Sam Mardon Email & Phone Number

London, England, United Kingdom

Responsible for revenue and client experience for Landmark and The Space brands. Leaders in delivering client-led flexible office space and meeting rooms in London and across the UK.

Leading the Client Experience strategy for Landmark and The Space, seeking to deliver the best CX in the sector for both brands.Gathering valuable insight from clients to focus CX direction on specific, measurable projects designed to enhance the offering at every touchpoint.

London, England, United Kingdom

Reporting to parent company CEO & responsible for overall performance of 8 locations of flexible office space buildings throughout London for The Space UK. Including sales, budget, & operations. T/O £13m

London, United Kingdom

London, United Kingdom

Reporting to Business Owner/FounderTurnover c£1m, Full P&L ResponsibilityBudget holder & Managing Director for UK/Europe and responsible for the twobirds European Operation and Brand. Accountable for HR and Brand Standards, Creative, Finance, Production, Warehousing and Logistics. Overseeing web development, and creating and implementing processes. Management of flagship property including lease negotiations, facilities, external factory management and relationships with third party suppliers and wholesalers. Overseeing PR and Social Media strategy and logistics/planning.

London, United Kingdom

Reporting to CEOTurnover c£60m, Full P&L ResponsibilityMulti-site group level responsibility for the Strategy, Operational Management and Customer Experience of the Nido Estate. Responsible for the General Managers and their teams, along with facilities, contracts and exceptional customer service delivery across the group. Nido is positioned as a premium experiential offering, having learned from hotels, private members’ clubs and private residential sectors.Project Managed a 6 month £2.6m refurbishment project at Nido West Hampstead - implementation of a new large-scale events space, café, restaurant and games/karaoke rooms.Operational budget holder, accountable for EBITDA, delivery of monthly stakeholder reporting and weekly investor calls. Assisting our Private Equity partners with new building acquisitions by investigating new schemes profit viability by creating and implementing a working Operational Expenditure model. Part of project team for acquisitions in Glasgow, Edinburgh, Southampton, Cambridge and Newcastle. Regularly conducted tours and meetings to engage potential investors with the Nido business model and brand vision.

Spitalfields, London

Reporting to CEOTurnover c£18m, Full P&L ResponsibilityManaging the real estate, operations, sales and service for the flagship 33 story Spitalfields Tower (and previously the boutique Notting Hill residence) located in the City's Square Mile: the building is home to more than 1,100 residents from across the globe. At the forefront of this growing sector, the operation included an auditorium, cafe, restaurant, karaoke rooms and meeting and event spaces. In addition, I worked as Integration Manager for new asset acquisition from ISL in West Hampstead. Project managed all work streams including sales, marketing, technology, HR and finance to ensure a smooth brand transition into the fourth Nido Collection Property.

White City, London

Reporting to Retail Operations DirectorRetail and Operational accountability for the Mr Porter business including Inventory, Creative, Merchandising, Vendor Relations and Logistics/Warehousing processes. Constantly reviewing efficiency of working practices in buying, merchandising and warehouse to drive margin, sell thru and scalability. Managing the website upload, using in-house stock management systems to ensure the best possible commercial success. Leading a team of Retail Co-coordinators in the UK and NYC to achieve our objectives and create best-practice relationships with our vendors whilst ensuring customer experience is exemplary. Ensuring that all operational teams in the Distribution Centre and Head Office view their practices through the eyes of the customer.

London, United Kingdom

Reporting to Operations DirectorResponsible for the first class, same-day delivery service throughout London. Industry leading delivery provision where customer service is second to none, achieved via a highly trained team and efficient logistics, systems and warehouse processes. Immaculately packaged luxury items delivered via a highly customer focused customer centric team, and exceptional delivery drivers. Responsible for a team of 50+ staff, including 7 leaders, 5 of which promoted from within the department. Processes implemented and streamlined to ensure the daily success of this fast paced environment, delighting the company’s highest spending clients.

London, United Kingdom

Reporting to CEOTurnover c£5m, Full P&L ResponsibilityManaged a 5-star Business Centre with overall commercial and operational responsibility. Key indicators measured were yield achieved, occupancy %, renewal rate, client satisfaction and employee retention. Responsible for a team of 8 staff including 2 operational managers covering both serviced offices and meeting venues. Smooth operational running of multiple offices and associated facilities was vital to ensure high client satisfaction in order to meet KPIs.

Manager of Customer Service and Support - EMEA - This was a newly created position which main functions were to create and implement application support processes to increase customer satisfaction levels and therefore increase support package revenues. This included managing a team of 10 support consultants and rolling out a new customer relationship management system. In addition, the role included managing the office and facilities for circa 50 employees.

Chatham, Kent

Responsible for all operational aspects of the 100 seat contact centre covering inbound and outbound telephony, administration and finance teams. Call volumes were managed through tight SLAs ensuring all customers were dealt with in a qualitative, fast, professional manner reflective of a high profile, luxury brand. Accurate staff scheduling was paramount to deliver exceptional service at all times. Managed a team of circa 92 employees through 8 Team Coaches.