• Established framework for delivery of tailor-made one-to-one skills and personal development Coaching• Personally delivered coaching sessions and also through coordination of associate Coaches in a variety of central London locations• Researched and created e-learning interview skills content for 21 industry sectors each with 4 levels from Graduate through to Executive• Managed targeted sales & marketing campaigns through Google and with strategic partners including Wiki job, Reed employment and Australian franchise• Direct performance management of customer contact and support team

• Delivered large-scale, diverse volunteer programmes across major festivals, recruited over 500 people offering 17,000 hrs with 95% satisfaction rates, including strategy, policy creation, training and management • Led strategy and policy for organisation-wide Health and Safety, Accessibility and Sustainability• Developed Legislative Compliance Framework, embedded into all departments resulting in full adherence and ensuring immediate response to upcoming changes along with compliance training to 475 employees• Created the Data Asset Register, delivering process change to comply with Data Protection and PCI regulation

• Performance managed a team of 80 FTE and budget of £2m covering ticketing, customer relations, cleaning, waste and recycling, accessibility and environmental sustainability• Completed formal tendering projects, re-negotiated contracts and delivered cost savings of 15%• Devised and managed the Customer Relations Strategy capturing feedback, monitoring, reporting and problem resolution resulting in a 20% improvement in visitor experience score• Managed administration, inventory and reporting for Tessitura and Artifax IT systems and regular upgrades

• Performance managed of a team of 100 FTE covering Ticketing, Duty Management, Stewarding and Merchandising including recruitment, setting objectives, training and development• Designed, led and delivered a business re-engineering programme resulting in a cost saving of 25%• Led installation of CRM ticketing, membership and fundraising system and organisational telephony solution• Successfully negotiated improved Terms and Conditions of employment with Unions, management and HR

• Interim board level position representing Marketing, Communications, Digital and Ticketing• Managed 80 FTE maintaining customer service and sales targets during extensive organisational change • Negotiated and developed commercial and operational relationships with 5 new on-site Retail units

• Designed and delivered wide-ranging change programmes during 2002 and again in 2005 to deliver consistently high quality customer service while exceeding sales targets and yield• Devised and implemented IT and CRM strategies for Ticketing including installation of a new ticketing system

• Regular acquisition and management of acquired stock via pre-purchase or commercial agreement to maximise sales along with provision of management information, budget and variance• Maintenance of excellent working relationships with and provision of sales information to, all major UK Rock and Pop promoters, national arenas, mid-large London venues and Capital Radio

• Developed working relationships between 21 venues networked to a dedicated Call Centre including provision of training and support for venue ticket sales employees and configuration of seating layouts• Integrated central, local and overseas sales outlets functions including ticketing, online credit card authorisation, ticket printing and fulfilment, hospitality companies and sponsors allocations

• Recruitment, training and management of 60 FTE sales and customer service agents delviering 4-fold increace in turnover along with installation of sales and telephony solutions, website and office redesigns