Andy Phillips Email & Phone Number

Reading, Reading, United Kingdom

Reading, United Kingdom

Reading, United Kingdom

- Head up a commercially focused inspired team (Marketing, Planning, Customer Service) and assume full responsibility for overseeing and delivering business development, commercial, planning, marketing and brand activities. - Key focus on areas of fare revenue growth and implement fare changes and make use of the technology to improve commercial performance including the launch of a new M-Ticketing App. - Working with the leadership team, oversee development of the network of local bus service including with key stakeholders such as local authorities. - Strong liaison with operations team, including for timetabled service delivery.

Heathrow Airport

- Responsible for ensuring yield targets are met by pricing of tickets for various channels. - Conducting analysis, modelling, trending and forecasting.- Implementing fare and pricing updates, changes and amendments – including briefings and negotiations with relevant rail industry stakeholders such as TfL, ATOC, and relevant TOCs. Acting as the Heathrow Express point of contact for 3rd party suppliers and pricing partners to ensure correct share of payment. (Fare Apportionment). - Establishing new pricing and promotions, including with third parties, such as airlines and rail operators, and ancillary products, determining likely revenue impacts,and building robust business cases for increasing profitable revenue.- Project lead for new pricing and ticketing infrastructure projects, including aligning tickets to a RSP/RJIS standard. - Manage the multi- currency setting of price and identify and report on changes to competitors, patterns and trends.- Accountable for ticketing standards/ implementation and retaining ticketing relationships with various external stakeholders. - Develop new pricing capability for Heathrow Express, owning the Pricing Maturity Model roadmap, and defining work packages required to deliver the roadmap.

London, United Kingdom

- Accountable for the quality and performance of the Mobile Sales Team (40), to deliver exemplary experiences every time. - Responsible for overseeing the commercial performance of the ticket offices, ATVMs and web based kiosks, including availability of supporting POS material and maximising ticket sales through Turn up & Go channels. - Provide internal sales channels performance information to key stakeholders for analysis and performance management. Provide timely and accurate reports of Sales Performance for Mobile Sales Advisors and all customer facing colleagues. - Accountable for ticketing standards/ implementation retaining ticketing relationships. - To build and maintain relationships with key stakeholders including but not limited to: BAA terminal teams, UKBA, World Duty and BAA Retail.- To ensure that all Mobile Sales Advisors are operationally competent at all times, by supporting the compliance team in delivering effective and efficient competence management as set out by Heathrow Express and Railway Group Standards where appropriate.- To identify and build robust business cases for increasing profitable revenue and identify trends and make recommendations to Commercial Department. - To support development and delivery of sales training to ALL customer facing teams. Through data, position MSAs for maximum commercial benefit and develop and maintain commission structures.

London, United Kingdom

- Identify and manage the development of internal sales to maximise EBITDA and revenue contribution through each of direct/passive sales channels for the turn up and go customers and ensuring the customer experience is met throughout their journey. - Monitor sales performance for all channels and identify trends for market opportunities, sales performance as well as opportunities for new products; services; opportunities to improve selling to customers.- Develop, manage and implement Key KPIs into each channel to ensure EBITDA targets are achieved.- Inspire, cultivate a driven performance sales culture and develop an EBIDTA culture to achieve and maximise revenue performance.- Identify and agree new internal business development and up-sell opportunities. - Provide insight and guidance through feedback, market place, and operation knowledge to the Brand Manager to inform and influence the achievement of revenue targets and Commercial KPI's.- Support the Commercial Team in the management, handling and facilitation of existing and new commercial contracts.- Close liaison and facilitation with station management and operational staff to drive full and proactive staff and Union engagement.

Heathrow Airport

- Proactively managing the stations including: excellent day-to-day performance of employees on duty; safety, security and cleanliness; availability of information for customers; responding to operational.- Responsibilities include the standards of the trains serving the stations.- Line manage a team of Customer Service Representatives as well as a day to day team to ensure coaching, personal development and support to all, to ensure business objectives are delivered. - To recruit and ensure all staff with operational competencies are assessed to meet railway standard.- Provide font line coordination and guidance to CSR's & Contractors & proactive problem resolution to ensure service delivery, customer satisfaction, health & safety & performance measures are met.- Manage operational disruption, including staffing shortfalls, cancellations and delays, emergency incidents and other irregularities to minimize the impact to customers.- Maintain standards of safety and security throughout the station and take action to remedy that, which falls below the standard. - Support the Service Managers by maintaining the standards set out for CSR's in the Customer Experience.

Heathrow Airport

- Assume overall responsibility for achieving day-to-day service and operational objectives.- Accountable for making decisions that impact the department's reliability & financial goals.- Provide font line coordination and guidance to CSR's & Specialists & proactive problem resolution to ensure service delivery, customer satisfaction, health & safety & people goals are met.- Comprehensive leadership skills and be able to provide support in the work place. Must be flexible in meeting customer needs whilst addressing the dynamics of the schedule. - Works closely with the management team and expected to use own experience and knowledge to balance reliability and customer satisfaction and assist in setting the scene for both short and long term service enhancements.

Heathrow Airport

- Efficiently edit flights and prepare and plan for each flight. Issue work assignments to members of the gate team.- Handle irregular operations; delays, misconnections, over sales. Amend and alter passenger reservations.- Attend to high yield passengers who use the first or business lounges and ensure passengers follow security procedures whilst at the airport.- Liaise with Customer Service Directors and coordinates with all other departments, including Station Control, Ramp Operations, Catering, In-Flight and Security to achieve on time departures.

Heathrow Airport

- To ensure safe flight, although the face of the job is customer service.- Look after passengers` comforts and need during flights.- Attend briefings before each flight to find out important information such as the numbers of passengers on the flight and relevant safety procedures.- Check emergency and safety equipment before each flight. Prepare ad check the catering, bar and cabin before each flight.- Greet Passengers, help them stow their luggage and check that they are seated safely.- Demonstrate aircraft emergency procedures and safety features to passengers.- Serve and clear away food and drinks. Hand out and help passengers complete arrival documentation on international flights.- Keep in contact with other members of the flight crew.- Administering first aid and dealing with any emergencies, which arise.- Customer Service, communication skills and cultural awareness are essential.

Heathrow Airport

Certificates, Travel And Tourism

Fast Track Travel & Tourism Double Award (Advanced Vocational Certificate of Education) ; Tour Representative (National Vocational.

High School, Gcse