FCM Travel appoints Jo Lloyd as Chief Customer Officer.

Jo Lloyd has been appointed to the newly created Chief Customer Officer post at FCM Travel as the company increases its emphasis on providing consistent service to global enterprise clients across regions.

Lloyd’s current responsibilities as Global Head of Account Management and FCM Consulting are expanded by the new role. The company’s worldwide customer strategy will be shaped and led by Lloyd, who will report directly to Melissa Elf, worldwide Managing Director, FCM, making sure that the customer viewpoint continues to be at the center of strategic decision-making.

“Our customers are evolving; they expect us to show up on a truly global level, bring the right product mix and sharper solutions to the table, and help them get real traction on the change they’re trying to drive in their businesses. This appointment strengthens our current strengths and enables us all to work together to tackle more challenging issues and provide value,” stated Melissa Elf, Global Managing Director, FCM.

Jo will continue to oversee Account Management and FCM Consulting under a single, cohesive vision in her new position, where she will be responsible for the whole client lifecycle, including health, retention, growth, and value realisation. She will approach customer demands from a more comprehensive program management perspective, assisting them in anticipating the technological, service, and content challenges that are changing travel from artificial intelligence to increasingly complicated supplier and content ecosystems and transforming consumer knowledge into proactive action.

Jo offers a wealth of expertise in strategic account leadership, consulting, and customer management to the position. Having worked in corporate travel her whole career, she honed her skills over the course of more than 15 years in a travel management business setting, emerging as a pioneer in preferred supplier managed programs before assuming consultancy positions. Since joining FCM Travel in 2021, Jo has contributed to the development of FCM Consulting as a market leader and influenced the way the business provides value to its clients.

Jo Lloyd, Chief Customer Officer of FCM Travel stated, “Customers want more than a supplier, they want a partner who understands their business, wherever they operate. Connecting the dots across FCM internationally to provide our clients with consistency, ownership, and genuine value is precisely what this function entails. Corporate travel is rapidly evolving, and many of our clients are having to make really difficult decisions about their future. Building on the solid foundations we already have in FCM Consulting and Account Management, I’m thrilled to assist our clients in making confident decisions and embracing the future of business travel.”