Emma Waghorn Email & Phone Number

During the pandemic, I moved streams within the department moving to work as a Trade Account Manager, directly managing the UK relationship of one of our largest Global Travel Management Companies. Building on from managing corporate accounts, when managing our trade partners, I am accountable for the ongoing retention/growth of this business, improving loyalty towards the airline group, exploration of opportunities, successful negotiation and implementation of their contractual agreement; as well as extensive ongoing relationship building/management at all levels within their organisation. This role relies on strong interpersonal skills, prioritisation of activities and putting the customer at the heart of everything I do whilst maintaining the company goals and values.

Key responsibilities are to manage a large high value corporate portfolio on behalf of British Airways and Iberia, driving incremental revenue and supporting longstanding partnerships with key accounts. Key accountabilities include: o Directly managing a mixed portfolio of corporate accounts exceeding £62m per annum in revenueo Successfully negotiating and implementing multi-carrier agreements on behalf of British Airways and joint business partnerso Accountable for revenue generation; maintaining and growing annual revenue of each account, driving continued loyalty and customer retention o Identifying and exploring all opportunities; working with internal teams to support opportunities, reviews and RFPso Identifying any tactical opportunities to increase incremental revenue and drive share towards BA and partners using more competitive pricingo Lead regular meetings and reviews account performance, building relationships with stakeholders of all levels of management within each portfolios organisations o Beginning to utilise digital ways of working with the accounts to drive more innovative and unique ways of workingo Promoting, educating and driving NDC adoption across markets enabling accounts to understand the enhanced product offerings and transparent shopping process availableIn addition to my role, I have supported the onboarding of new graduates on their day to day issues during 2019 and 2020. This included coaching them on how to manage their corporate customers, talking through the dealing processes they needed to follow and solving complex issues they faced with their customers.

London

This analysis and content role required me to proactively work with Account Managers to ensure they have the correct information to conduct client reviews and support their accounts. I also assisted in resolving data issues between British Airways, the corporate and the trade partner. My key accountabilities were: o Analysing corporate data submitted by trade agents and communicating this information back to Account Managers o Preparing global review presentations for the highest performing corporates, as well as producing presentations for consumer and trade sales teams, showing month by month data.o Formatting large data sets using pivot tables so that Account Managers could understand the data for their accountso Producing marketing communications and content on BA news to be used to update our corporate accounts in a timely mannero Producing adhoc content and reports on a daily basis for our corporate account managers, many of which were to strict deadlineso Updating and creating internal and external marketing collateral for sales teams to use to update their account managers, ahead of the press announcement where possibleo Adhoc analysis and presentations for the Sales Leadership TeamAll of these responsibilities required me to maintain a healthy relationship with Account Managers, Marketing, External Communications teams and the Senior Leadership Team. In addition, I was heavily involved in the RFP process for the selection of the new sales enablement tool. I was a lead member of the RFP team from start to finish, including the shortlisting of suppliers, supplier presentations, extensive testing of the tool proof of concepts and contract negotiations. This allowed for an agreement on the best solution for our sales teams. I then executed the system roll out plan by rolling out and teaching our Sales team how to successfully use the system and the benefits of the digital ways of working Showpad provides.

My principle role was assisting the Finance Transformation Programme with the deployment of new systems throughout the global business. The initial focus was on implementing a new invoice processing system called Document Flow Manager. I developed and delivered the training materials for employees. This took the form of Powerpoint presentations and written training manuals. My role responsibilities included:-o Providing analysis of workflow data to enable the team to have visibility of unactioned caseso Drafting communications to suppliers to inform them of important changes to their invoicing processo Solving problems users were experiencing with the systemo Appraising the team of escalation cases and potential system errorsI also led some of the change management activities for the Tax, Treasury and an element of the Payment Services Migration, which involved: - writing and distributing stakeholder communications on a weekly and monthly basis, posting news “bites” on the internal intranet, managing stakeholder expectations and submitting status reports and presentations to tight deadlines. Additionally, I supported the task of restructuring the Decision Support department within Finance. This involved; working with senior stakeholders, developing organisation charts to identify roles in scope, drafting stakeholder communications and maintaining status presentations.All these activities contributed to the cost cutting and headcount reductions targets.Finally, I supported the team with administration activities, including but not limited to, planning and scheduling meetings with senior finance leadership team members, managing office moves and coordinating the on-boarding of new starters.

Appointed Managing Director of a successful company in the Young Enterprise scheme.