Regional Account Manager ( Latin America)
FCM 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.
To learn more about FCM please click HERE
About The Opportunity
- This spscific role of Regional Account Managemer is designed to manage the relationship between FCM Travel Solutions and clients.
- FCM OBW Experts are designed to lead by demonstrated performance within the business and be experts within all facets of their AM role.
- The provision of these travel programs will be in accordance with the global and/or regional agreement. The strategic intent of these programs will be to provide consolidation, which in turn delivers savings through spend leverage, tightened program control and consistent operational services.
Client programs will be built on agreed global and regional requirements whilst taking into consideration local market diversities.
Key Responsibilities
• OBW Expert to conduct regular reviews with (region) based FCM Partner Account Managers (AM’s)
o Ensure areas of required training for the role, business acumen and FCM product suite are undertaken by AM.
o Ensure organic growth is encouraged and streamlined within the region. Use lighthouse to track and monitor.
o Ensure retention of client is achieved within contract and matters escalated where clients are at risk.
o All Partner Account Managers performance to be actively demonstrated by each AM, ie., monthly reports (as applicable), use of client handbooks, active business planning including local market recommendations, ownership fees & overdues, regular local client meetings, maintenance of client OBT, active management of client feedback, monitor of expenditure, local identification of growth/leakage
o All Partner Account Managers to encouraged to communicate up to the Multinational Account Managers
Escalate service issues that are serious in nature, in breech of contract or need additional support from Multinational Account Management teams
Escalate requests from clients which are outside the clients service agreement and contract
Escalate matters where interpretation of client policies, process, suppliers or technology structure is unclear
Provide quarterly client updates to the nominated client Multinational Account Management team.
o Guide AM’s to access online libraries in Lighthouse and the FCM Global Extranet and access current documents and templates as required.
• Provide input into FCM’s Account Management global procedures through; monitoring competitive activity across the industry, requirements of our FCM partners and requirements of our clients.
• OBW Expert to engage with:
o FCM Multinaltional Account Manager and the Network Leader(s)-(Region) and provide feedback of local market FCM partner performance in managing FCM clients, escalate matters that are have not been resolved at the account management level
• Develop and execute a multinational business plan, detailing objectives, strategies and measurable targets, deploy with each local Account Manager.
• In partnership with local country FCM Account Managers complete a regular assessment of the client travel program in relation to the business plan.
o Direct Savings - Review opportunities and cost benefits for supplier contracts. Ensure local country supplier contracts are benchmarked and assistance provided to local/regional client during contract supplier negotiations.
o Indirect Savings - Review booking and expense management procedures and ensure consistency and efficiency across the region. Provide recommendations on suggested changes.
o Prescribe results on savings and maintain across the region.
• Drive client compliance and growth with directly procured products and services from FCM; air, hotel, car, rail, ground transport, insurance and VIP Services. Ensure client exposure to secondary products and services; expense management solutions, MIR, accounts payable solutions (billing platforms), hotel programs, travel booking procedures (online technology) and event management (CIEvents).
• Using the Service Level Agreement work with local country FCM Account Managers and Operational teams to drive a common service delivery for the client. Ensure consistent interpretation and administration of travel policy, utilisation of negotiated supplier deals and implementation of business plan to drive client goals. FCM are encouraged to share best practice and develop areas of program growth which benefit both parties.
• Responsible for the multinational client implementation plan, working with each local country Account Manager to deliver a successful local country program. Implementation will include the coordination of all departments and function groups (ie., Online Booking Tools, Global Reporting, Operations, Products, Sales, Change Management & Communication, Credit/Payments)
• Working with local country FCM Account Managers provide assistance to the client for local, multi-market and/or global supplier agreements such as airlines, car rental, insurance. The procurement of hotel programs should be managed by the FCM Hotel Product team.
• Ability to prepare annual Airline Opportunity Analysis for client(s)
• Ability to conduct annual Travel Policy Opportunity analysis and assessment including benchmarking to like clients.
• Provides recommendations to clients on strategic direction of program in respect to booking, payment settlement and compliance benchmarked to like clients.
• Maintain a central reference source file for the Operational and Account Management teams managing regional clients. The file will contain client policies, specific forms and templates, procedures and client negotiated supplier information which FCM countries use in order to deliver consistent travel services.
• Maintain accurate and up to date client information in FCM Lighthouse. Ensure all company hierarchy, client contacts, business important communications, contracts, monthly, quarterly and annual reporting and reviews are recorded in the account record. All time on events and tasks to be recorded against the client profile.
• Represent the client within FCM communicating required matters of contractual delivery.
• Be the first point of contact for the client’s multinational Travel Manager and all relative client keystakeholder(s) at the country level.
• Using the FCM MIR tools, provide formal reviews of the client’s travel program including analysis, commentary and recommendations pertinent to the client, their business plan and local supplier tactics. All reviews will include industry trends, by market and region as required. Reviews will be delivered on a maximum quarterly basis(or per the client segmentation) in a format and manner as agreed in the Service Level Agreement.
• MAM to develop and maintain multi level client relationships.
• Control the account management budget as set for the identified client portfolio. Actively work to recover all costs.
• Quarterly provision and detailed analysis of client generated income for multinational account management services:
o Correct accumulation of Multinational Account Management Fees, including the monitoring of time allocated to the client (measured via time entered into FCM Lighthouse)
o Correct on-charge of additional fees to clients such as; additional hours worked, ad hoc reporting, hotel programs, other as agreed with client. etc.
• Work regularly with FCM Multinational Sales Leaders on new and existing business opportunities.
• Be active and contribute at team meetings and regional meetings.
• Provide input into FCM’s one best way through monitoring competitive activity in the home and regional markets.
Experience & Qualifications
- Fluent in English , Portuguese desireble
- Bachelors Degree in Management
- + 5 years experience in Account Management LATAM Markets
Work 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 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 evolve
- We back our people all the way: We are strongly committed to supporting every single employee in their professional and personal development.
- Giving Back: Proud Corporate Social Responsibility program supporting nominated charities through volunteering and fundraising.
Benefits Include:
- Generous paid time off policy - including 40% Vacation Bonus and 30 day Christmas Bonus
- Travel perks/discounts
- Health & Wellness Programs
- National/International Award Nights and Conferences
- Medical Expense Insurance
- Life Insurance Coverage as per Company Policy
- Social Security Benefits (IMSS), Retirement Savings (SAR), and Housing Fund (INFONAVIT)
- Food Vouchers Equivalent to 5% of Gross Monthly Salary
- Participation in the Company Pension Plan
- Global career opportunities in a network of brands and businesses
ADD LINKEDIN HASHTAGS (white font)
Location – Mexico City - Argentina
If this sounds like the opportunity you have been waiting for then APPLY NOW.
EXTERNAL POSTINGS ONLY - We thank all candidates for their interest; however, only those selected to continue in the process will be contacted.
INTERNAL POSTINGS ONLY - Before applying to any internal position you must have been with the company or your current role for a minimum of 6 - 12 months and notify your leader prior to applying.
Our number one philosophy? 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 truly reflects the diversity of our society.
We are committed to providing a barrier-free pathway throughout our recruitment process. We welcome accommodation requests to 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 recursoshumanos@flightcentre.com.mx
