Global Change Manager, M&E - London, Uk

Readiness, Adoption & Sustainment

• Assess change readiness in each market ahead of go-live using the Ready, Willing, Able framework — flag, escalate and address gaps before they become go-live risks.
• Measure business readiness vs. activity — building in indicators that show whether people are genuinely prepared rather than simply informed (readiness self-assessments, pulse surveys, sentiment feedback from local change champions).
• Define and track adoption metrics, sentiment indicators and behavioural success measures across the programme.
• Support hypercare and post-go-live sustainment activities — ensuring change is embedded, not just delivered.
• Apply lessons learned from each market to strengthen the future change approach

Training & Capability Building

• Partner with L&D resources (global and local) to design and coordinate training that supports adoption of the new technology, processes and ways of working.
• Coordinate with Deployment to align training delivery to market sequencing and go-live windows.
• Build a sustainable capability uplift approach so adoption continues post go-live and isn't dependent on intensive change support to sustain.
• Connect M&E SOM training assets into the wider FCTG learning ecosystem as needed.

Deployment-in-a-Box Toolkit

• Lead the design and delivery of the M&E SOM "deployment-in-a-box" change toolkit as a flagship early-phase deliverable — a turnkey enablement package that any deployment (M&E-led, Deployment-led, or MBO-led) can pick up and execute against.
• Build out the foundation layer: change architecture, learning ecosystem, communications toolkit, product stewardship, and deployment readiness assets.
• Ensure the toolkit blueprint flexes for AU's Procim transition (purpose-built scaffolding) and Asia's market-specific nuance and 'why'.
• Govern toolkit maintenance and continuous improvement as the programme progresses and market lessons feed back in.

Change Impact & Readiness Assessment

• Conduct change impact assessments across all in-scope markets — completed at programme level early on, then refined at market level ahead of each deployment.
• Build and maintain stakeholder matrices, sentiment trackers, readiness indicators and resistance maps across the programme.
• Use assessment outputs to shape leader enablement, communications and training plans — and to inform delivery sequencing decisions where relevant.

Communications & Engagement Delivery

• Develop programme-level communications frameworks — message frameworks by audience and market archetype, launch playbooks, FAQ and objection-handling scripts for leaders.
• Partner with local comms, marketing and brand resources to bring market-specific assets to life — global framework, local voice.
• Manage two-way engagement: feedback loops, sentiment capture, listening forums — ensuring resistance and concerns surface early and are addressed at the right level.

Training Coordination

• Partner with L&D to define training needs and design learning solutions appropriate to each user group, deployment mode and market.
• Coordinate training delivery against deployment sequencing — making sure markets are trained at the right point in their go-live journey.
• Capture training effectiveness and adoption feedback, feeding it back into continuous improvement of the toolkit and approach.

Reporting, Coaching & Community Contribution

• Manage the input, collation and output of change management reporting across the programme — giving leadership clear visibility of readiness, sentiment, adoption and risk.
• Coach M&E leaders and delivery team members on change practice, building organisational change capability that outlasts the programme.
• Collaborate actively within the FCTG Change Community of Practice — sharing tools, lessons learned, and contributing to the digitalisation of change IP across the global change function.

What We're Looking For

• Right attitude, right aptitude, FCTG knowledge — that's the brief. Deep knowledge of M&E or wider FCTG is genuinely more valuable to us here than a polished change CV.
• Strong familiarity with how M&E or FCTG operates — internal stakeholders, structure, ways of working, brand and culture — essential.
• Demonstrated experience contributing to or leading change activity on technology or transformation projects (within FCTG or comparable global business) beneficial.
• Working understanding of structured change methodology and frameworks (FCTG Change Framework / Ready, Willing, Able preferred; Prosci, ADKAR or equivalent welcomed).
• Excellent stakeholder management skills — able to build trust and influence across seniority levels and regional cultures without formal authority.
• Strong communication craft — clear writer, able to design engaging communications assets, and adapt tone to different audiences.
• Comfortable operating in a fast-paced, lean, entrepreneurial environment where change activity needs to land at the pace of delivery.
• Curiosity, adaptability, and willingness to step boldly into new spaces.
• Experience working across multiple time zones and regional cultures advantageous.
• Travel, events or hospitality sector experience welcome but not essential.
• Tertiary qualification or certification in Organisational Change Management, Project Management, Marketing, Communications or a related discipline desirable but not essential.
• Prosci, ADKAR, APMG Change Management or equivalent change certification beneficial.
• Familiarity with the FCTG Change Framework is a significant advantage.

What's in it for you

• Exclusive Travel Discounts: As part of Flight Centre Travel Group, you gain access to exclusive industry rates and discounts through our in-house travel team.
• Career Development: With Flight Centre Travel Group’s global presence, spanning 30+ brands in over 20 countries, you’ll have clear career pathways and the resources you need to achieve your professional goals, including training and support.
• Vibrant Culture & industry-renowned social events: Experience our fun, industry-renowned culture with exciting social events such as monthly awards nights, global conferences, end-of-financial-year balls, and more.
• Active Hour: Prioritise your well-being with an hour dedicated each week to focus on your fitness or personal wellness.
• Comprehensive Health Cash Plan: Get reimbursed for a variety of medical services, including dental, optical, and chiropractic care, with our bronze-level health cash plan.
• Health & Wellbeing Challenges: Stay engaged with monthly health and wellbeing challenges designed to keep you motivated and healthy.
• Financial Wellbeing Support: Access expert financial services, including mortgage advice, regulated financial guidance, and money coaching to help