Tom Stevens Email & Phone Number

Saint Laurent In Montreal, Quebec, Ca

Driving Customer Experience Strategy across Air Canada and leading the Canadian Airports team with 10,000 employees including at our three hubs in Toronto, Montreal and Vancouver

Saint Laurent In Montreal, Quebec, Ca

Leading the implementation of our end-to-end customer experience vision across Air Canada through a customer centric transformational agenda.

Middlesex, Gb

Leading our Brand and Customer Experience team at British Airways. We are responsible for our airport experience and all aspects of our inflight customer experience together with end to end customer care through our global engagement centres. We then ensure that we are telling the story of our airline through our brand and marketing team.Core to delivering the British Airways customer experience are our amazing colleagues, and I hold responsibility for leading our team of over 12,500 colleagues including cabin crew, global engagement centre agents and head office management teams.

Middlesex, Gb

Responsible for the global delivery of customer experience, operational performance and safety across BA’s global airports. Driving and embedding a new culture of empowerment and customer centricity through trusting our colleagues, engagement and sharing stories of excellent customer service.

Middlesex, Gb

Responsible for the British Airways hub operation at Heathrow with over 350 departures per day and 120,000 customers passing through the terminals. Leading a team of 5000 staff on a transformative journey of Customer Satisfaction through a culture of empowerment, trust and multi-skilling to deliver significant improvements in NPS, and resulting in BA being awarded “Best Airline Staff in Europe” 2019 by Skytrax. This significant achievement has been against the backdrop of significant cost reduction as a result of automation technology, employment cost changes and efficiency. Driving and delivering on an employee engagement programme throughout the change programme has been crucial for its success.

London, England, Gb

London, England, Gb

Developing and leading the IAG Procurement Operations Centre (POC), based in Krakow, Poland.The POC undertakes procurement’s day-to-day operational and transactional activities; Supplier Intelligence, Contract Administration, Supplier Performance Management, Corporate Social Responsibility, E-Procurement (RFx) and Spot/Fast buy transactions. The POC team is an integral part of Group Procurement, working alongside colleagues in the UK, Spain and USA.I lead the development of this new function including building the new team, developing a complete set of process and governance structures.

London, England, Gb

Within IAG Group Procurment, responsible for identifying and managing the group strategy for managing suppliers (SRM) under the IAG "Supplier Performance Management" programme. In this role I am pulling together best practice from our group companies (British Airways, Iberia, Vueling and IAG Cargo) in order to determine an overall group strategy for supplier management.

Middlesex, Gb

Working with the British Airways marketing team to manage and review BA's global marketing agencies.

Middlesex, Gb

Managing a portfolio of global service partners and capital projects providing BA with services from ground handling, security, lounge management, customer contact centres and capital equipment purchases. I have responsibility for sourcing and re-tendering these contracts along with on-going supplier management. This role involves managing multiple stakeholders from around the business as well as working with our international businesses with Iberia and Vueling.Over the past year I have agreed over £28m of supplier contracts and achieved savings of over 24% as well as implementing enhanced contractual terms and service levels to enhance our customer proposition.I am also responsible for a number of other strategic initiatives to help achieve our corporate cost saving goals. These projects all involve analysis of current trends, encouraging stakeholder involvement and implementing solutions.Beyond the day job I am a member of the Procurement People Development Group and my particular focus is on developing an integrated and strategic approach to furthering professional development within the department and encouraging engagement from colleagues in relation to CPD.

Middlesex, Gb

With a current remit to source, negotiate and contract flight-crew & cabin-crew hotels for Africa and the United Kingdom. In addition I also source and contract hotels in the UK for delayed passengers and manage BA's UK ground transport solutions. Current contracts that I manage total £52m.

Geography Bsc (Hons), Geography

A-Level/Gcse