FCM Travel Expands Customer Focus With Strategic Chief Customer Officer Appointment Across Global Markets

Written By: Ricky Acharjee

Ricky Acharjee

I am travel writer at Travel And Tour World with 3 years of experience covering global tourism, aviation, hospitality, and destination news. Dedicated to accurate reporting and compelling storytelling, Ricky explores the trends, innovations, and developments shaping the international travel industry while delivering engaging insights for travellers and industry professionals.

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August 13, 2026 4:45 PM

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FCM Travel has introduced a new Chief Customer Officer position as part of its ongoing efforts to enhance customer experience and provide more seamless, consistent support to global enterprise clients across markets.

The company has appointed Jo Lloyd to the newly established role, expanding her existing responsibilities as Global Head of Account Management and FCM Consulting. The appointment highlights FCM’s continued commitment to placing customer expectations and insights at the centre of its growth strategy and business decisions.

Reporting to Melissa Elf, Global Managing Director of FCM, Jo Lloyd will be responsible for developing and driving the company’s global customer strategy. In her new position, she will represent the customer perspective in key strategic initiatives while strengthening relationships and ensuring FCM continues to deliver connected, high-quality experiences for clients worldwide.

“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 this position, Jo will oversee the complete customer journey, focusing on customer health, retention, business growth and long-term value delivery. She will continue to lead both Account Management and FCM Consulting under a single strategic direction, while taking a wider programme leadership approach to understand and address evolving customer requirements. Her role will involve helping clients navigate the growing complexities of travel technology, service models and supplier content ecosystems, including emerging innovations such as artificial intelligence, while transforming customer insights into proactive solutions and measurable outcomes.

Jo brings significant expertise in customer engagement, consulting and strategic account management to her new role. With more than 15 years of experience in the corporate travel sector, she has built a strong background within travel management companies, where she became recognised for developing innovative preferred supplier management programmes before moving into consulting leadership roles. Since joining FCM Travel in 2021, Jo has played a key role in expanding FCM Consulting, strengthening its market position and shaping the company’s approach to delivering greater customer value through strategic partnerships and tailored solutions.

“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.”