Global Account Management Leader – Travel Programs

Traveltechessentialist; Pennsylvania; On-site; USD 168,000 - 220,000; Full time

Benefits offered by this job

Health benefits

Travel perks/discounts

Paid Time Off

401k program

Job summary

FCM is seeking a strategic Head of Global Account Management to lead and evolve our global account management function from Philadelphia, PA. This senior role shapes strategy, develops high-performing teams, and delivers exceptional outcomes for customers worldwide.

Reporting to the Chief Customer Officer, you will align with regional leaders, drive commercial performance, and oversee governance, pricing, renewals, and analytics across portfolios.

Qualifications

• Minimum 12+ years of progressive Account Management experience within a Travel Management Company (TMC) or similarly complex B2B services
• Demonstrated success leading geographically dispersed account management teams
• Bachelor's degree in Business/Finance/Hospitality; MBA preferred
• Deep knowledge of TMC operations, market trends, and competitive landscape
• Strong financial and commercial analysis capability
• Knowledge of travel technology including NDC, OBT, and AI applications within travel
• Ability to travel globally in support of FCM's worldwide customer base and operations

Responsibilities

• Lead the development and execution of the global account management strategy aligned to FCM priorities and OKRs
• Partner with the Global Account Management SWOT team to ensure strategic initiatives are delivered consistently across all regions
• Define and communicate clear account management roles, responsibilities, KPIs, and performance standards
• Lead the global account management discipline while championing FCTG values and philosophies
• Deliver global communications, updates, and town halls for the account management community
• Serve as an escalation point for customer issues and drive effective service recovery and resolution
• Develop customer segmentation frameworks and multi-level relationship strategies for key clients
• Build and strengthen executive-level customer relationships, including engagement with C-suite stakeholders
• Ensure commercial goals are established, tracked, and achieved across customer portfolios
• Oversee account management pricing strategies for bids and existing customer agreements
• Drive consistency in renewals, retention strategies, and lost-business reporting
• Develop and enhance account management reporting, scorecards, and performance analytics
• Partner with finance teams to improve commercial governance, contract management, and profitability tracking
• Lead innovation and process optimization initiatives leveraging AI, automation, and technology
• Partner on the implementation of the global "One Best Way" customer management framework
• Drive capability building, industry knowledge, and professional development across the global account management team
• Collaborate with Sales, Consulting, Product, Finance, and Customer teams to improve customer and business outcomes
• 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

Skills

Account Management

Leadership

Strategic Planning

Stakeholder Management

Data Analytics

Travel Technology Knowledge

Education

Bachelor's degree in Business/Finance/Hospitality

MBA preferred

Tools

NDC

OBT

AI in Travel

Job description

FCM is seeking a strategic Head of Global Account Management to lead and evolve our global account management function from Philadelphia, PA. This senior role shapes strategy, develops high-performing teams, and delivers exceptional outcomes for customers worldwide.

Reporting to the Chief Customer Officer, you will align with regional leaders, drive commercial performance, and oversee governance, pricing, renewals, and analytics across portfolios.