Daniel Edwards Email & Phone Number

London, Gb

London, England, United Kingdom

London, England, United Kingdom

London, England, United Kingdom

I am the commercial owner of the VIP and Premium Service product portfolio at Heathrow Airport. I'm responsible for developing the vision and strategy for the entire portfolio of products and for creating and implementing plans which generate incremental revenue and delight the customer.I manage a budget of £10m and am responsible for generating revenue of over £30m through effective supplier management and targeted business development activities covering Heathrow VIP, Porters, Meet & Assist and Fast Track. I am responsible for the commercial ownership of the airline specific Fast Track Security areas and through effective negotiation with our airline customers I ensure that these contracts provide best value for money for both parties.I have a deep understanding of the luxury and premium travel market with a particular focus on VVIPs and UHNWI's. This allows me to deliver an innovative and creative product proposition which delivers for the customer and the business. I regularly identify improvements to the existing range of products based on marketing research and passenger requirements, with a view on longer term new product creation.I collaborate with the Marketing and Digital teams to ensure that the VIP and Premium Services products are appropriately marketed to the right passengers in the right way, including responsibility for the content on Heathrow.com and approval for marketing campaigns. I'm responsible for dynamic pricing strategies for B2C and B2B customer bases, and product bundling opportunities.I am responsible for expanding our B2B product proposition across the entire portfolio to travel management companies, travel agents and airlines. I regularly represent Heathrow and the VIP and Premium Services department globally at trade shows, meetings, and networking events.Directly I line manage a team of 3, indirectly a team of over 200. I am part of the Heathrow Retail Leadership Team and Commercial Extended Leadership Team (Level 2 leader).

I am the commercial owner of the Heathrow VIP experience. I am accountable for developing the vision for the VIP product/service and creating and implementing an action plan to drive delivery to this vision, which generates incremental revenues through product innovation and exceptional standards of service.I own the development of Heathrow’s VIP strategy, across our 4 key customer groups (Diplomatic, Heads of State, Private Aviation and Private Clients) and ensure that my strategy is integrated within the wider Heathrow Customer and Retail strategy.I am responsible for the development of the VIP business unit, as part of the Retail Leadership team by:- Leading and managing the Sales and Account Management team, ensuring effective working and commercial relationships with VIP clients and the VIP Operations team, including the VIP Customer Support team, which delivers a consistently exceptional guest experience.- Understanding trends within the luxury sector to improve and update the VIP product/service proposition ensuring it exceeds guest expectations.- Develop research and insight techniques to ensure that the product always remains relevant to the changing market - to manage the delivery of the product through a number of key suppliers.- Create and oversee delivery of multi channel marketing and sales plans appropriate for the target audience.

London, United Kingdom

I provided strategic thinking and delivery of customer experience, sales and journey targets for the Heathrow Express Turn Up and Go sales channel. Being the voice of the customer whilst delivering revenue of £82m. I was responsible for a consistently exceptional ‘Plane to Paddington’ experience through the development, engagement and leadership of a high performing service focused management and sales team. - I developed a 2 year Sales and Customer Service strategy to deliver new initiatives, based on internal and external insight which recognised the changing transportation landscape at London Heathrow.- Improved revenue delivery in the TU&G channel in a changing commercial and competitive environment.- Built strong relationships with colleagues and Trade Union representatives using listening sessions and leading formal TU negotiations.- Recognised talent in my team and developed, coached and guided direct reports to deliver several high-profile projects (including successful roll out of 100+ new mobile ticketing devices and experiential retail zones).- Owned and delivered change projects, working collaboratively with partners on way-finding, sales, customer service, ORR requirements and retail selling proposition.- Created plans which improve efficiency and EBITDA through the delivery of a new incentive scheme for teams and individuals.- Built effective relationships within the Heathrow community and the wider business, including being an active member of the PROUD LGBT colleague steering group.- Built trust with colleagues, leading them through a period of change, and encouraging engagement at all levels.

York, United Kingdom

I was responsible for creating and leading the implementation of an innovative and exciting customer experience plan that delivered a consistent and trusted brand experience on a multi-site, multi-channel basis. The objective was to transform the travel experience for the people of the north of England by 2020. I worked collaboratively to create competitive advantage and to improve the customer experience, demonstrable primarily via the Northern Customer Experience Survey (NCES) and National Rail Passenger Survey (NRPS) scores.I actively sourced and used deep customer insight, both through research, use of e-CRM and other channels, to generate an extensive understanding of customers’ views and needs. I then interpreted and used this insight to develop the customer experience roadmap, define and introduce new standards for customer service, and support the Northern regional teams with bespoke reports, KPIs and guidance.I led on Northerns relationships with external partners including the Institute of Customer Service, Transport Focus and others to improve and benchmark against rail and non-rail competitors.I had budget and operational responsibility for the Northern Customer Experience Centre (operated by Carillion) who provided a 24/7 contact point for customers whilst generating valuable business intelligence.

