Lisa-May Jones (Lisa Marr)
Head of Sales & Customer Services at The Hippodrome Casino- Claim this Profile
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Bio
Martin Anderson 🍋
It is always a pleasure working with Lisa. She is an extremely professional and knowledgeable individual, and her in-depth understanding of customer relations and the practicalities of how to get the job done make her a real asset to any project. She is also an outstanding leader and communicator. I would highly recommend Lisa in her field.
Martin Anderson 🍋
It is always a pleasure working with Lisa. She is an extremely professional and knowledgeable individual, and her in-depth understanding of customer relations and the practicalities of how to get the job done make her a real asset to any project. She is also an outstanding leader and communicator. I would highly recommend Lisa in her field.
Martin Anderson 🍋
It is always a pleasure working with Lisa. She is an extremely professional and knowledgeable individual, and her in-depth understanding of customer relations and the practicalities of how to get the job done make her a real asset to any project. She is also an outstanding leader and communicator. I would highly recommend Lisa in her field.
Martin Anderson 🍋
It is always a pleasure working with Lisa. She is an extremely professional and knowledgeable individual, and her in-depth understanding of customer relations and the practicalities of how to get the job done make her a real asset to any project. She is also an outstanding leader and communicator. I would highly recommend Lisa in her field.
Experience
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The Hippodrome Casino
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United Kingdom
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Gambling Facilities and Casinos
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200 - 300 Employee
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Head of Sales & Customer Services
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Oct 2017 - Present
Providing direction to relevant business managers and supervising performance in accordance with best practice industry requirements, whilst controlling resources and expenditure within allocated budgets. Proactively leading innovation in the end to end customer journey ensuring that customer insight and feedback are used to inform & enhance processes and procedures. Overseeing the multi-channel customer service function whilst focusing on the development and continuous improvement of customer service strategies. Focusing on the organisation’s strategic objectives of improving the customer experience, enhancing service standards, developing key staff, increasing event business and driving sales income measured against the key performance indicators, whilst delivering a critical analysis of relevant information and data.Key Achievements: Initiated and led the process of The Hippodrome's enrolment in the Institute of Customer ServiceLed the programme to bring the company to compliance with GDPR legislationPart of the small executive team that brought Magic Mike Live to the Hippodrome Show less
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Head of Customer Services
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Jul 2015 - Sep 2017
Directing operational management across a multi-channel customer service function specifically focusing on the development and continuous improvement of customer service strategies. Reporting directly to the Board.Key Achievements: Driving a month on month 22% increase in ticket sales via the introduction of objective measures of profitability for theatre acts.Achieved significant cost savings of £100,000 after tendering the cleaning contract and streamlining the restructure of the reception/concierge team.Leading innovation across the end to end customer journey; analysing customer insight and feedback, enhancing processes resulting in the first casino wide 100% mystery shopper score. Show less
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Facilities & House Manager
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Sep 2011 - Jul 2015
Fully responsible for coordinating and managing a team of 50+ staff and contractors, driving operational service efficiencies to seamlessly run a multi-faceted entertainment complex.Key Achievements Recruited and trained 600 employees to meet Hippodrome Casino’s launch in July 2012.Procurement autonomy of multi million pound equipment for Hippodrome’s opening
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Black Tomato
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United Kingdom
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Leisure, Travel & Tourism
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1 - 100 Employee
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Luxury Travel Specialist
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Mar 2011 - Sep 2011
Planning luxury bespoke experiences for well-travelled individuals, essentially providing a personal and discrete service to meet high end client satisfaction. Key Achievements: The magnitude and persistence of repeat bookings was testament to the service clients received. A consistent closer of bookings. Planning luxury bespoke experiences for well-travelled individuals, essentially providing a personal and discrete service to meet high end client satisfaction. Key Achievements: The magnitude and persistence of repeat bookings was testament to the service clients received. A consistent closer of bookings.
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Les Ambassadeurs Casino
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United Kingdom
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Gambling Facilities and Casinos
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100 - 200 Employee
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Director Assistant - Finance & Treasury
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Nov 2008 - Mar 2011
Responsible for liaising with key suppliers, VIP customers and the delivery of various projects. Daily tasks included administration and office management. Responsible for liaising with key suppliers, VIP customers and the delivery of various projects. Daily tasks included administration and office management.
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Jeffersons Private Jet Holidays
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London, United Kingdom
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Luxury Travel Consultant
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Jun 2006 - Oct 2008
Arranging bespoke luxury holidays, including travel by private jets and yachts. Regularly consulted with VIP clients requiring high levels of organisation and discretion. Arranging bespoke luxury holidays, including travel by private jets and yachts. Regularly consulted with VIP clients requiring high levels of organisation and discretion.
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Community
