FCM Travel today announced the creation of a new Chief Customer Officer role, appointing Jo Lloyd to the position, as it continues to strengthen how it delivers seamless, consistent service to global enterprise clients across regions.

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.

The newly created role reflects an evolution of Jo’s current remit as Global Head of Account 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. This appointment builds on the strength we already have, while helping all of us solve harder problems and deliver value, together.” 

– Melissa Elf, Global Managing Director, FCM Travel

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. 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.”

– Jo Lloyd, Chief Customer Officer, FCM Travel 

“Congratulations to Jo on the new role. Her belief in keeping the customer at the centre of every decision resonates strongly with us in South Africa, where our clients are navigating the same shifts around AI, supplier complexity and duty of care. This role gives them the reassurance of a truly global standard, delivered with the local knowledge and personal service our teams are known for.”

–  Mummy Mafojane, General Manager, FCM Travel South Africa

About FCM Travel

FCM is one of the world’s largest travel management companies and a trusted partner for thousands of national and multi-national organisations, including many household brands, Fortune, and FTSE 100 companies. With a 24/7 reach in 95 countries, FCM’s agile and flexible technology anticipates and solves client needs supported by expert teams who provide in-depth local knowledge and duty of care as part of the ultimate personalised business travel experience. 

As the flagship corporate travel arm of Flight Centre Travel Group, FCM is able to deliver some of the most competitive rates, unique added-value benefits, and exclusive solutions for its clients to support their business travel requirements. A recognised leader in the travel tech space, the company has debuted several proprietary client solutions over the last 12 months including a new omnichannel platform featuring a “first of its kind” customised end-to-end user experience and FCM Booking, an innovative option to traditional OBTs.  

Alongside its travel management services, the company provides specialist services through FCM Consulting and FCM Meetings & Events to service broader needs of clients. Discover the alternative at www.fcmtravel.com 

JOHANNESBURG – Global travel management company FCM has appointed Lance Nkwe as Business Leader for FCM Meetings & Events South Africa, responding to unprecedented demand from organisations seeking more sophisticated ways to plan and deliver business events.

The appointment comes as South Africa’s profile as a global MICE destination (meetings, incentives, conferences and exhibitions) continues to rise, particularly after hosting high-calibre events like the G20.

South African organisations are prioritising meetings and events more than ever – whether hosting them locally or across the globe – while international companies increasingly recognise the country’s unique creative capabilities and world-class event infrastructure.

Nkwe brings extensive experience in new market development, having previously led marketing for both FCM and Corporate Traveller. His entertainment industry experience brings a unique creative perspective to business events.

“I see enormous potential to help South African businesses deliver exceptional events anywhere in the world,” said Nkwe. “There’s a creative edge that South Africa offers globally that’s become incredibly important. From Amapiano’s global success to our emerging entertainment scene, we can showcase uniquely South African experiences whilst ensuring every event leaves something meaningful behind.”

For Nkwe, companies require better technology, sustainable choices, and more engaging event solutions alongside visibility, cost control and seamless execution. FCM’s new meetings and events division addresses a clear market gap where traditional providers offer basic group travel without comprehensive event expertise.

“We’re seeing massive demand from local corporates expanding across Africa, plus international companies recognising South Africa’s potential and capabilities,” Nkwe explained. “The opportunity lies in bringing travel, meetings, events and technology together seamlessly, something the market is crying out for.”

FCM’s approach combines integrated technology platforms with end-to-end event management, delivering everything from Cvent-powered registration and event marketing tools through to onsite coordination, self-booking for larger groups, consolidated reporting and analytics across all events, and feedback tools to capture attendee sentiment.

The division targets both South African companies organising events regionally and overseas, as well as international organisations bringing events to South Africa, positioning the country as both a destination and gateway to broader African markets.

“We want every client to experience something authentically South African,” Nkwe said. “Our role is to create genuine social impact, not just ticking sustainability boxes, but leaving something tangible behind that showcases what makes South Africa special.”

FCM Meetings & Events supports clients through the whole event cycle, delivering exceptional events, incentive experiences, roadshows and corporate conferences with full budget visibility and control. Key services include strategic event planning, venue sourcing, technology integration, onsite coordination and comprehensive analysis, all delivered through a single point of contact.

The new division officially launched in April 2025. Now at the helm, Nkwe is excited to build relationships within FCM’s global network, explore new market opportunities, and engage with both prospective clients and existing corporate customers seeking expanded event capabilities.

**ends**

For more information about FCM Travel call Sonnette Fourie on 081 072 2869 or email sonnette@bigambitions.co.za.

About FCM Travel:

FCM Travel, the flagship corporate travel brand at Flight Centre Travel Group (FCTG), is the business travel partner of choice for large national, multinational and global corporations. We are an award-winning global corporate travel management company ranking as one of the top five by size around the world. We operate a global network which spans more than 100 countries, employing over 6000 people.

FCM are transforming the business of travel through our empowered and accountable people who deliver 24/7 service and are available either online or offline. Leveraging FCM’s negotiating strength and supplier relationships in conjunction with our tailored business travel programs, our expertise delivers more for our clients where it matters most to them.

Visit us at www.fcmtravel.co.za

Issued by: Big Ambitions

Contact: Lori Cohen

Tel: +27 79 641 4965

Email: Lori@bigambitions.co.za