FCM - Head of Global Account Management - Boston, MA

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.

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
• Bachelor's degree in Business, Finance, Hospitality, or a related field; postgraduate qualifications (MBA preferred) and relevant professional certifications are highly regarded
• 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

Benefits

• Paid Time Off: Up to 15 vacation days (prorated upon hire and increasing to 20 days after 2 years of employment), 5 sick days, 3 personal days, 1 Diversity Day, 1 Volunteer Day, and 9 recognized holidays annually
• Travel Perks/Discounts
• Health & Wellness Programs and Employee Financial Wellness Services
• National/International Award Nights and Conferences
• Health benefits: medical, dental, vision, gender affirming care, and fertility care
• Insurance: 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.

Pay

For this position, we anticipate offering an annual salary of $168,000 - $220,000. Base salary is dependent on relevant factors, including experience, geographic location, and job requirements.

Location

Boston, USA