FCM appoints new Customer Experience Leader

FCM team at work 3
Media Releases 27 Apr 2016

FCM Travel Solutions today announced the appointment of a new role in their Australian business, responsible for customer experience excellence delivery across the organisation.

John Lewis, former Director of Sales and Marketing at Complete Business Travel and General Manager of CTM New Zealand has been appointed to the role for FCM Australia.

John has led an extensive career in corporate travel and has a wealth of experience, having started his career as a domestic travel consultant. Over the course of his career, John has worked across a range of roles and disciplines at Complete Business Travel and Corporate Travel Management.

In his new role John will be responsible for driving delivery and optimisation of FCM's fast evolving travel technology product suite; enriching the client implementation business; improving productivity in the FCM business and a detailed focus on service delivery to ensure customers are delighted with every interaction, across all service platforms.

General Manager for FCM Australia, James Kavanagh, said of the position that the investment in the customer experience was not only important – but necessary – with the changing landscape of corporate travel and rising voice of the traveller who requires a high degree of personalisation in the managed travel arena.

"At FCM we have always considered ourselves a customer-focussed organisation, as demonstrated through our customer value propositions which are all centred around what we do for our customers," he said.

"This new appointment recognises the shift in procurement buying decisions that are increasingly based on service quality delivered to travellers and travel bookers."

"For us it was a logical step to appoint this senior leadership role for customer excellence to demonstrate both externally and internally our focus on customer service and delivery of our value proposition to our clients," said James.