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IN BRIEF
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FCM Travel France entrusts the management of its French operations to Christelle Viana, who is now responsible for leading all operational teams in the country from Bordeaux. Her main mission: to ensure the quality and efficiency of the service provided to clients, orchestrate team coordination, optimize processes, accelerate the adoption of FCM’s technological innovations, and implement concrete actions to enhance satisfaction and loyalty.
Located in Bordeaux, Christelle Viana now supervises the entirety of the operational framework of FCM Travel in France. Her scope covers the daily performance of services, team engagement, and continuous improvement of customer journeys, with a clear objective: to provide a consistent, reliable, and high-performing experience across the entire territory.
This change in operational governance is part of a dynamic of growth for FCM in France. The organization is strengthening its foundations to accommodate increasing volumes, improve responsiveness, and standardize best practices nationwide, benefiting travelers and procurement decision-makers.
A national management rooted in Bordeaux
From her hub in Bordeaux, the new head of operations coordinates French activities with a local approach: aligning teams, harmonizing methods, and systematically measuring performance. The goal is twofold: to ensure service quality and secure operational efficiency in a context of more complex demands and shorter response times.
This location also facilitates smoother exchanges between central services, agencies, and dedicated client account teams, enhancing the coherence of processes and execution capacity throughout the network.
A roadmap focused on customer excellence and innovation
The mission of Christelle Viana revolves around four axes: better team coordination, end-to-end process optimization, accelerated integration of FCM’s technological innovations, and the deployment of initiatives aimed at satisfaction and customer loyalty.
In practical terms, this translates into the standardization of operational journeys, automation of low-value tasks, dissemination of FCM’s proprietary tools, and implementation of performance indicators focused on user experience. The challenge: to reduce friction, ensure reliable timelines, and personalize support based on the expectations of business travelers and procurement departments.
A strong background: from TUI France to FCM
Before joining FCM Travel, Christelle Viana spent nearly 18 years at TUI France. There, she notably held the position of Store Manager, overseeing business development, operational management, and team leadership. This experience, at the intersection of fieldwork and strategy, gives her a keen understanding of performance, transformation, and customer service challenges, essential for managing a multi-site operational organization.
Her hybrid profile—result-oriented, quality-focused, and management-driven—provides a solid foundation to accelerate continuous improvement initiatives and align teams around common, measurable, and shared objectives.
A strategic choice to support FCM’s growth
From the management perspective, this appointment fits within the trajectory of FCM Travel France: consolidating the internal organization to support growth and enhance the company’s positioning among major players in business travel in France. For Christophe Hamonic, General Director of FCM France, entrusting operations to a recognized expert in team management and operational excellence is a decisive lever to accelerate the deployment of FCM standards and gain competitiveness.
This clarified governance also aims to improve the visibility of the system for clients and partners, while strengthening FCM’s capability to absorb spikes in activity and ensure end-to-end quality.
Operational priorities focused on results
In line with her roadmap, several priorities have been identified: strengthening the efficiency of processing chains, improving responsiveness to critical requests, developing ongoing training for teams, and encouraging the adoption of digital tools to serve customer service. All of this within a framework of rapid iteration, inter-team alignment, and shared objectives.
The establishment of continuous improvement rituals, feedback loops, and shared dashboards should allow for precise management of service commitments while maintaining a high level of personalization for each client account.
A promising market context for business travel
The appointment comes in a context of sustained recovery in business travel. Several signals confirm the momentum, with prospects for accelerated volume and value. A recent industry analysis even anticipates marked growth by 2026, driven by the redefinition of travel policies and the normalization of international travel; a trend detailed in this article: towards a strong progression of business travel by 2026.
In this context, the alignment between innovation, operational excellence, and customer experience constitutes a distinguishing factor. FCM’s approach, combining proprietary technologies and service excellence, positions the company to capture this momentum and meet the expectations of an increasingly demanding market.
