FCM - Head of Global Account Management - Philadelphia, PA

Flight Centre•New York, NY

7d•$168,000 - $220,000•Onsite

About The Position

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.

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

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

Benefits

Have fun
Reward & Recognition
Use your smarts
Love for travel
Personal connections
Diversity, Equity & Inclusion
A career, not a job
We back our people all the way
Giving Back
Paid Time Off: A comprehensive time off package, including 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 including, medical, dental, vision, gender affirming care, and fertility care
Insurance including 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