The new role is about giving global customers consistency, ownership and value: Jo Lloyd
FCM Travel has created a new role of chief customer officer with the appointment of Jo Lloyd to the position, expanding Lloyd’s existing remit as global head of account management and consulting.
Reporting to FCM global managing director Melissa Elf, she will oversee the customer lifecycle, including health, retention, growth and value realisation, while continuing to lead the company’s account management and consulting functions.
“Corporate travel is changing fast, and many of our customers are facing genuinely difficult choices about how they move forward,” Elf said.
Lloyd, in her new role, will “take a broader programme management view of customer needs, helping customers to get ahead of the technology, service and content complexities reshaping travel – from AI to increasingly intricate supplier and content ecosystems”.
The new role is also intended to help customer needs become more directly reflected in strategic decision-making, and to provide greater consistency for global enterprise clients.
“Customers want a partner who understands their business, wherever they operate,” said Lloyd said. “That’s exactly what this role is about – connecting the dots across FCM globally so our customers get consistency, ownership and real value.”
Lloyd brings more than 28 years of experience in corporate travel, spanning TMCs, airline sales, procurement and consulting. She spent more than 15 years as an independent consultant and founded Nina & Pinta Consulting in 2015, specialising in travel programme optimisation and sales effectiveness.
She joined FCM in 2021 as global account management & consulting director, following an agreement that integrated Nina & Pinta's consulting capabilities with FCM.
Lloyd has since led FCM's global account management and consulting activities, including work on supplier strategy, preferred supplier programmes and travel programme optimisation. FCM's current consulting materials continue to identify her as its global lead for account management and consulting.
The new CCO role brings those responsibilities under a broader customer-focused mandate, with Lloyd expected to turn customer insight into changes across FCM's technology, services and wider offering.