Role overviewResponsible for creating brand and customer experience standards, procedures and initiatives in new markets and maintaining and improving standards in existing markets. As part of the strategic leadership team I developed and delivered training on customer service, sales, account management and the importance of brand. When entering new markets, I project manage the implementation process which includes IT, Operational and Marketing tools. My role also involves leading on conference, event and exhibition planning, production and execution. As an expert in my field I have given several presentations across the world on brand and customer experience. Achievements:• Through handover and customer service procedures increased participation in customer feedback surveys by 25%.• Overseen an increase in average Net Promoter Score globally from 67% to 74% achieved by enhancing the customer experience through improved training, brand standards and loyalty initiatives.• Implemented the brand in 6 new markets (Spain, Mexico, Australia, Czech Rep, South Africa, New Zealand) including IT systems, brand standards, sales process and ‘train the trainer’ sessions. • Led, coached and supported a team of local marketing managers across 12 countries. • Devised and maintained communication strategies for both world business and local markets.• Created and implemented a standardised sales process to be used across a global network and have increased sales an average of 25%.• Been responsible for account management of 2 regions and supported in managing P&L and financial forecasting.• Given presentations on the power of brand and customer service at events in Las Vegas, Sydney & Montreal. • Planned and produced conferences and events in Dublin, Frankfurt and Cancun.

Role overviewResponsible for overseeing the operations of 35 franchise areas, to successfully grow the business and provide a business and marketing consultancy services to franchisees. As a leading member of the Operations Team I was also responsible for business development into new territories and creating and delivering training in customer service, local marketing and human resources. Achievements:• Increased the number of outlets in my region thus increasing capacity for new customers by 60%. • Oversaw an increase of 1400 customers in 2 years across my region. • Produced accurate quarterly financial reporting for my region to be presented to the Board.• Supported franchisees in the delivery of rehearsals, performances and events.• Supported franchisees with managing their P&Ls. • Devised Project Management plan for implementation of new CRM system across the network.

Role Overview:Responsible for managing and driving two brands across a full marketing mix to three types of customer, managing budget and resources. As Marketing Manager, I was also responsible for planning, organising and presenting national conferences and regional meetings. This role also included content creation including videos, blogs and sales prospectuses. Achievements:• Designed dedicated franchise sale websites and brochures.• Increased franchise sales by 50%.• Increased customers by 25%.• Oversaw installation of Intouch CRM system.• Wrote and implemented full marketing strategy.• Managed franchise network and delivered training.

Role Overview:Designing and implementing a full marketing mix to drive franchise sales, grow the network and onboard new starters. Responsible for successful sales numbers. Achievements:• Increased franchise sales from 8 the previous year to 22. • Front end sales worth £250,000, and another £500,000 across 5 years.

Role Overview:To manage independent visitor attraction in Stratford upon Avon. Responsible for hiring and managing staff, increasing revenue and creating new events and attractions. Also responsible for planning redesign of museum and theatre area. Achievements:• Increased school visits from 1 per month 16 per month within 2 years.• Wrote and developed Town Tour with Shakespeare doubling capacity both capacity and time for school groups allowing for an increase in prices.• Wrote and developed full schools programme.• Developed and managed relationships with all key stakeholders involved in driving tourism within the area.• Planned a curated a redesign of the museum, and theatre area including new audio and visual attractions.• Hired and trained admin, retail, ticket and entertainment staff. • Developed numerous extra revenue streams including Pub Ghost Tour.

Achieving an OFSTED rating of ‘Good’ for teaching and learning.Founding and running school football teamFounding and running school cricket teamWriter and director of two whole school playsDirector of adaptation of ‘Grease’Director of adaptation of ‘Joseph and his Technicolor Dreamcoat’Most Inspirational Teacher 2009Responsible for the schools PR and events. Copy writingEditing the school newsletter.Marking English work for content, spelling and grammar.

General AdministrationFiling both electronic and manualCollecting portfolio valuations Drafting letters to clients

Team manager. Various acting roles.