[Hiring] Customer Implementation Manager @Flight Centre

Role Description

Join FCM as a Customer Implementation Manager and play a key role in delivering seamless onboarding experiences for national and multi-national clients. This position is at the center of client success, ensuring new customers are successfully implemented, supported, and set up for long-term partnership. You'll collaborate with internal stakeholders and client teams, manage multiple implementation projects, and help drive exceptional customer outcomes. If you thrive in a fast-paced environment, enjoy project coordination, and are passionate about customer experience, this is an exciting opportunity to make an impact.

Key Responsibilities

• Manage the implementation and onboarding of national and multi-national customers following established implementation processes.
• Deliver a consistently high-quality customer experience throughout each project lifecycle.
• Coordinate and lead implementation calls with internal and external stakeholders.
• Monitor project timelines and ensure implementations progress according to agreed milestones.
• Identify, communicate, and escalate project risks using established risk management methodologies.
• Maintain accurate implementation documentation, Statements of Work, and project records.
• Proactively gather and validate information required for successful project delivery.
• Support regional multi-national client implementations and ongoing online tool adoption.
• Manage project status updates and timelines through internal project management tools.
• Ensure compliance with implementation standards, systems, processes, and best practices.
• Collaborate effectively with colleagues, leadership, and project stakeholders to achieve implementation objectives.
• Support User Acceptance Testing (UAT) activities and ensure implementation accuracy.
• Contribute to continuous improvement through project reviews and customer feedback.
• 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.

Qualifications

• Minimum 2 years' experience with Flight Centre or 2 years' experience as an Implementation Manager or similar role.
• Comprehensive understanding of implementation processes.
• Proven track record of success in previous roles.
• Strong project coordination and time management skills.
• Ability to manage multiple projects simultaneously.
• Exceptional verbal and written communication skills.
• Strong business acumen and problem-solving abilities.
• Experience working with customers and stakeholders at multiple organizational levels.
• Online Booking Tool knowledge preferred.
• Flexible and adaptable approach in a changing business environment.
• Willingness to travel occasionally if required.
• Reliable, high-speed internet connectivity required to support core job responsibilities, including but not limited to video conferencing, access to company systems, and secure handling of company data.

Benefits

• 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.

Location

Remote, USA

Salary

For this position, we anticipate offering an annual salary of $88,000- $90,000. Base salary is dependent on relevant factors, including experience, geographic location, and job requirements.

Company Description

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.