

12+ years of progressive Account Management experience

Education Level

Bachelor's degree in Business, Finance, Hospitality, or a related field
Postgraduate qualifications (MBA preferred)
Relevant professional certifications

Salary/Compensations

$168,000 - $220,000

Benefits

Up to 15 vacation days (increasing to 20 after 2 years)
5 sick days
3 personal days
1 Diversity Day
1 Volunteer Day
9 recognized holidays
Travel perks/discounts
Health & Wellness Programs
Employee Financial Wellness Services
National/International Award Nights and Conferences
Medical, dental, vision, gender affirming care, and fertility care
Hospital indemnity, AD&D, critical illness, long-term and short-term disability insurance
Flexible Spending Accounts
Employee Assistance Program
401k program with partial match
Tuition Reimbursement Program
Employee Share Plan – Ability to purchase company stock with partial company match
Global career opportunities

About the Company

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.

Equal Opportunity

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