FCM - Senior Account Manager - Boston, USA
Flight Centre Travel Group, Oklahoma City, OK, United States
About the Opportunity
As a Senior Account Manager at FCM, you will own and lead high-value national, regional, and multinational customer relationships. This role is central to driving customer profitability, retention, and growth through best‑in‑market travel programmes. You will act as a strategic partner to complex, high‑touch clients, shaping programmes that deliver efficiency, savings, and outstanding service. Working closely with internal commercial and operational teams, you will influence outcomes at every level, including C‑suite stakeholders.
Key Responsibilities
Own and manage strategic customer relationships across national, regional, and multinational programmes
Develop and execute customer business plans aligned to contractual timelines and programme objectives
Drive customer profitability, retention, and growth through data‑led insights and commercial strategies
Lead Quarterly Business Insight Reviews (QBIRs), presenting progress, milestones, industry trends, and user sentiment
Identify and action commercial upsell and ancillary service opportunities
Partner with internal teams to gain full visibility of customer profitability and programme performance
Support and oversee programme implementations within account management scope
Provide industry expertise and guidance to customer Travel and Procurement Managers
Interpret programme data and make informed recommendations to improve outcomes
Drive policy compliance, data and programme consolidation, savings mechanisms, traveller satisfaction, and duty of care
Manage communications across customer organisations and FCM, including senior leadership and C‑suite stakeholders
Manage multinational regions, applying knowledge of international markets and local nuances
Guide customers on complex, end‑to‑end travel programme requirements related to TMC services
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 at a senior account management level
Proven experience managing complex and/or multinational customer programmes
Strong business acumen with the ability to understand and leverage customer profitability
Advanced skills in analytics, data interpretation, and insight‑led recommendations
Demonstrated selling, negotiation, and commercial conversation skills
Strong relationship‑building skills with cultural awareness across diverse markets
Ability to communicate effectively across multiple management levels, including C‑suite
Experience leading programme objectives, change initiatives, and organisational alignment
Strong time management, communication, storytelling, and presentation skills
Solid travel industry knowledge
Working proficiency in MS Excel, Word, Outlook, Teams, Power BI, Salesforce, and Live Preso
Work Perks & Benefits
Play: A culture that encourages fun and quick thinking
Recognition: Celebrate success at regular Buzz Nights and the annual Global Gathering
Travel: Passion for travel is embedded in our people and service
Personal connections: Built on strong relationships
Diversity, Equity & Inclusion: Comprehensive commitment with initiatives such as Diversity Day, Employee Resource Groups, and equitable recruitment protocols
Career growth: Genuine opportunities for people to grow and evolve
Support: Commitment to professional and personal development
Philanthropy: Corporate Social Responsibility program supports charities and offers paid volunteer days
Paid Time Off: Up to 15 vacation days (pro-rated), 5 sick days, 3 personal days, 1 Diversity Day, 1 Volunteer Day, and 8 recognized holidays annually
Travel perks/discounts
Health & Wellness Programs and Employee Financial Wellness Services
National/International Award Nights and Conferences
Health benefits: medical, dental, vision, gender affirming care, and fertility care
Insurance: hospital indemnity, AD&D, critical illness, long‑term and short‑term disability
Flexible Spending Accounts
Employee Assistance Program
401(k) program with partial match
Tuition Reimbursement Program
Employee Share Plan – Purchase company stock on Australian Stock Exchange with partial company match
Global career opportunities in a network of brands and businesses
Vacation, Personal, and Sick time accrual rates vary for full‑time or part‑time status; recognized holidays are paid or holiday pay rate as required
Location Boston, MA
Compensation For this position, we anticipate offering an annual salary of $85,000 plus incentives. Base salary is dependent on relevant factors, including experience, geographic location, and job requirements.
Equal Opportunity & Accessibility Our number one philosophy? Our people. Flight Centre 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 by contacting our Recruitment Team at careers@us.flightcentre.com.
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Key Responsibilities
Own and manage strategic customer relationships across national, regional, and multinational programmes
Develop and execute customer business plans aligned to contractual timelines and programme objectives
Drive customer profitability, retention, and growth through data‑led insights and commercial strategies
Lead Quarterly Business Insight Reviews (QBIRs), presenting progress, milestones, industry trends, and user sentiment
Identify and action commercial upsell and ancillary service opportunities
Partner with internal teams to gain full visibility of customer profitability and programme performance
Support and oversee programme implementations within account management scope
Provide industry expertise and guidance to customer Travel and Procurement Managers
Interpret programme data and make informed recommendations to improve outcomes
Drive policy compliance, data and programme consolidation, savings mechanisms, traveller satisfaction, and duty of care
Manage communications across customer organisations and FCM, including senior leadership and C‑suite stakeholders
Manage multinational regions, applying knowledge of international markets and local nuances
Guide customers on complex, end‑to‑end travel programme requirements related to TMC services
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 at a senior account management level
Proven experience managing complex and/or multinational customer programmes
Strong business acumen with the ability to understand and leverage customer profitability
Advanced skills in analytics, data interpretation, and insight‑led recommendations
Demonstrated selling, negotiation, and commercial conversation skills
Strong relationship‑building skills with cultural awareness across diverse markets
Ability to communicate effectively across multiple management levels, including C‑suite
Experience leading programme objectives, change initiatives, and organisational alignment
Strong time management, communication, storytelling, and presentation skills
Solid travel industry knowledge
Working proficiency in MS Excel, Word, Outlook, Teams, Power BI, Salesforce, and Live Preso
Work Perks & Benefits
Play: A culture that encourages fun and quick thinking
Recognition: Celebrate success at regular Buzz Nights and the annual Global Gathering
Travel: Passion for travel is embedded in our people and service
Personal connections: Built on strong relationships
Diversity, Equity & Inclusion: Comprehensive commitment with initiatives such as Diversity Day, Employee Resource Groups, and equitable recruitment protocols
Career growth: Genuine opportunities for people to grow and evolve
Support: Commitment to professional and personal development
Philanthropy: Corporate Social Responsibility program supports charities and offers paid volunteer days
Paid Time Off: Up to 15 vacation days (pro-rated), 5 sick days, 3 personal days, 1 Diversity Day, 1 Volunteer Day, and 8 recognized holidays annually
Travel perks/discounts
Health & Wellness Programs and Employee Financial Wellness Services
National/International Award Nights and Conferences
Health benefits: medical, dental, vision, gender affirming care, and fertility care
Insurance: hospital indemnity, AD&D, critical illness, long‑term and short‑term disability
Flexible Spending Accounts
Employee Assistance Program
401(k) program with partial match
Tuition Reimbursement Program
Employee Share Plan – Purchase company stock on Australian Stock Exchange with partial company match
Global career opportunities in a network of brands and businesses
Vacation, Personal, and Sick time accrual rates vary for full‑time or part‑time status; recognized holidays are paid or holiday pay rate as required
Location Boston, MA
Compensation For this position, we anticipate offering an annual salary of $85,000 plus incentives. Base salary is dependent on relevant factors, including experience, geographic location, and job requirements.
Equal Opportunity & Accessibility Our number one philosophy? Our people. Flight Centre 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 by contacting our Recruitment Team at careers@us.flightcentre.com.
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