Dave Cramp F. Inst. Tt Email & Phone Number

Peterborough, GB

Peterborough, England, United Kingdom

Peterborough, England, United Kingdom

Engaged to research and design the Visitor Economy Strategy for the city of Peterborough.

Peterborough, England, United Kingdom

Peterborough Positive is the company that was formed to deliver the new Business Improvement District (BID) to the city. The BID ballot was won in October 2021 with a 84% majority following an extensive consultation period, extended due to the pandemic.The key deliverables are centered around 4 priorities: Safety, Events, Marketing and CommunityThe BID is.

Peterborough, United Kingdom

• Engaged to build the culture required to support the growth and development of existing and the creation of new revenue streams, that will over time, deliver financial sustainability to the business of the Cathedral..
• Project owner for 'T. Rex the Killer Question' a Natural History dinosaur exhibition. Attracted over 50K visitors and yielded over £320K receipts delivering 260% of the target profit.
• Improved the average visitor donation at the Cathedral by over 200% between Jan and Dec 2021 by the introduction of the dynamic donation initiative to the largely volunteer resourced welcome team. The Visitor.
• Negotiated significantly advantageous commercial terms with HMCS to welcome a Nightingale Court onto the property in 2020 directly contributing to reversing the historic loss making position and achievement of surplus.
• Designed, resourced and managed a project to transform the retail experience at the Cathedral including the creation of the new retail space ‘Old Scarlett’s Emporium’ a £200K investment designed to maximise the revenue.
• Achieving a Net Promoter Score of 94.8 for visitor experiences through careful curation of exhibitions, events and development of the educational guided tour programmes in play.

Hemel Hempstead, United Kingdom

Responsible for delivering the holiday sales budget across multiple channels. Leading the Channel Managers and their Teams including:- Contact Centre, Groups, Coach, Partnerships / new business development and the hotel based sales and reception teams across the UK.Designed and executed a new business development strategy for Partnerships engaging over 100.

Peterborough & UK

• A Consultancy working with the Travel Industry in the UK providing professional services in:-
• Sales & Marketing Strategy: - Working with businesses to create, shape and deliver Sales & Marketing deliverables across multiple channels including account management and business development.
• Learning & Development strategy: - Empowerment and Team Motivation programmes to transform the impact of teams to win for their Customer and themselves.
• Customer Contact Centre Leadership: - Managing the BAU agenda and shaping change in modern contact and customer service centres. Employee Engagement and Motivation specialists.
• Customer Journey & Business Transformation: - Shaping review of the Customer experience and project managing the change required to deliver business transformation goals and objectives.

Peterborough, United Kingdom

• Leading the call centre & homeworking division sales and Customer services teams (c400 FTE at peak) handling customer contact for complex tailor made holidays. Responsibility for all call centre metrics, customer.
• Re focussed management coaching, raising levels of measured employee engagement significantly and resulting in a 21% increase in sales conversion performance across all Specialist Sales brands.
• Designed and delivered shift realignment and contract change that delivered 28% cost reduction & savings to £1M, resulting in efficiency gains of over 20% in 2012 exceeding expectations.
• Lead a comprehensive Customer Journey review project across the Specialist areas over multiple locations. Re-engineered operational processes and enhanced service delivery, enabling savings exceeding £120K and further.
• Set up a new one call resolution team for TC Fully Escorted Tours. Uniting Sales, Operations and Customer Services functions delivering payroll savings to £150K, best ever sales conversion of 28% and re booking.
• Conducted comprehensive research, then launched a restructured ‘high touch’ Weddings Team in 2010 transforming the Customer experience and winning ‘Best Wedding Operator’ at the British Travel Awards in 2012

Peterborough

• Responsible for trade commercial relations for the scheduled tour operator. Lead a team of National Account Managers, and the agency support team. Negotiated commercial agreements with consortia, multiple agencies and.
• Developed a Web based training intervention used by 6000 agents in the UK to improve product knowledge. Received positive feedback and grew share.
• Planned, co-ordinated and escorted large overseas seminar trips for travel agents, generating new sales and strengthening supplier relationships. Groups up to 200 in size.
• Renegotiated robust commercial agreements with agents delivering record sales in 2005
• Large audience speaker on the travel conference circuit, received excellent response
• Set up agreements with Thomas Cook Retail to share Customer Data and begin creative direct mail campaigns including loyalty initiatives for TC Escorted Tours.

Scotland And East Anglia

Operationally responsible for multiple locations in the UK and the P&L for each unit and the staff therein. Businesses included flagship superstores, city centre and market town locations.