Lead a team of Brand & Sponsorship Executives and external agencies to identify and develop new partnerships that strengthen the British Airways brand, build reputation and enhance the customer experience. A commercially focused role that requires significant internal and external senior stakeholder influencing to ensure all activation programmes meet business objectives. Also responsible for leading a promotional team of 80 brand ambassadors from across the airline including recruitment, strategy and team management.Achievements:• Defined and created a global partnerships strategy • Activation of Team GB and Paralympic GB homecoming events post Rio Olympics• Managed media agency review • Negotiated commercial partnership propositions for enhanced customer experiences• Initiated partnership for new baggage proposition with enhanced customer proposition

Responsible for managing a team of 8 Ground Product Executives to deliver effective customer propositions that enhance the airport experience whilst at all times ensuring our policies are adhered to. A worldwide remit that requires senior stakeholder engagement across the business to ensure products are delivered consistently and to specification. Requires constant reference to key customer performance indicators to assess success and continuous improvement measures.Achievements:• Delivered branding strategy and led negotiations for the integration of airlines into Heathrow.• Developed process for FIRST class bags to be delivered first to the carousel, which lead to a 15% point increase in Customer Satisfaction measures and an 18% point improvement in dissatisfaction scores.• Introduced premium off-pier coaching for short-haul arrivals at Terminal 3, which delivered a 17% point improvement in Customer Satisfaction.• Developed Airport Future propositions prior to proof of concept trials incorporating learnings to ensure robust and consistent global roll out.

Led the commercial relationships with our Europe, Africa, Middle East and Asia Pacific supplier base. Effectively managed a team of 4 Performance Managers to deliver the highest levels of service, safety and quality. Accountable for a range of metrics including operational and financial performance, customer satisfaction and punctuality.Achievements:• Delivered costs savings of over £1m through implementation of new suppliers following effective tender process. On SYD, identified opportunities outside of market to realise desired benefit. • Realised opportunity to drive higher TCS standards through successful negotiation and implementation of new catering suppliers on SYD, MRU and NRT.• Mitigated serious security breach on NBO operation through effective risk management ensuring passenger safety and minimal damage to brand reputation.

Responsible for sourcing, developing and managing third party relationships in order to deliver additional value to the British Airways Executive Club and small business customers. Tasked with identifying and developing new third party revenue streams that deliver a commercial return to British Airways with a key focus on partnerships outside of the traditional travel relationships.Achievements: • Initiated and sourced first ever third party advertising on ba.com in partnership with a premium car brand. This is now a significant BA Media revenue stream.• Enhanced Gold Guest List proposition through negotiation and provision of premium hotel offering.

Managed the marketing relationship with all global hotel partners and a number of marketing agencies to ensure all aspects of the marketing mix were utilised to exceed forecast partner revenue targets. Responsible for the creation and delivery of global partner marketing plans and led the creative delivery for worldwide partner marketing activity.Achievements:• Developed the global marketing strategy for the Executive Club portfolio of hotel partners• Significantly exceeded 08/09 revenue targets • Drove incremental revenue through the introduction of hotel acquisition initiatives

Responsible for BA Travel Shops and call centre sales targets, delivering over £150 million in revenue per annum. Prepared sales analysis and passenger forecasts across all areas and presented these at monthly senior management meetings. Developed and monitored sales strategies and tactical activity and ensured they remained in line with British Airways objectives. Achievements:• Successfully managed and implemented league tables to improve performance and conversion levels across BA Travel Shops ancillary products• Awarded ‘Support Person of the Year’ and member of the ‘2004 Sales Team of the Year’

Responsible for preparing area passenger forecasts by regions and compiling seat briefs to British Airways. Monitored and recommended opportunities for late sales and tactical activity such as reader offers, agent promotions and agent special offers.