Leeds, United Kingdom

I was the senior leader for the station customer service teams at Leeds, Manchester Victoria, Manchester Piccadilly, Manchester Oxford Road and Liverpool Lime Street motivating them to deliver the highest standards of customer service, safety and security. I was responsible for improving the customer travel experience by developing and expanding Northerns' relationships with other train operating companies, Network Rail and other internal and external stakeholders. I consistently promoted Northerns' brand and values to ensure the protection, growth and success of Northern operated services. I actively sought to see the face of Northern through the customers eyes with the aim of providing a constantly improving, innovative, efficient and high quality travel experience to our customers. I was responsible for the direct line management of a team of 7 station managers and indirectly 315 frontline staff.

London, United Kingdom

Uniquely a manager in the air and on the ground, I was responsible for the delivery of the cabin service on long haul and short haul flights (including leading the team in the exclusive First and Club World cabins) and to ensure operational safety, security and health and safety objectives were achieved.I contributed to the overall continuous improvement of the business by offering innovative ideas to improve customer and colleague experience. This including managing a challenging change culture within the organisation through the engagement of colleagues, and encouraging buy-in for new initiatives in a open and honest environment where contribution was valued.I built and owned relationships with a team, delivering an end-to-end people management experience in all areas of performance management, action planning and any other employment related issue, in line with company procedures and industrial agreements.I was a company qualified recruiter for both frontline colleagues and managers, and delivered training courses to all levels within the organisation.I regularly engaged with VIPs and commercially important customers to ensure continued commitment to, and ongoing business with, British Airways.I sought to improve and develop through continuous feedback to achieve the personal objectives set by the business in line with the corporate performance management framework.I proactively explored opportunities to enhance/increase British Airways business through engagement with service partners, customers and other departments. I regularly sought opportunities to work cross-departmentally and with other areas of the business to enhance my knowledge and develop my commercial acumen.

Exeter, United Kingdom

I identified new opportunities, developed training materials and delivered the Flybe Training Academy portfolio of customer service courses to aviation and non-aviation third party customers.I assumed the role of Deputy Training Manager & Quality Assurance Coordinator and represented the department at all levels both internally and externallyEarly in my training career I developed a company induction program, customer service training program, and health and safety training program which was delivered cross company and to third parties. I also designed and delivered soft skills training up to middle management level, including Train the Trainer.A key project I delivered made me responsible for the quality assurance, assessment and verification of “NVQ2 Aviation Operations in the Air - Cabin Crew” which included the mapping of training courses to qualification standards and developing all course materials. This concept was delivered with buy-in from colleagues, trade union representatives and other stakeholders in an environment resistant to changeI was the responsible line manager for all HR issues relating to new entrant colleagues including performance management, coaching, action planning and mentoring.

Exeter, United Kingdom

Responsible for safety, security and comfort on board regional airline.Working as part of a small team to provide sensational customer service and to ensure customers perceive the brand as 'best-in-class'.Motivating other crewmembers in order to achieve on-board sales targets and revenue responsibilities.Coaching & developing the performance and skills of other crew members and managing their performance on a daily basis.

Exeter, United Kingdom

Managing a busy ladies accessories department including budgets, HR queries, payroll, rotas, timesheets, and promotions.Ensuring sales targets are hit on a daily/weekly/monthly basis.Assuming Duty Manager position in absence of senior management team.Driving the business forward using my initiative and skills to achieve performance related targets & KPI's.

Brean Sands

Resident compere in premier entertainment venue accommodating 2000 people.Compiling a varied entertainment package to suit holidaymakers of all ages.Assisting in the management of an entertainment budget in excess of £1 million.Line supervisor & direct report for 16 bluecoat entertainers.

Bachelor Of Arts - Ba, Politics, Philosophy And Economics

Nvq L3, Preparing To Teach In The Lifelong Learning Sector (Ptlls)

Nvq L3, A1 - Assessing Candidates Using A Variety Of Methods

Btec, Performing Arts

Pass with Distinction

Gcse

10 GCSE Passes Grades A* - C