Jo Lloyd
FCM Travel has named Jo Lloyd, who leads account management and the consulting division at the travel management company, as chief customer officer, a newly created role that will unify those two duties.
In the role, Lloyd will be leading FCM's global customer strategy as a "senior executive in the business whose entire focus is the customer journey from end to end," Lloyd said. As such, she will be sitting in a layer above both account management and consulting.
"Whilst I don't have direct responsibility for products or for commercial or all of that stuff, I bring an executive customer lens to all of those conversations," she said. "Whatever decisions we're making as a business that's impacting the customer journey, that's something I can represent our customer in and make sure we're delivering and building things our customers need and want to use."
Lloyd reports to FCM managing director Melissa Elf in the role.
The vision, Lloyd said, is that account managers should also be "day-to-day consultants" for their clients, particularly as new complexities are arising in the value chain. That includes a changing content ecosystem, tighter financial security and determining how to embed AI technology, she said.
"I am finding that customers are asking different questions now," Lloyd said. "They're really talking about value, and what is a managed travel program actually delivering for my business, and how do I measure it?"
A longtime travel management veteran, Lloyd joined FCM in 2021 as the TMC integrated the consultancy Nina & Pinta, in which Lloyd was a partner, to bolster its own consultancy offerings. Since then, FCM said she has been instrumental in building FCM Consulting into a "market differentiator."