[Hiring] FCM Account Manager Team Leader @Flight Centre

Role Description

Are you a customer-focused leader with a passion for relationship management, team development, and business growth? We're looking for an experienced FCM Account Manager Team Leader to lead a high-performing account management team, strengthen client retention, and drive customer value across our corporate travel portfolio.

In this leadership role, you'll shape retention strategies, support technology transformation, and help grow customer relationships across a diverse client base, including key accounts. You'll play a critical role in developing people, strengthening client partnerships, and contributing to business profitability through strategic account management and customer success.

Qualifications

• Tertiary qualification (NQF Level 5).
• Proven track record in Key Account Management and customer implementations.
• Minimum 6+ years' experience in Key Account Management.
• Minimum 2 years' experience in strategy and customer implementations.
• Minimum 2 years' experience leading a high-performing team.
• Minimum 2 years' data and reporting experience.
• Proven track record of achieving targets within the travel industry.
• Advanced Microsoft Office skills.
• Advanced CRM system knowledge.
• Advanced Online Booking Tool knowledge.
• Advanced Data & Reporting capability.
• Strong commercial and business acumen.
• Exceptional presentation, networking, leadership, negotiation, and problem-solving skills.
• Willingness to travel domestically and internationally.
• Own transport essential.

Requirements

• Lead and execute customer retention strategies across all client segments.
• Develop and maintain strong relationships with internal and external stakeholders.
• Monitor and report on customer retention performance and trends.
• Drive collaboration across teams to improve customer outcomes.
• Lead, coach, mentor, and develop Account Management team members.
• Manage staff performance and identify development opportunities.
• Inspire and lead by example through the organisation's values and vision.
• Attend customer meetings, reviews, and strategic business discussions.
• Support customers through implementation, reporting, negotiations, and workshops.
• Act as the primary escalation point for customer service issues.
• Manage client contracts and service level agreements.
• Maintain accurate client activity and relationship records within CRM systems.
• Identify opportunities for customer savings, revenue growth, and profitability improvements.
• Build effective multi-level stakeholder relationships with key client contacts.
• Review customer spend and recommend strategic solutions.
• Develop training initiatives and partner with People & Culture on development plans.
• Deliver business reviews and strategic account plans.
• Manage and contribute to budget achievement and commercial outcomes.
• Contribute to a safe, inclusive, and accessible work environment where all Flighties feel welcomed, respected, and supported to thrive.