Experience

London COO Roundtable

• United Kingdom
• E-Learning Providers
• 1 - 100 Employee

• Community Member

  • Oct 2023 - Present

  London, England, United Kingdom



Railsr

• Financial Services
• 100 - 200 Employee

• Chief Operations Officer

  • Apr 2022 - Sep 2023

  London, England, United Kingdom Member of the Exco reporting to CEO. Accountable for customer lifecycle operations for our global customer base. Leading 15 global (APAC, US, EU/UK) functions and 00's FTE across Major Incident Management, Continuous Improvement Implementation/Offboarding, Pre-sales, Product Solutions & Design, Banking & Card Operations, Payment Ops, Reconciliations, Global Treasury, Risk Ops, Customer Success and Technical Success.



Holiday Extras

• United Kingdom
• Travel Arrangements
• 300 - 400 Employee

• Director of Group Operations

  • Nov 2015 - Apr 2022

  London, England, United Kingdom Company Director and member of the senior leadership team, reporting to the COO. Accountable for our customers, team and multiple group functions that are responsible for revenue generation, booking fulfilment, end to end customer experience, continuous improvement, complaint management and brand reputation for all B2C/B customers and partners. Accountable executive for the delivery of core strategic pillar ‘Higher Performing Organisation’ - strategically responsible for the optimisation of… Show more Company Director and member of the senior leadership team, reporting to the COO. Accountable for our customers, team and multiple group functions that are responsible for revenue generation, booking fulfilment, end to end customer experience, continuous improvement, complaint management and brand reputation for all B2C/B customers and partners. Accountable executive for the delivery of core strategic pillar ‘Higher Performing Organisation’ - strategically responsible for the optimisation of group overheads using zero-based budgeting principles, transformational change programmes and organisational design with a focus on building a scalable business with the future capabilities to deliver strategy and grow value. Show less



Snaptrip Group

• United Kingdom
• Travel Arrangements
• 1 - 100 Employee

• Non Executive Director

  • Sep 2019 - Mar 2022

  London, England, United Kingdom Advisor to the Board and company founders (CEO & CTO) and private equity investors Forward Partners and Bestport.



Zuto

• United Kingdom
• Software Development
• 200 - 300 Employee

• Director of Customer Experience

  • Oct 2014 - Oct 2015

  Manchester, England, United Kingdom Member of the senior executive team, reporting to CEO and private equity investment board, accountable for the end to end customer experience. Matrix managing multidisciplinary teams across B2C sales & support, compliance & performance, CX, people development and customer care. Responsible for budgets and loan capital.



Thistle Hotels

• United Kingdom
• Hospitality
• 100 - 200 Employee

• Director of Customer Operations

  • Oct 2012 - Sep 2014

  London, United Kingdom Reporting to COO and accountable for the team across three multi-channel customer contact centres. Responsible for budgets and fulfilled revenue from diverse B2C & B2B customer segments and across multiple distribution platforms and channels.



Thomas Cook

• United Kingdom
• Travel Arrangements
• 1 - 100 Employee

• Strategic Business Consultant

  • Oct 2011 - Sep 2012

  London, England, United Kingdom Reporting to group directors, responsible for a number of ongoing strategic initiatives within the pan-European OTA. Matrix management responsibility of in-house and offshore multi-channel contact centre, working across six geographical regions and supporting 320 million website visits per annum, two million bookings and five million passengers.



On the Beach

• United Kingdom
• Travel Arrangements
• 1 - 100 Employee

• Director Customer Operations

  • Oct 2005 - Sep 2011

  Manchester, United Kingdom Member of the executive management team reporting into the CEO, managing departmental budgets and team across eight business functions including the multi-channel customer sales and service contact centre, which handled over five million customer interactions per annum and produced annual sales of 30% by value and 28% by volume.



TUI

• Germany
• Travel Arrangements
• 700 & Above Employee

• Senior Manager Customer Operations

  • Oct 1999 - Sep 2005

  Overseas Responsible for managing circa 50 supplier accounts ensuring delivery to service level agreements, quality assurance, compensation negotiation and recovery from hoteliers, transport and other service providers. Additionally responsible for leading a team of sales and service representatives in the delivery of sales and customer satisfaction targets across multiple brands and differentiated products.