FCM - Head of Global Account Management - Philadelphia, PA

Head of Global Account ManagementFCM 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.To learn more about FCM please click HEREAbout The OpportunityFCM 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.Key ResponsibilitiesLead the development and execution of the global account management strategy aligned to FCM priorities and OKRsPartner with the Global Account Management SWOT team to ensure strategic initiatives are delivered consistently across all regionsDefine and communicate clear account management roles, responsibilities, KPIs, and performance standardsLead the global account management discipline while championing FCTG values and philosophiesDeliver global communications, updates, and town halls for the account management communityServe as an escalation point for customer issues and drive effective service recovery and resolutionDevelop customer segmentation frameworks and multi-level relationship strategies for key clientsBuild and strengthen executive-level customer relationships, including engagement with C-suite stakeholdersEnsure commercial goals are established, tracked, and achieved across customer portfoliosOversee account management pricing strategies for bids and existing customer agreementsDrive consistency in renewals, retention strategies, and lost-business reportingDevelop and enhance account management reporting, scorecards, and performance analyticsPartner with finance teams to improve commercial governance, contract management, and profitability trackingLead innovation and process optimization initiatives leveraging AI, automation, and technologyPartner on the implementation of the global "One Best Way" customer management frameworkDrive capability building, industry knowledge, and professional development across the global account management teamCollaborate with Sales, Consulting, Product, Finance, and Customer teams to improve customer and business outcomesContribute to a safe, inclusive, and accessible work environment where all Flighties feel welcomed, respected, and supported to thriveOther duties and tasks as assignedExperience & QualificationsMinimum 12+ years of progressive Account Management experience within a Travel Management Company (TMC) or similarly complex B2B services environmentDemonstrated success leading geographically dispersed account management teamsProven track record of developing high-performing teams and delivering sustainable revenue growthBachelor's degree in Business, Finance, Hospitality, or a related field; postgraduate qualifications (MBA preferred) and relevant professional certifications are highly regardedDeep knowledge of TMC operations, market trends, and competitive landscapeStrong financial and commercial analysis capabilityKnowledge of travel technology including NDC, Online Booking Tools (OBT), and AI applications within travelExperience in stakeholder management, customer health assessment, and risk managementExperience leading process optimization and change management initiativesStrong data analytics and business intelligence capabilitiesAbility to travel globally in support of FCM's worldwide customer base and operationsWork Perks! - What’s in it for you:FCTG is renowned internationally for having amazing perks and an even better culture. We understand that our people are our most valuable asset. It is the passion and dedication of our teams that keep the company on top of the industry ladder. It’s also why we offer some great employee benefits and perks outside of the norm.Have fun: At the heart of everything we do at Flight Centre is a desire to have fun.Reward & Recognition: Celebrate the success of yourself and others at our regular Buzz Nights and at the annual Global Gathering - You'll have to experience it to believe it!Use your smarts: Our people use their quick thinking, expertise, and tenacity to always figure things out.Love for travel: We were founded by people who wanted to travel and want others to do the same. That passion is something you can’t miss in our people or service.Personal connections: We are a big business founded on personal relationships.Diversity, Equity & Inclusion: Commitment to diversity, equity, and inclusion through initiatives like Diversity Day (paid leave to observe a holiday or cultural celebration of your choice) Employee Resource Groups (Racial Equity, Gender Equity, LGBTQ2IA+, Accessibility, Environmental Justice), DEI education initiatives, and equitable practices, including regular equity assessments and inclusive recruitment protocols.A career, not a job: We offer genuine opportunities for people to grow and evolveWe back our people all the way: We are strongly committed to supporting every single employee in their professional and personal development.Giving Back: Our Corporate Social Responsibility program supports nominated charities through volunteering and fundraising, complemented by our Office Environmental Program, LEED Gold-certified office spaces, and 1 paid Volunteer Day per calendar year.Benefits Include: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/discountsHealth & Wellness Programs and Employee Financial Wellness ServicesNational/International Award Nights and ConferencesHealth benefits including, medical, dental, vision, gender affirming care, and fertility careInsurance including hospital indemnity, AD&D, critical illness, long-term and short-term disabilityFlexible Spending AccountsEmployee Assistance Program401k program with partial matchTuition Reimbursement ProgramEmployee Share Plan – Ability to purchase company stock on Australian Stock Exchange with partial company match, subject to terms and conditionsGlobal 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.Location – Boston, USAIf this sounds like the opportunity you have been waiting for then APPLY NOW.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.We thank all candidates for their interest; however, only those selected to continue in the process will be contacted.Our number one philosophy? Our people. Flight Center Travel Group USA’s promise is to provide an environment with equality of respect, dignity and opportunity for all our employees. We value an inclusive and supportive workplace which truly reflects the diversity of our society.We are an affirmative action and equal opportunity employer committed to providing a barrier-free pathway throughout our recruitment process. We welcome accommodation requests to help make our hiring and onboarding experience as accessible as possible. Please advise us about accommodation needs at any point by contacting our Recruitment Team at View email address on click.appcast.io🌟 GBTA WINiT Top 50 Award Recipients (2018–2025)💫 CHHR: 5-Star DE&I Employer (2023, 2024, 2026)🌍 Seramount, FCTG Mexico: Member of the Global Inclusion Index (2023–2025)📰 Newsweek: America’s Greatest Workplaces for Diversity (2024)💛 Benefits Canada: Health/Wellness Program and Mental Health Program (2023, 2025)️ OutThere Awards: Inclusive Travel Finalist (2025)🏅 Canadian HR Awards: Excellence in Diversity and Inclusion Awardee (2025)🤝 2026 Disability Index: World’s Top Disability Inclusive Business#LI-NK1#FCM#LI-Onsite