James Beck Email & Phone Number

London, United Kingdom

Luton, United Kingdom

I managed strategic Customer Delivery projects with clear goals, risk analysis, quality standards and commercial oversight.Key Accountabilities:- Coordinated large and diverse project teams across different streams and functions.- Ensured work-package alignment and integration among work-streams and functional areas.- Defined and tracked project benefits and outcomes for key change projects.- Planned and executed project implementation activities.- Developed and updated capability models and organisation design implications.- Evaluated change readiness and stakeholder engagement for related implementations.- Engaged and managed executive stakeholders.

Luton, United Kingdom

As the head of TUI UK & Ireland Overseas Quality Management, I was responsible for developing and executing the strategies for Health & Safety (consumer), Destiation Ancillary Revenue and Customer Communication. Key Accountabilities: - Establishing and enforcing the consumer Health & Safety policies and practices for TUI UK & Ireland customers.- Overseeing the quality assurance of accommodation products, including new hotel construction and major renovation projects.- Managing the relationships with external partners for Health & Safety and Construction Project Management.- Creating and implementing the ancillary revenue strategy in more than 50 overseas destinations.- Designing and delivering the in-resort customer communication materials and platforms to enhance brand awareness and support ancillary revenue goals.- Representing TUI at industry trade associations (ABTA/FTO).

London, United Kingdom

As a change manager for a major tour operator, I led key initiatives to improve the overseas operations and customer experience.Key Accountabilities:- Identified and evaluated new opportunities within operational and commercial constraints.- Created business cases to support proposed changes.- Planned and executed new processes across the TUI UK & Ireland customer journey to boost revenue, customer service, and efficiency.- Oversaw the implementation strategy of all strategic projects, including testing and deploying systems.- Monitored and assessed the outcomes of all projects.- Supervised and coordinated multi-disciplinary permanent and temporary teams.

London, United Kingdom

Improved the customer experience for overseas markets to boost brand loyalty and streamline operations.Key Accountabilities:- Measured the gap between service expectations and delivery for over 4M customers per year.- Developed new processes across the customer journey to increase revenue and service quality while reducing inefficiencies.

Spain

Led and mentored a team of 35 resort employees. Conducted regular performance evaluations to maintain high levels of staff engagement and satisfaction.

Spain

Led and implemented strategies to prevent service disruptions, reduce customer grievances and payouts, and enhance customer satisfaction across the overseas operation.

Spain

I successfully led a Hotel/Resort team to meet and exceed customer expectations by providing high-quality service and maximising revenue opportunities. I consistently delivered the key resort metrics to the expected standard.

United Kingdom

Oversaw the sales operations of various travel products and services, including all-inclusive vacations and customized trips. Provided leadership, guidance and training to a team of sales agents to achieve the shop's goals and objectives.