Reporting to the CEO and a member of the Jet Aviation Executive Leadership team. Responsible globally across all lines of business for Customer Experience, CRM, Business and Market Intelligence, customer profiles, global network contracts and pricing programs. Leads customer experience surveys and Voice of the Customer feedback, loyalty programs, customer experience training programs and customer experience standards.Owning the strategic direction/execution of customer centricity for a private aircraft companyCultivating productive partnerships with customers, using effective communication to build a strong rapport and nurture profitable associationsBuilding a centre of excellence that supports the business across customer centricityOverseeing investment portfolios, including IT systems, processes, people and facility assetsCollaborating with customers, vendors, stakeholders and senior leadership Reporting key customer trends, metrics and data Designing and executing a bespoke customer experience training programme rolled out to 2000 employees , achieving a 5* serviceBuilding a customer experience feedback survey programme to give a real voice to the customer, receive real-time feedback and resolve any problem quickly Extracting maximum value for loyal customers through recognition and reward Transforming a manual process into an automated portal for clients to book trips, services and accounts onlineCreated a multi-line of business customer strategy to move core values of the company from financially to customer-focusedGrew global customer loyalty by 10% and increased the customer NPS from 68% to 80%Achieved an employee engagement score of 97%Moved controllable losses from 17 to 1 in 12 months, saving the company thousands in lost revenueElevated sales opportunities by £1.5m by introducing/building an influencer network with a VIP ‘meet and greet’ service at London airportsGrew the network by 350 influencersSimplified the global CRM system

MD EMEA with full profit, loss and strategic growth accountability for EMEA businesses with 550 employees over six countries (UK, Germany, Greece, France, Italy and South Africa with board responsibilities for all entities across the region. Responsible for all operations, health, safety, fuels, environment, sales, business development, brand licensing program, customer service, VIP program and regional growth strategy.In charge of strategic growth and P&L accountability for the largest fixed base operation (FBO) network for business and general aviation users with £2.2bn in revenue, 550 employees and 220 key airport locations in the UK, France, Italy, Germany, Greece and South AfricaUndertook board responsibilities for all 28 entities across the EMEA regionControlled operations, the customer service culture, heath, safety, fuel, environment, sales, business development and the VIP / brand licensing programmesMaximised the potential and contribution of 400 members of staff using consistent messaging on performance, quality and standards, re-designing the team to achieve cost effectiveness, strengthen engagement and introduce diversityIncreased the divisional operating profit by 60% over a three year period Created long-term sustainability by negotiating favourable lease extensions in key locationsSpearheaded the design, build and integration of a £26m capital investment at Luton Airport, which culminated in a state-of-the-art private jet terminal completed on time and within budgetAchieved over 90% in engagement results within the teamReduced recordable injuries by 75% by strengthening the safety culture, making it top of the agenda and rewarding safe practices across the regionIncreased profit by 10% in two months by redesigning pricing models for base tenants

Reporting to the EMEA Managing Director and responsible for the strategic growth of the EMEA business and the safe operation of the network through a leadership team of Area Directors, General Managers and safety professionals.In charge of strategic growth and P&L accountability for the largest fixed base operation (FBO) network for business and general aviation users with £2.2bn in revenue, 550 employees and 220 key airport locations in the UK, France, Italy, Germany, Greece and South AfricaUndertook board responsibilities for all 28 entities across the EMEA regionControlled operations, the customer service culture, heath, safety, fuel, environment, sales, business development and the VIP / brand licensing programmesMaximised the potential and contribution of 400 members of staff using consistent messaging on performance, quality and standards, re-designing the team to achieve cost effectiveness, strengthen engagement and introduce diversityIncreased the divisional operating profit by 60% over a three year period Created long-term sustainability by negotiating favourable lease extensions in key locations

Reporting to the Managing Director in this new role responsible for the strategic growth of the EMEA network, the generation, execution and tracking of new and innovative venue streams, Signature Select programme, business partnering and standards auditing. Business development lead representing Signature EMEA at key trade shows and events in EMEA, USA and Asia.Responsible for the strategic growth of the EMEA network, the generation, execution and tracking of new / innovative revenue streams, business partnering and standards auditingNegotiated purchase agreements for six new locationsAchievementsDelivered innovative revenue streams and customer propositions which increased revenue opportunities and provided incremental services to crew and customers to drive loyalty and association with the brandBuilt and executed the Signature Select franchising programme for Europe, increasing the network by three locations, using and managing relationships of the franchise model

Area Director UK Regions, Germany, Ireland and France

General Manager with operational and profit/loss responsibility for London Gatwick, Southampton and Bournemouth.

Owner fo the London Gatwick FBO (private jet handling operation) from 2000 until sale to Signature Flight Support in 2008 following a management buyout from previous owners. Responsible for increasing the saleable value of the company securing new real estate, negotiating long leasehold in this sole source location, winning coveted Foreign and Commonwealth VIP commercial contract and founder of the now global Elite Class VIP Commercial service. Negotiated and secured the sale of the business to BBA Aviation.