David Gloster Email & Phone Number

Maidenhead, Gb

London Heathrow

Maidenhead, Berkshire

Acquisition of two residential properties. Project management of significant renovations to all internal areas, completing to a high standard in preparation for resale. Stakeholder and resource management of building trades; budget construction, delivering to a demanding project plan.

London

Led a team of 16 with 4 direct reports developing, driving and implementing the strategic direction for effective, customer-focused handling of all enquiries from members of the public and other stakeholders. Total accountability for case management handling, complaint and dispute resolution from the CEO’s office and complex cases from other key HS2 areas. Management and ownership of a call centre ensuring the HS2 brand was projected and protected in line with the organisation's culture and values.

London, United Kingdom

Developed the RDG strategic approach for the end-to-end customer experience for rail passengers on the UK rail network. Led and motivated a multi-faceted team of 43 people delivering medium and large scale projects.• Partnered with the 27 franchised train operating companies in the roll out of customer initiatives and service enhancements i.e. the mechanism to streamline and deal automatically via an app for consumers entitled to compensation during times of railway delays or disruption. • Influenced and drove internal approvals processes whilst convincing train operating companies to invest £1.5m for the redesign of the national rail enquiries web site, as a result 7m rail customers per month will benefit from a state of the art digital channel and internet solution.

London, United Kingdom

Represented the interests of travellers in the overall airport user experience in association with the London Heathrow airline community, Airports Authority, government departments and control authorities• Represented 70 airlines in negotiations with the airport owners for Heathrow campus developments, notably the airport expansion programme and 3rd runway proposals. Provided the ‘voice of reason’ to challenge, negotiate and drive cost reductions resulting in improvements and value for money customer propositions.• Working with the airport owner, created a ‘one size fits all’ aircraft de-icing capability. Airlines benefitted from a value for money (30% raw materials cost savings) and expeditious service while delivering greater airport operational resilience and a decrease in the number of cancelled flights.

Perth, Western Australia

Accountable for leading a team of over 1000 people, directing and implementation of the end-to-end customer service experience strategy and operational performance at Perth Airport. Responsible for the AUD $80m operational P & L • Exceeded aircraft on-time performance targets by 15%. Through re-engineered operational procedures and collaborative working with service providers, moved Perth from bottom of the league to consistently being number one of the ‘Big 4’ Qantas mainline airports. • As project leader, achieved AUS $1.1m annual cost savings through complex trade union and staff negotiations resulting in, third party (market rates) workforce, without operational disruption or industrial action.• Achieved a 3% year-on-year staff engagement improvement through personal visibility, implementing a ‘back the floor’ initiative for all managers, interactive staff briefings and by creating training, development and secondment opportunities for all staff groups. • Using best practice and past experience developed and implemented the Perth attendance management strategy, including case management activity, coaching, training and support for line managers, delivering a combined 5% cost saving across all work groups

Perth, Australia

Total responsibility for the airport customer experience delivery of 140 aircraft movements from Perth Airport along with accountability for six regional Western Australian airports. P & L operational budget of AUS $2.5m • Implemented weekly and monthly operational reporting against corporate KPI objectives, highlight both good and poor performance, resulting in incremental improvements to operational efficiency, reliability and stability. Regional airports aircraft punctuality improved by an immediate 3% gain.• To improve communications to remote airports designed and implemented a regional communications strategy, which improved engagement, and a ‘one team’ culture.• Obtained corporate approval to grant third party employees an enhanced benefits package, which corrected staff retention at regional airports by 50%.

London, United Kingdom

Total accountability for Qantas Airways operations at London’s Heathrow Airport, driving operational performance through contract & people management• Crafted, designed and managed the Qantas response to a number of serious operational incidents e.g. grounding of A380 aircraft fleet and closure of UK airspace due to Icelandic volcanic ash activity. Chaired the incident management centre, directed action plans, monitored, assessed and risk managed all activity. Issued communications keeping a cool and calm head during times of high intensity and extreme pressure, protecting brand reputation while enhancing customer advocacy. • Major contract negotiation and management for airport ground handling; hotel, catering and refuelling leading to 8% first year cost reductions and increased productivity.• To improve daily aircraft on-time punctuality set up a continuous improvement programme. Chaired weekly ‘customer on time’ forums with key partners and service providers resulting in an immediate 5% improvement. Successfully negotiated the re-time of a Qantas service delivering a $9m net positive effect to route profitability.

Heathrow Airport - London, Uk

Day to day shift management responsibility for safety, security and operational performance. Implemented a baggage transfer initiative that realised cost savings of over £500k / year in lost or mishandled luggage.

London, United Kingdom

Management and delivery of capital projects in excess of GBP £1m across the BA global property portfolio.• Led a complex and successful negotiation for a £1.3m sale and disposal of a prestigious office in Lisbon, taking calculated risks and tenacious approach, exceeding BA’s expectations of the final sale price.• The relocation and consolidation of a substantial corporate facility in Istanbul, which delivered 32% year on year, cost savings. • Managed complex projects to build VIP airport lounges at Johannesburg, Milan, Munich and Mumbai International airports worth over £14m of corporate capital investment.

London, United Kingdom

Management and delivery of capital projects in excess of GBP £1m across the BA global property portfolio.• Led a complex and successful negotiation for a £1.3m sale and disposal of a prestigious office in Lisbon, taking calculated risks and tenacious approach, exceeding BA’s expectations of the final sale price.• The relocation and consolidation of a substantial corporate facility in Istanbul, which delivered 32% year on year, cost savings. • Managed complex projects to build VIP airport lounges at Johannesburg, Milan, Munich and Mumbai International airports worth over £14m of corporate capital investment.

London, United Kingdom

Led and reinvigorated a team of 150 highly unionised workers in one of the key areas of British Airways airside operations through periods of change, implementing & delivering strategy

London, United Kingdom

Managed the safe, efficient & punctual operation of the British Airways schedule on a daily shift basis ensuring all corporate elements of customer service standards & handling were delivered

London, United Kingdom

Total responsibility for the development, implementation & measurement of GBP 1M retail marketing plan in a GBP 47M worldwide in-flight retail business.

Edinburgh, United Kingdom

Led the airport team & key customers through periods of change & implemented strategic corporate & regional initiative providing clear vision & effective communication

Edinburgh, United Kingdom

Cost effective management of staff & resource on a daily shift basis whilst ensuring all corporate standards were met including providing a top line service to brand customers

Various

1989 - 1989 Operations Controller, Glasgow 1987 - 1989 Shuttle Duty Officer, Heathrow 1986 - 1987 Sales & Reservations Agent, Heathrow 1984 - 1986 Shuttle Assistant, Heathrow 1980 - 1984 Reservations, London