Director - Customer Sucess

FCM is one of the world’s largest travel management companies and a trusted partner for nationals and multinational companies. With a 24/7 reach in 97 countries, FCM’s flexible technology anticipates and solves client needs, supported by experts who provide in-depth local knowledge and duty of care as part of the ultimate personalised business travel experience. As part of the ASX-listed Flight Centre Travel Group, FCM delivers the best market-wide rates, unique added-value benefits, and exclusive solutions. A leader in the travel tech space, FCM has proprietary client solutions. FCM provides specialist services via FCM Consulting and FCM Meetings & Events.

About The Opportunity

FCM Asia is an Equal Opportunity Employer searching for talented, driven people who have a desire to build a rewarding career in a company that loves to celebrate your success! We work in a team work environment where we maintain a favourable working relationship with co-workers in all departments to foster a culture of trust and mutual respect.

By joining the team, you'll discover first hand why we're recognised around the world as an outstanding employer. In addition, our company founder strongly believes the success of our business relies on the success of our people.

Key duties & responsibilities:

• Develop and execute a comprehensive customer success strategy to drive adoption, retention, and expansion of our product/service offerings.
• Build strong relationships with key stakeholders, including executives, to understand customer needs and align strategies to deliver value.
• Advocate for customers internally, championing their feedback and insights to inform product roadmap decisions and enhance overall customer satisfaction.
• Develop and implement customer success processes, workflows, and best practices to scale operations and drive efficiency.
• Develop and implement a comprehensive quality management system (QMS) to ensure compliance with regulatory standards and industry best practices.
• Establish and maintain quality assurance processes and procedures to monitor and evaluate product/service quality throughout the product lifecycle.
• Lead the development and implementation of quality metrics and key performance indicators (KPIs) to measure and track quality performance and drive improvement initiatives.
• Conduct internal audits and assessments to identify areas for improvement and ensure compliance with regulatory requirements
• Provide guidance and support to ensure that quality and compliance requirements are integrated into processes.
• Stay current on regulatory changes and industry trends, and communicate updates and implications to relevant stakeholders.

Lead investigations and root cause analysis for quality incidents or non-conformances, and implement corrective and preventive actions (CAPAs) as necessary.

We’d love to hear from you if you have...

Are you ready to elevate your career in travel management? Apply with FCM today!

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