FCM Travel has announced the appointment of Jo Lloyd as its first Chief Customer Officer, a role designed to enhance the company's customer experience for enterprise clients globally. This strategic move aims to unify account management, consulting, and customer strategy under a single vision, reflecting the increasing complexity of business travel.

Jo Lloyd, who previously served as Global Head of Account Management and FCM Consulting, will report directly to Melissa Elf, Global Managing Director of FCM. Lloyd's new role will involve shaping FCM's global customer strategy and ensuring that customer perspectives are central to the company's growth. "Our customers are evolving—they expect us to show up on a truly global level," said Elf, emphasising the importance of delivering value and solving complex problems collaboratively.

In her new position, Lloyd will oversee the entire customer lifecycle, focusing on health, retention, growth, and value realisation. She will continue to lead Account Management and FCM Consulting, aiming to turn customer insights into proactive actions. Lloyd's extensive experience in corporate travel spans over 15 years, during which she has been recognised as an innovator in preferred supplier managed programmes.

Lloyd expressed her enthusiasm for the role, stating, "Customers want more than a supplier—they want a partner who understands their business, wherever they operate." She aims to provide consistency and real value to FCM's clients, helping them navigate the rapidly changing landscape of corporate travel with confidence.

This appointment marks a significant step in FCM's commitment to delivering a seamless and consistent service to its global enterprise clients

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