Simon Ingram Email & Phone Number

Godstone, England, United Kingdom

London, England, United Kingdom

• Sole management of high profile tour and museum operation, with a team of 70+ employees and casual workers, responsible for a £4m+ revenue business area.
• Delivered full reopening of all products following COVID-19 pandemic, liaising with H&S, Football Operations and other club and external stakeholders to deliver full range of products.
• Developed operational efficiencies and smarter working to deliver footfall +85% to target while maintaining cost savings.
• Developed a visitor-centred culture, developing and motivating the team to deliver record Visit England inspection scores year on year.
• Updated Museum, Tour and guidebook to provide increased and organic representation of Arsenal Women’s team throughout the visitor experience.
• Delivered complex projects including a wide range of internal and external suppliers and stakeholders on time and within budget.

London, England, United Kingdom

• Managed Hospitality Department with a team of 70 employees with 3 direct reports; controlled P&L with a budget of £1m+; maintained high levels of professionalism and strong health and safety (H&S) culture
• Negotiated with clients and agreed delivery of high value brand event; achieved with COVID-19 protocols in place
• Planned and organised equipment, procedures, H&S for reopening following lockdown; opened with processes in place to accommodate visitors safely
• Created a new premium initiative reflecting post-COVID market changes; delivered in time for peak bank holiday period
• Motivated team, mentored key members, provided development plan, training and support, with 4 achieving promotion to senior roles
• Implemented responses to visitor social media queries using a new software program; progressed from 0% to 90%+ replies over a 2-month period

• Managed Hospitality and Ride Operations; led a team of 150 employees with 7 direct reports; controlled budgets of £2m
• Directed and coordinated customer service strategy; improved KPIs to 94% customer service rating, increased very satisfied visitors by 20%, NPS by 15%
• Reviewed and conducted strategic plans for premium offering; delivered £500k revenue and 30% volume increase on reduced experiences
• Project managed £165k+ rebrand; met launch deadline, within budget and to higher standards
• Turned around champagne bar; drove footfall and increased margins raising revenue by 30% and 50% in consecutive years
• Reviewed stock control; reduced variances by more than 200%

• Managed operations for UK’s busiest paid-for attraction including Admissions, Ride Operations, Retail and Hospitality; led a team of 250 employees with 5 direct reports; managed £multi-million budgets and delivery of.
• Assigned General Manager responsibilities for 4 months, in GM absence, directed commercial, H&S and people strategy; delivered sustained outcome in all areas
• Led and managed attraction emergency response for Westminster Bridge attack; kept visitors and staff reassured and safe during incident
• Improved H&S culture; brought physical and process improvements on safety which increased positive employee survey scores
• Restructured operating model; achieved 20% increase in utilisation and £500k+ head count savings
• Integrated new gift shop and photo opportunity; doubled daily sales spend per head

• Managed Ride and Show department; led a team of 80 employees with 2 direct reports; controlled a budget of £1m+
• Developed a customer service culture; created; brought service and efficiency to the forefront and improved mystery shop scores and KPIs
• Led major capex proposals; coordinated with brand marketing, suppliers and group leadership to develop operational proposals for major investment
• Advised attractions on operations; provided expertise on efficiency, H&S and customer service for launch of 4 attractions
• Led cross-department service improvement initiative; implemented changes which increased visitor satisfaction KPIs
• Delivered Finance training; created and facilitated Finance for Non-Financial Managers course across London

• Managed department operations with 80 employees and 6 direct reports, plus 60 staff as Duty Manager
• Led site, planned and solved operational issues, motivated/monitored team; delivered 23,500 highest attendance to date
• Strengthened department with improved culture, recruitment, training and leadership with emphasis on commercial awareness and customer service; improved synergy and collaboration, visitor KPI and staff survey scores
• Controlled and reviewed budgets and payroll; managed staffing based on expected attendance, purchased equipment; delivered accurately under budget with increased number of visitors
• Developed training; reviewed documents and procedures, updated to ensure best practice with improved standards

• Supervised daily front line operation of London Eye and 4D Experience with 15 direct reports and a daily team of up to 30
• Led pre-delivery operations of the £5m 4D Experience; recruited and trained teams, developed procedures, liaised with suppliers, marketing and senior management; delivered opening on time with a reduced handover period
• Improved efficiency; developed operational planning and issue resolution to deliver the highest levels of efficiency