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About the Role

Join FCM in a newly created global role where you'll be the operational owner for some of our most strategic customer relationships. Working alongside Global Account Managers and international operational teams, you'll ensure seamless service delivery across multiple markets while driving consistency, innovation, and customer satisfaction. This is an exciting opportunity for an experienced travel management professional who thrives on building relationships, solving complex operational challenges, and influencing service excellence at a global level. You'll play a critical role in shaping customer experience, driving continuous improvement, and ensuring world-class travel programme delivery.

Responsibilities

Act as the primary operational point of contact between FCM and assigned global customers.
Ensure smooth, consistent, and globally aligned operational service delivery across all markets.
Collaborate with global teams to deliver against contracted programme objectives and customer goals.
Provide strategic operational support and identify opportunities to improve service delivery and performance.
Create, maintain, and govern service delivery manuals and customer documentation, including travel policies, selling guides, and emergency response procedures.
Maintain regular communication with regional and local operational leaders to ensure consistent service standards globally.
Identify technology configuration improvements that support customer programme objectives.
Partner with technology and support teams to implement customer travel policy and preferred programme requirements across global systems.
Maintain customer operational risk registers, country risk registers, and supplier blacklist processes.
Conduct regular audits and monitoring activities to support programme compliance.
Produce and present customer operational reporting, including SLA and quality performance metrics.
Act as an escalation point for operational issues, identifying recurring themes and driving resolution.
Recommend and support training initiatives to improve operational performance globally.
Develop and deliver client-specific virtual training content for frontline teams worldwide.
Support Quarterly Business Reviews and customer governance activities.
Work closely with Global Account Managers to establish priorities and programme goals.
Influence operational teams to deliver exceptional customer outcomes and service excellence.
Drive continuous improvement initiatives across people, processes, technology, and service delivery.
Contribute to a safe, inclusive, and accessible work environment where all Flighties feel welcomed, respected, and supported to thrive.

Requirements

Minimum 5 years' experience within TMC operations, ideally within FCM.
Strong understanding of global travel management operations.
Advanced knowledge of GDS platforms including Amadeus, Sabre, and Galileo.
Experience with Concur Online Booking Tool and travel configuration settings.
Knowledge of TMC front-office, mid-office, and back-office systems.
Understanding of contractual obligations, commercial considerations, and programme management.
Strong analytical skills with the ability to interpret data and develop actionable insights.
Experience using Power BI and Salesforce for reporting and analysis.
Proven ability to manage multiple priorities and projects simultaneously.
Strong stakeholder engagement and relationship management skills.
Demonstrated experience influencing cross-functional and geographically dispersed teams.
Continuous improvement mindset with a focus on operational excellence.
Strong problem-solving and issue resolution capabilities.
Excellent communication and presentation skills.
Ability to balance customer outcomes with business objectives.

Skills

Amadeus
Sabre
Galileo
Concur Online Booking Tool
Power BI
Salesforce
Communication
Presentation
Analytical
Problem-solving
Stakeholder engagement
Relationship management

Location

Global

Work Type

Full-time

Experience Level

Minimum 5 years' experience

Benefits

Exclusive Travel Discounts
Career Development opportunities
Vibrant Culture & industry-renowned social events
Active Hour for fitness or personal wellness
Comprehensive Health Cash Plan (reimburses for dental, optical, chiropractic care)
Health & Wellbeing Challenges
Financial Wellbeing Support (mortgage advice, financial guidance, money coaching)
Company-matched charitable donations
Excellent pension scheme
Share options
Electric vehicle scheme
Variety of salary sacrifice benefits

About the Company

FCM is more than a global travel management company with 24/7 support in 100+ countries.
We’re a movement—6,500+ changemakers, travel experts, and performance drivers redefining corporate travel.
We don’t just keep the world’s biggest companies moving—we make it smoother, smarter, and bolder.
Certified as a great place to work and fuelled by an alternative mindset, we embrace change, challenge convention, and do things differently.
This is FCM—where different happens.

Equal Opportunity

Our number one philosophy is Our people.
Flight Centre Travel Group'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 reflects the diversity of our society.
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 RecruitmentUK@flightcentre.co.uk.