The newly created role reflects an evolution of Jo’s current remit as Global Head of Account Management and FCM Consulting, and FCM’s continued focus on ensuring customer needs and perspectives remain central to how the business grows. Reporting directly to Melissa Elf, Global Managing Director of FCM, Jo will shape and lead FCM’s global customer strategy, championing the customer perspective in 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,” said Melissa Elf, Global Managing Director, FCM. “This appointment builds on the strength we already have, while helping all of us solve harder problems and deliver value, together.”
In the role, Jo will own the end-to-end customer lifecycle – spanning health, retention, growth and value realisation – and will continue to lead Account Management and FCM Consulting under one unified vision. She will take a broader programme management view of customer needs, helping them to get ahead of the technology, service and content complexities reshaping travel – from AI to increasingly intricate supplier and content ecosystems – and turning customer insight into proactive action.
Jo brings extensive experience in customer management, consulting and strategic account leadership to the role. Having spent her entire career in corporate travel, she developed her expertise over more than 15 years within a travel management company environment, becoming an innovator in preferred supplier managed programmes, before taking on consulting roles. Jo joined FCM Travel in 2021 and has since helped build FCM Consulting into a market differentiator and shaped how the company delivers customer value.
“Customers want more than a supplier – they want a partner who understands their business, wherever they operate,” said Jo Lloyd, Chief Customer Officer.
“That’s exactly what this role is about – connecting the dots across FCM globally so our customers get consistency, ownership and real value. Corporate travel is changing fast, and many of our customers are facing genuinely difficult choices about how they move forward. I’m excited to build on the strong foundations we already have across FCM Consulting and Account Management, helping our customers navigate those decisions with confidence and embrace the future of corporate travel.”
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