FCM Account Management FTL - VIC
About this role
About the Opportunity
What you will do:
- Support the Team Leader in delivering retention, growth, and profitability outcomes aligned to the FCM business plan
- Lead by example through strong performance, accountability, and professional behaviours
- Provide clear plans and goals that support team and business success
- Coach, support, and develop team members while fostering a positive and inclusive environment
- Identify opportunities for value-added sales, customer growth, and increased service adoption
- Drive customer compliance and utilisation of FCM products and services
- Conduct profit and loss reviews and ensure contractual obligations and deliverables are achieved
- Build and maintain strategic relationships with key customer stakeholders, including senior executives and C-suite leaders
- Collaborate with internal operational, finance, support, and global teams to deliver customer value
- Promote and implement innovative products, services, and technology solutions that enhance customer programs
- Utilise Salesforce CRM to manage customer communications and document activities
- Analyse customer data, trends, and reporting to identify opportunities and deliver meaningful recommendations
- Develop business plans aligned to customer objectives and measure performance against agreed outcomes
- Articulate ROI, savings opportunities, and program improvements to customers
- Manage and deliver key customer projects, including stakeholder communications and project outcomes
- Influence customers through compelling narratives, insights, and strategic recommendations
- Uphold FCTG values and philosophies in all interactions
- Contribute to a safe, inclusive, and accessible work environment where all Flighties feel welcomed, respected, and supported to thrive
What you will need:
- Minimum 8 years' experience in client or account relationship management
- Minimum 5 years' leadership experience
- Proven experience managing large customer accounts
- Demonstrated ability to build multi-level stakeholder relationships
- Strong experience articulating products, services, and value propositions to customers
- Corporate B2B service experience
- Advanced business acumen and strategic thinking capability
- Advanced analytics and data interpretation skills
- Advanced sales, negotiation, and relationship-building skills
- Strong communication, storytelling, influencing, and change leadership capabilities
- Experience using CRM systems, including Salesforce
- Intermediate project management capability
- Customer-centric mindset with strong problem-solving skills and commercial awareness
Please advise your leader before applying
Company at a glance
Flight Centre Travel Group (FCTG) is one of the world’s largest travel companies, employing 12,000 like-minded individuals – known as ‘Flighties’.
Our story dates to 1973, when founder Graham Turner (aka “Skroo") and friend Geoff “Spy” Lomas buy a double-decker bus and take off on their first tour around Spain, Portugal and Morrocco, 3 years later forming the first business, Top Deck. After flight deregulations in the 80s our first retail "Flight Centre" stores opened in Australia in 1982, London in 1984, and NZ in 1987.
1987 was also the year we held our first “Global Gathering” awards event celebrating our amazing people, a tradition that continues to this day.
And in 2025 we launched our very first loyalty program, World360 Rewards! Our Australian customers now able to earn and redeem points across Flight Centre, Travel Associates, and Cruiseabout.
We’re in our 40s now and a lot has changed! With global headquarters in Brisbane, Australia, our company owned leisure and corporate travel businesses span three major regions: APAC, The Americas and EMEA.
Our flagship corporate travel management brand, FCM, extends our reach even further through a network covering over 100 countries via both company-owned operations and independent licensees.
With 30 brands across our global footprint, our team spans from customer-facing to internal support roles. The opportunities just as diverse – from a Travel Consultant at Flight Centre or Envoyage, to a Machine Learning Scientist in one of our tech pillars.
Together, we live and breathe our number one philosophy, Our People, driven by our purpose ‘To open up the world for those who want to see’.
Our values are simple and powerful - Ownership, Egalitarianism and Irreverence.
We support our people with opportunities to help you thrive, connect, give, move and be rewarded. Our people have access to a suite of curated benefits to ensure holistic wellbeing – from mental and physical health to financial freedom.
Top Benefits
- Inclusive work environment
- Professional development opportunities
- Leadership training
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