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FCM - Customer Implementation Manager - Canada

2 weeks ago

Toronto, Ontario, Canada Flight Centre Careers Full time

Customer Implementation Manager

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.

Established in June 2004, FCM has been named World's Best Travel Management Company for eight years running at the World Travel Awards.

To learn more about FCM please click HERE

About The Opportunity

To implement and support National and Multi-National customers for FCM. As part of this job role you will be implementing clients following our standard Implementation processes, supporting on calls, monitoring the time management of the implementation and raising any potential risks that could affect the project.

You will also be responsible for liaising on MNC implementations for your region and supporting those clients on their online tools. You need to be a confident multi-tasker, be pro-active as well as a team player with a sound understanding of the implementation process and our systems.

Key Responsibilities

  • Deliver consistently excellent experience to customers, both internal and external on each project
  • Confident in communicating both internally with colleagues and externally with clients to drive the implementation process
  • Clearly identify risk items in line with our DEFCON methodology and ensure leadership have visibility for appropriate action/mitigation
  • Implementation management to include but not be limited too, calls, documentation, Statement of Work and time management
  • Proactive nature in obtaining all information required for the project
  • Work to agreed / target timelines and ensure projects continue to progress
  • Manage timelines and project status of these clients via our internal project management tool
  • Consistently follows the One Best Way systems, processes and minimum standards as defined and agreed on by the global Implementation leadership team
  • Able to confidently manage any project stakeholders and ensure adherence to FCM implementation standards

Experience & Qualifications

  • Meeting implementation deadlines and overcoming obstacles
  • Co-ordinate multiple projects and focuses concurrently
  • Think outside the box, deliver exceptional customer service to our new clients throughout the implementation process
  • Must respect individuals in the corporate team and work as part of that team.
  • Minimum 2 years' experience at Flight Centre or 2 years' Implementation Manager or similar role for external candidates.
  • A comprehensive understanding of implementation processes
  • Online Booking Tool knowledge
  • Proven success in previous roles
  • Able to communicate effectively both verbally and in writing to customers and staff in all areas and at all levels of the company.
  • Understand business decisions and seek solutions to challenges as they arise.
  • Motivated and focused to achieve individual, team and company goals
  • Occasional travel may be required
  • Adaptable due to working with the Business changing priorities
  • Ad-hoc duties may be required which require flexibility with working hours and place of work due to Company growth plans

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 initiatives like Diversity Day (paid leave to observe a holiday or cultural celebration of your choice) 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: Our Corporate Social Responsibility program supports nominated charities through volunteering and fundraising, complemented by our Office Environmental Program, LEED Gold-certified office spaces, and 1 paid Volunteer Day per calendar year.

Benefits Include:

  • Generous paid time off policy
  • Travel perks/discounts
  • Health & Wellness Programs and Employee Financial Wellness Services
  • National/International Award Nights and Conferences
  • Group benefits including extended health care, dental and vision, gender affirming care, fertility care
  • Insurance including life, AD&D, critical illness, long term disability
  • Employee Assistance Program
  • RRSP/RPP with matching
  • Tuition Reimbursement Program
  • Employee Share Plan – Ability to purchase company stock on Australian Stock Exchange with partial company match, subject to terms and conditions
  • Global career opportunities in a network of brands and businesses

Location – Toronto, Canada 

If this sounds like the opportunity you have been waiting for then APPLY NOW.

Have questions about this opportunity? Reach out to our recruitment team at  

For this position, we anticipate offering an annual salary of $90,000. Base salary is dependent on relevant factors, including experience, geographic location, and job requirements.

This posting reflects an active vacancy that we are currently seeking to fill.

As part of our recruitment process, AI tools may assist in the screening and assessment of applications. Final hiring decisions are made by our recruitment team and hiring managers.

Before applying to any internal position you must have been with the company or your current role for a minimum of 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

Travel Weekly Magellan Awards: Silver Winner (2023)
GBTA WINiT Top 50 Award Recipients (2018–2025)
CHHR: 5-Star DE&I Employer (2023, 2024)
Seramount, FCTG Mexico: Member of the Global Inclusion Index (2023–25)
Newsweek: America's Greatest Workplaces for Diversity (2024)
Benefits Canada: Health/Wellness Program and Mental Health Program (2023, 2025)
OutThere Awards: Inclusive Travel Finalist (2025)
Canadian HR Awards: Excellence in Diversity and Inclusion Awardee (2025)