Rachel Start Email & Phone Number

Saudi Arabia

Uk/Ksa

Expat Logistics is a specialist in the import and export of personal effects and domestic pets to / from Saudi Arabia. With a network of global partners and our own teams on the ground in KSA and the UK we provide a personal and comprehensive service to our English speaking Customers during their relocation. To compliment our pet relocations we also operate Bayt Al Aleefa Pet House, an online & physical store retailing pet food, toys, treats and accessories to customers across Saudi Arabia

Jeddah Governorate, Saudi Arabia

Reporting to CCCO, responsible for development and continued delivery of:Ancillary RevenueCustomer Engagement CentreSocial Media Command CentreAirport Sales OfficesNew products / services, including Ancillary ProductsPolicies and procedures for Commercial teamManagement of contracts, commercials and day to day running of; In-Flight Revenues (F&B, Gifts, Pre-Order Meals and Advertising), Seat Selection, Excess Baggage, Online Advertising and third party contracts including Accommodation and Car Rental. Achievements:Key member of the team responsible for successful launch of new low fares airline in KSA (2017) Managed RFP process (incl contract, RFP drafting and commercial negotiations) for out-sourced call centre partner (2017)Managed RFP process (incl. contract, RFP drafting and commercial negotiations) for new hotel partner (2018)Managed RFP process (incl. contract, RFP drafting and commercial negotiations) for inflight retail partner (2017)Ownership of all commercial policies * procedures including Conditions of Carriage & ERP (drafting and subsequent amendments)

East Midlands Airport

Overall responsibility for marketing, e-commerce and customer contact centre

Riyadh

Expat Logistics offers commercial consultancy, cargo and staff re-location services to the English speaking community in Saudi Arabia

Doha

Contract position as a Project Manager within the start-up team of this new airline, unfortunately the project was placed on hold and has not, as yet, proceeded to launch. Successfully delivered• Contract and all schedules relating to the Customer Engagement Centre, including workflows and customer care DOA. Negotiated all fees and services.• Draft Commercial Manual, including all policies, workflows and internal processes• Documented feedback on IBE, website and distribution system RFP responses for further internal review• Customer Experience Workshops

Riyadh Saudi Arabia

Reporting to CCO, resp for dev and delivery of improved/new products, services, and Ancillary Revenues. Manage contracts, commercials and day to day running of; In-Flight Revenues (F&B, Gifts, Pre-Order Meals, Magazine, Advertising), Cargo, Cars, Hotels, Lounges, Seat Selection, Excess Baggage, Online Advertising and other fees. Due to staff re-org I also managed Marketing, PR and Call Centre in 2011. Achievements:Introduced pre-order meals for groups (2011), extended to all sales channels (Q3 2013), 100% inc in F&B profits Managed RFP process (incl. contract and RFP drafting) for new hotel partner, increasing commissions by 25%. API integration to be delivered Q2 2014.Sourced, negotiated and manage first flynas in-flight magazine, providing new product, marketing tool and revenues to flynas (Q3 2013)Commission scheme for offline sales channels (call centre/retail/agents/GSAs) for ancillary products (Q4 2013)Successful co-brand campaigns with Visa, MasterCard, NCB, Panda Supermarkets, Al Hayat Group, SABB, Emirates NBD and Arab National Bank (2012/3/4)Introduced onboard and online advertising revenues (2012)Delivered new Business Class cabin (2014)Managed RFP (incl. contract and RFP drafting) for car rental partner, launched Oct 2012, API to be delivered Q2 2014.Implemented new bundled fares. Responsible for online display, fare rules and internal comms. New fares increased pre-paid Excess Baggage fees by 36% YOY (2012)Worked with IT team to improve Web Check-In process and extend to all KSA airports, 500% increase in use of the product and increase in Seat Fees of 47% YOY (2012)Developed and implemented Voucher process and conditions for use as both marketing and sales product (2011)Renegotiated in-flight catering contract, introduced new business model, turning this area from loss to profit (Q2 2011)Initiated weekly and tactical marketing/promo programme leading to improvement in off peak yields and forward revenues (Q1 2011)

Riyadh Saudi Arabia

Role: Reporting to the CCO, responsibilities included formulating policies and objectives and proposing strategies. Responsible for; e-marketing activities, performance of 3 in-house and out-sourced contact centres (sales and customer service), in-flight catering and all ancillary revenue contracts. Achievements:Member of launch team for first LCC in KSA (2006/7)Part of Project Team (with 4 other Directors) responsible for review, selection and successful implementation of new reservation system, including re-training of over 300 staff (2009)Reviewed and implemented complete review of all processes, both internal and customer facing, prior to new reservation system launch (2009)Sourced, contracted and launched first travel insurance product sold by an airline in KSA (2008)Delivered process to enable launch as first airline in KSA to offer online purchase of seat selection and additional baggage allowance (2009)

Member of the start-up team responsible for contact centre, ancillary revenue and e-Commerce

Luton

Managed and increased profits from all ancillary revenue channels, successfully launched dynamic packaging of car rental and insurance on easyJet IBE and CC res system and improved service levels via thorough training of all partner staff across Europe to ensure consistent service to pax. Re-negotiated all contracts after purchase of Go by easyJet to increase profits and contractual terms. Implemented new products and consistently exceeded targets.

New role to review and create ancillary revenue opportunities. Sourced, negotiated and implemented contracts for travel insurance, car rental, accommodation, ground transport, catering and in-flight sales. Consistently exceeded targets, successfully launched first live quotes for car rental on an airline IBE (2000).

Branch Manager of recruitment company. Increased profits from previous years by 50%+

Managed account base of exporters and freight forwarders across SE England, understanding of all major manufacturing industries and export/import procedures