Freddie Sutton Email & Phone Number

London, England, United Kingdom

London, United Kingdom

Flash Pack is an award winning travel startup, providing exceptional customer service and world-class products on luxury group trips. Flash Pack has seen 100-300% year-on-year growth, and in this fast-paced environment my role as Product and Operations Manager was varied and hands-on, but my key responsibilities were:- Oversaw operational delivery, logistics, supplier management and product quality for a portfolio of consumer facing products worth over £20 million annually, managing individual accounts worth £250k to £6 million.-Led and assisted in ideation, development, launch and evaluation of 23 new products, bringing in over £2 million in additional revenue.- Responsible for onboarding new hotels and DMCs as the global product portfolio expanded in line with 300% annual business growth.- Owned internal communications with Sales, Customer Experience and Marketing departments with regards to new and updated products.- Managed relationships with 21 international suppliers to ensure adherence to SLAs and creating workflows to improve booking processes and facilitate product improvements.- Implemented sales and quality control systems to ensure sustainable growth, improving overall customer feedback from 8.4 to 9.3/10 while increasing overall margin by more than 10%.- Analysed customer feedback using SQL, Excel and Google Analytics to identify and prioritise improvements to products and processes, improving NPS to 80+.- Used SalesForce to forecast demand, and worked with external suppliers to manage product yield, increasing trip fill by 33%.- Conduit between Customer Experience and Product Teams, and voice of the customer within the Product Team.

London, United Kingdom

In addition to client facing work my role expanded to include the following tasks:- Led relationship management with over 100 international supplies, negotiating rates and updating product costs in CMS.- Provided sales and feedback reports to the Managing Director in order to evaluate product success and new trends, and update the product roadmap accordingly.- Managed a team of four consultants to meet quality and sales KPIs for a portfolio of products worth over £4 million annually, supported with any escalated customer issues, and trained new team members.- Worked with external engineers to build functions to improve the customer journey and increase efficiency of internal systems, reducing time spent on supplier communications by 90%.- Devising new example itineraries and providing copy for marketing materials.

London, United Kingdom

Expert Africa is a specialist tour operator creating tailor-made, luxury, experiential, and responsible trips across southern and eastern Africa, focussed on delivering exceptional customer service through highly detailed levels of product knowledge. Trips are planned with meticulous detail, with a per person spend ranging from £2,000 - 30,000.Key Roles:- Designed, costed, sold and delivered operations for complex tailor-made itineraries, with my annual sales exceeding over £900,000.- End-to-end point of client contact, handling all logistical details and solving in-country disputes for over 80 unique departures each year.- Managed client relationships with over 160 HNWI per year, communicating client needs to suppliers and achieving a 98% customer satisfaction score.- Updated all client information on custom CMS software, product/client information on CRM (Darwin) and booked flights on GDS software (Amadeus).- Collected, consolidated and analysed client feedback to appraise products, improve sales and ensure excellent reviews.- Researched, developed and wrote copy for over 150 webpages and was a major contributor to both the Bradt Guide to Zambia and Namibia.- Used Microsoft Excel to update rates for over 100 products on a yearly basis.

London, United Kingdom

Salisbury

- Conducted Phase 1 habitat and protected species surveys.- Analysed data in Excel, SQL and GIS for Environmental Impact Reports.- Summarised scientific and technical data for stakeholder communications.

York

- Responsible for technical development, data analysis and project management for an environmental NGO.- Defined project goals, strategies and KPIs to monitor and evaluate project progress and actual delivery of benefits.- Conducted environmental and community surveys, and analysed data in Excel and R to evaluate environmental health and project success.- Liaised with university research teams, local communities and corporate partners to ensure delivery of project logistics.