Experience

• 

  Brighton Chamber

  • Brighton and Hove, England, United Kingdom

  • Board Member

    • Dec 2022 - Present
    • Brighton and Hove, England, United Kingdom

• 

  SUSSEX NIGHTSTOP

  • Brighton

  • Board Trustee

    • Aug 2020 - Present
    • Brighton

• 

  Responsible Travel

  • Brighton, United Kingdom

  • Joint Managing Director

    • Dec 2014 - Present
    • Brighton, United Kingdom

• 

  Monarch Airlines

  • Customer Experience & Marketing Director

    • Jul 2013 - Dec 2014

• 

  Travel Department

  • Dublin

  • CEO

    • Feb 2012 - Mar 2013
    • Dublin

    - Created and implemented the first 3 year plan to modernise and grow the business organically - introduced a new modern brand identity - introduced a new suite of marketing disciplines including eCRM - Introduced new management information systems to give live margins and yield management capability - New web platform created to drive on line conversion and to improve the customer experience - Introduced strong focus on staff and customer within the business through new HR function and all staff having direct contact with the customer - Introduced e-ticketing to reduce costs and improve operational efficiency

• 

  TUI Travel

  • Beijing City, China

  • Project Director

    • Oct 2010 - Mar 2011
    • Beijing City, China

    - Led the project team to create the business plan for TUI’s potential entry into the new outbound market from China - Created a full business plan including individual strategies for IT, Product, Distribution and Marketing based on a comprehensive fact base and significant customer insight - Full and detailed 10 year financial model produced

• 

  TUI UK

  • Germany
  • Travel Arrangements
  • 700 & Above Employee

  • Customer Director

    • Sep 2008 - Oct 2010

    - Joined the UK Main Board in a new role of Customer Director to actively improve the service proposition offered to our customers - Broad and diverse role with direct control of Marketing, Innovation, Data Analytics, eCRM, Customer Insight, PR & Customer Services - Directly responsible for the Overseas operations across 70 destinations including the recruitment, training and management of around 3000 staff - Created new brand propositions for the Thomson and First Choice brands then successfully rolled these out through acclaimed communication which drove brand preference - Produced the first ever Customer 5 Year Plan demonstrating how retaining 1% our customers could drive £12m incremental margin. - Drove the creation of award winning DM and eCRM including personalised email and mail communication and new personalised websites with MyThomson & MyFirstChoice - Successfully managed significant marketing activity and overhead budgets of over £60m - Created and chaired a new Customer Board with representatives from each customer-facing area to ensure:* new service propositions seamlessly managed along the whole customer journey and a new vision, philosophy and customer mantra were created and used across the business* the whole customer experience was improved by sharing best practice across the divisions of the business* that customer KPIs were shared at Main Board level and used as a measure of success of the business - Radically overhauled the Customer Service function including closure of office in Salford and relocated this back into the Head Office in Luton whilst delivering dramatically improved service to our customers - Transformed the delivery to customers overseas through new recruitment, training and incentive programmes including a new empowerment programme. The results were the highest satisfaction scores ever for a TUI summer season - Key spokesman for TUI UK on TV, radio and in press

  • Marketing & Product Director

    • Sep 2007 - Sep 2008

    - Successfully integrated the Product and Marketing functions of TUI UK and First Choice Holidays - Directly managed the New Product Development and Innovation programme with the successful creation of many of the high margin differentiated products including Holiday Villages and Splash for First Choice achieving a 20% increase in sales (v. standard hotels) - Grew the First Choice brand into a clear No.3 position in the market - Played an active role in the margin and capacity setting for the business - Actively managed the trading performance of the product portfolio - Produced the first Product 5 Year Plan outlining the Product Strategy

• 

  First Choice Holidays

  • Marketing & Product Director

    • Dec 2005 - Sep 2007