Graham C. Email & Phone Number

Exeter, England, United Kingdom

Exeter, England, United Kingdom

Exeter, England, United Kingdom

Exeter, England, United Kingdom

Exeter, United Kingdom

Product owner for customer experience technologies including:• Optima customer database and email service provider (ESP)• 15Below disruption communication management tool• Flybe Voice of Customer (VoC) – Medallia software• Amadeus Customer Experience Manager platform (CEM) – customer profiling tool• Amadeus customer accountsKey Achievements• Defined and gained board approval of the Flybe Customer Data Strategy designed to integrate each of customer experience products to create a single view of the customer. Enabling Flybe to communicate relevant and timely information to the customer via their preferred channel and enhance the entire customer experience at every touchpoint.• Implemented phase 1 of the Customer Data Strategy, including the delivery of a Voice of Customer (VoC) platform, unlocking a step change in actionable customer insight.• Worked with a cross-company stakeholder group to drive NPS up through improved operations and resolution of a pre-departure pain point, delivering the best NPS result in 3 years in February 2020.• Key stakeholder in various new initiatives within Flybe including developing the single customer view, implementation of Amadeus; Flybe’s new digital platform and transformation to Virgin Connect.• Following extensive quantitative and qualitative research with customers, introduced a companywide programme to embed and leverage new customer personas, including cabin crew training, inclusion in procurement RFP and route network profiling.• Provided key insights of the Flybe customer to the wider business, identifying and maintaining a clear description of who the customer in order to contribute to improved ROI on marketing, customer service and customer experience initiatives including the identification of key customer segments at route level.• Responding to customer and stakeholder feedback, designed, A/B tested, implemented new pre-trip communications. Resulting in an incremental revenue value of £5m per year.

Exeter, United Kingdom

• Management of SEO, Search, Display and Affiliate programmes to maximise revenue and route visibility as required within monthly budgets.• Monitored social media platforms (predominantly Facebook, Twitter, LinkedIn and YouTube) to promote marketing campaigns and increase brand awareness.• Worked alongside the Head of Marketing and Digital Manager with the implementation of key analytical tools such as Google Analytics Premium and DoubleClick.• Assisted, where necessary, with the execution and delivery of email communications to the Flybe customer database.Key Achievements• Successfully implemented measures to deliver a GDPR compliant email database, safeguarding 400,000 contacts with an annual revenue value of £1.6m.• Generated an incremental revenue benefit of £500k through behavioural segmentation control cell testing during the 7-day September Sale in 2017. Adoption of this segmentation/testing continued moving forwards.

Exeter, United Kingdom

• Designed and maintained training courses based on customer requirements ensuring the company values are embedded within all training material.• Identified new opportunities to deliver exceptional training, leading the strategy to procure a learning management system to ensure Flybe is up to date with current learning technology trends.• Assisted departments around Flybe by designing and delivering culture change workshops around the network.• Trained Ground Handling agents from around the Flybe network on reservations, ticketing, customer service and general airport operations.• Visited airports served by Flybe on a regular basis to deliver training and observe correct procedures and practices.

Exeter, United Kingdom

• Took incoming calls from the general public, both pre and post travel• Made and amended passenger bookings by request• Dealt with customer complaints• Made outgoing calls with regards to schedule changes and flight cancellations

United Arab Emirates

• Dealt directly with passengers in a confined space during long unsociable hours and some times in a very short space of time.• Ensured passengers were safe and comfortable at all times in accordance with safe working practices and industry regulations• Dealt with customers/passenger complaints efficiently and effectively• Travelled to various countries and worked with many different nationalities• Provided first response emergency first aid

Exeter, United Kingdom

• Dealt directly with passengers in a confined space during long unsociable hours and some times in a very short space of time.• Ensured passengers were safe and comfortable at all times in accordance with safe working practices and industry regulations• Dealt with customers/passenger complaints efficiently and effectively• Travelled to various countries and worked with many different nationalities• Provided first response emergency first aid

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