David Alcock Email and Phone Number

Global Service Delivery Director responsible for process and best practice operations across 25 markets and 1000+ Lifestyle Concierge. Key responsibilities include: - Functional management and management training of local and regional Service Delivery Managers. - SME for global RFP and tenders - Operationalisation of new products, channels, technology and client programs- Projects including global technology implementation and enhancement (CRM, Digital Channels, Knowledge), change management and implementation of standards, structure optimization, implementation of complex (multi-site, multi-product, omni-channel) programs

For nearly 30 years, Aspire Lifestyles has been providing its clients with high-performance Concierge programs. Aspire Lifestyles serves the business-to-business (B2B) market with Concierge services and omni-channel customer loyalty solutions, designed to provide users with global reach and local expertise. Aspire Lifestyles’ full suite of services includes Concierge and loyalty solutions, custom-built benefits and experiences, custom digital solutions, end-to-end airport services and more servicing clients from 21 worldwide locations. Aspire Lifestyles is a division of International SOS, the world’s leading medical and travel security assistance company. This role was charged to drive standardization and service excellence across the Concierge Centres’ globally with the objective of exceeding the service quality expectations of our clients and their customers. Provide management support to local Concierge Operations Managers. Develop Global SOPs and work closely with all centres to implement them. Analyse concierge staffing/productivity levels for optimal configurations. Provide operational insight and expertise to local Concierge Centres’ for the sales process and on-boarding of new Concierge clients. Ad-hoc projects include: integration of business acquisition, migration of service delivery internationally, global quality process, technology implementation, new product implementation, management oversight and knowledge transfer (including management training) during key leadership transitions.