Global Customer Service Delivery Manager

About FCM

FCM is more than a global travel management company with 24/7 support in 100+ countries. We’re a movement—6,500+ changemakers, travel experts, and performance drivers redefining corporate travel. We don’t just keep the world’s biggest companies moving—we make it smoother, smarter, and bolder. Certified as a great place to work and fuelled by an alternative mindset, we embrace change, challenge convention, and do things differently. This is FCM—where different happens.

About The Opportunity

Join FCM in a newly created global role where you'll be the operational owner for some of our most strategic customer relationships. Working alongside Global Account Managers and international operational teams, you'll ensure seamless service delivery across multiple markets while driving consistency, innovation, and customer satisfaction. This is an exciting opportunity for an experienced travel management professional who thrives on building relationships, solving complex operational challenges, and influencing service excellence at a global level. You'll play a critical role in shaping customer experience, driving continuous improvement, and ensuring world-class travel programme delivery.

Key Responsibilities

• Act as the primary operational point of contact between FCM and assigned global customers.
• Ensure smooth, consistent, and globally aligned operational service delivery across all markets.
• Collaborate with global teams to deliver against contracted programme objectives and customer goals.
• Provide strategic operational support and identify opportunities to improve service delivery and performance.
• Create, maintain, and govern service delivery manuals and customer documentation, including travel policies, selling guides, and emergency response procedures.
• Maintain regular communication with regional and local operational leaders to ensure consistent service standards globally.
• Identify technology configuration improvements that support customer programme objectives.
• Partner with technology and support teams to implement customer travel policy and preferred programme requirements across global systems.
• Maintain customer operational risk registers, country risk registers, and supplier blacklist processes.
• Conduct regular audits and monitoring activities to support programme compliance.
• Produce and present customer operational reporting, including SLA and quality performance metrics.
• Act as an escalation point for operational issues, identifying recurring themes and driving resolution.
• Recommend and support training initiatives to improve operational performance globally.
• Develop and deliver client-specific virtual training content for frontline teams worldwide.
• Support Quarterly Business Reviews and customer governance activities.
• Work closely with Global Account Managers to establish priorities and programme goals.
• Influence operational teams to deliver exceptional customer outcomes and service excellence.
• Drive continuous improvement initiatives across people, processes, technology, and service delivery.
• Contribute to a safe, inclusive, and accessible work environment where all Flighties feel welcomed, respected, and supported to thrive.

Experience & Qualifications

• Minimum 5 years' experience within TMC operations, ideally within FCM.
• Strong understanding of global travel management operations.
• Advanced knowledge of GDS platforms including Amadeus, Sabre, and Galileo.
• Experience with Concur Online Booking Tool and travel configuration settings.
• Knowledge of TMC front-office, mid-office, and back-office systems.
• Understanding of contractual obligations, commercial considerations, and programme management.
• Strong analytical skills with the ability to interpret data and develop actionable insights.
• Experience using Power BI and Salesforce for reporting and analysis.
• Proven ability to manage multiple priorities and projects simultaneously.
• Strong stakeholder engagement and relationship management skills.
• Demonstrated experience influencing cross-functional and geographically dispersed teams.
• Continuous improvement mindset with a focus on operational excellence.
• Strong problem-solving and issue resolution capabilities.
• Excellent communication and presentation skills.
• Ability to balance customer outcomes with business objectives.

What's in it for you

• Exclusive Travel Discounts: As part of Flight Centre Travel Group, you gain access to exclusive industry rates and discounts through our in-house travel team.
• Career Development: With Flight Centre Travel Group’s global presence, spanning 30+ brands in over 20 countries, you’ll have clear career pathways and the resources you need to achieve your professional goals, including training and support.
• Vibrant Culture & industry-renowned social events: Experience our fun, industry-renowned culture with exciting social events such as monthly awards nights, global conferences, end-of-financial-year balls, and more.
• Active Hour: Prioritise your well-being with an hour dedicated each week to focus on your fitness or personal wellness.
• Comprehensive Health Cash Plan: Get reimbursed for a variety of medical services, including dental, optical, and chiropractic care, with our bronze-level health cash plan.
• Health & Wellbeing Challenges: Stay engaged with monthly health and wellbeing challenges designed to keep you motivated and healthy.
• Financial Wellbeing Support: Access expert financial services, including mortgage advice, regulated financial guidance, and money coaching to help you manage your finances.
• And Much More: Enjoy a range of additional benefits, including company-matched charitable donations, an excellent pension scheme, share options, an electric vehicle scheme, and a variety of salary sacrifice benefits.

Our number one philosophy is Our people. Flight Centre Travel Group'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 reflects the diversity of our society.

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 [email protected].