Global travel management company FCM Travel has named Jo Lloyd as its new chief customer officer (CCO), creating a dedicated CCO role to streamline service delivery for its enterprise corporate clients worldwide.
The move unifies FCM’s account management and consulting divisions under a single CCO function, designed to champion client interests as businesses navigate complex travel tech, rapid AI integration, and shifting supplier dynamics.
Reporting directly to FCM global managing director Melissa Elf, Lloyd will oversee the end-to-end client lifecycle – focusing on customer health, retention, global expansion, and long-term value realisation.
Lloyd joined FCM Travel in 2021 as global head of account management and FCM Consulting after more than 15 years in corporate travel management and independent consulting. In her expanded capacity, she will focus on turning client feedback into proactive strategies, helping corporate clients manage increasingly intricate industry ecosystems and technology.
