Jonathan Simons Email & Phone Number

London, England, Gb

London, England, United Kingdom

• Planned and executed a product migration strategy, to migrate 3,000 clients across 250 business units each with approximately 5,000 customers, onto a newly developed leisure management system (LMS). • Migration phases were based on variables specific to the business. These included complexity of service offering, volume of customers, breadth of use of existing LMS and external client relationship.• Responsible for design and delivery of training strategy and materials ensuring clients were fully prepared for migration.• Initiated migration phases via briefings with clients of each business unit and advised on migration benefits.• Collaborated with programme manager to ensure software development roadmap and implementation strategy aligned to client expectations, prioritising features that offered most benefit to the customer experience.• Identified, communicated and managed risks associated with implementation of the new LMS, and adapted delivery schedule accordingly to prioritise the client and customer experience. • During each migration phase, met with clients of each business unit to capture feedback and learnings to evolve the migration process, and feed into the future roadmap.• Accountable for managing subject matter experts across seven key workstreams to ensure critical tasks delivered to meet go live target. • Responsible for regular ongoing communication to key stakeholders regarding project milestones.

London, United Kingdom

• Responsible for leisure contract management of two London boroughs across five leisure centres with an annual turnover of £7M.• Successfully delivered contract tender process to secure leisure contract renewal for 10+ years by demonstrating how service delivery would achieve client objectives and service excellence.• Implemented the project management lifecycle to complete numerous capital investment schemes delivering service improvements in excess of £3M.

London, United Kingdom

• Daily operational management of large central London leisure centres with £3M+ turnover and 700,000+ visits annually• Management of all aspects of service to an excellent standard (QUEST NBS Assessment – 83%) across customer service, facility management, sales, and human resources.• Designed and delivered tailored marketing campaign to achieve record membership sales as part of new centre mobilisation.

London, United Kingdom

• Department lead overseeing customer service, fitness and membership sales for a flagship leisure centre with over 600,000 visits annually.• Ensured core business objectives delivered in line with agreed key performance indicators and audit processes.• Responsible for line management, training and development of customer service, sales and fitness team.

London, United Kingdom

• Coordinated business transformation project to migrate all membership sales from a manual to an online process for leading UK leisure operator.• Established National Contact Centre to handle all customer queries associated with online memberships for 100+ leisure centres.• Facilitated workshops with subject matter experts from diverse range of departments to define project scope, programme and implementation.

London, United Kingdom

Worked in numerous roles across Customer Service, Fitness, Supervisory and Business Support as part of management trainee scheme

Bachelor Of Science (Bs), Sports Development & Coaching Sciences

Associate Of Science (As), Mathematics And Physics