Tom Stevens Email and Phone Number
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A multi-discipline background working in senior leadership roles across different geographies with a track record of delivering transformational change in customer experience from design through to operational delivery, with a passion for transformation, people leadership and cultural change.Thrilled to be part of the executive team at Air Canada leading the Customer Experience vision and transformation roadmap, based in Toronto.Prior to Air Canada, working as part of the British Airways Management Committee, leading the Brand and Customer Experience team responsible for airport experience and all aspects of inflight customer experience (interiors, catering and cabin crew) together with end to end customer care through global contactcentres. Leadership of the brand and marketing team who bring the story to life driving customer choice and loyalty. Leading a team of over 12,500 colleagues globally through the crucial period of emerging from the COVID pandemic with a focus on rebuilding service, restarting global operations, adapting to new customer expectations and leading recruitment of over 5000 new colleagues. A board member of IAG Loyalty, the Avios loyalty platform across IAG airlines and the growing currency for other airlines and new emerging businesses
Air Canada
View- Website:
- aircanada.com
- Employees:
- 10
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Vice President Canadian Airports And Customer Experience StrategyAir Canada Mar 2024 - PresentSaint Laurent In Montreal, Quebec, CaDriving 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
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Vice President Customer Experience And Operations StrategyAir Canada Apr 2023 - Mar 2024Saint Laurent In Montreal, Quebec, CaLeading the implementation of our end-to-end customer experience vision across Air Canada through a customer centric transformational agenda.
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Chief Customer Officer | Director Of Brand And Customer ExperienceBritish Airways Apr 2021 - Jul 2022Middlesex, GbLeading 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. -
Head Of Airport Operations / Worldwide AirportsBritish Airways May 2019 - Apr 2021Middlesex, GbResponsible 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.
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Head Of Customer, HeathrowBritish Airways May 2017 - Apr 2021Middlesex, GbResponsible 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.
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Director Of Procurement - Aer LingusInternational Airlines Group (Iag) Oct 2015 - May 2017London, England, Gb -
Head Of Group Procurement OperationsInternational Airlines Group (Iag) Dec 2014 - Oct 2015London, England, GbDeveloping 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.
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Group Supplier Performance Management LeadInternational Airlines Group (Iag) Apr 2014 - Dec 2014London, England, GbWithin 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.
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Marketing ProcurementBritish Airways Jul 2013 - May 2014Middlesex, GbWorking with the British Airways marketing team to manage and review BA's global marketing agencies.
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Procurement Executive (Operations)British Airways Oct 2012 - Sep 2013Middlesex, GbManaging 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.
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Procurement Executive (Corporate - Hotels & Transport)British Airways Oct 2011 - Oct 2012Middlesex, GbWith 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.
Tom Stevens Skills
Tom Stevens Education Details
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King'S College LondonGeography -
Westcliff High SchoolA-Level/Gcse
Frequently Asked Questions about Tom Stevens
What company does Tom Stevens work for?
Tom Stevens works for Air Canada
What is Tom Stevens's role at the current company?
Tom Stevens's current role is Customer Experience Strategy and Canadian Airports.
What is Tom Stevens's email address?
Tom Stevens's email address is to****@****oup.com
What schools did Tom Stevens attend?
Tom Stevens attended King's College London, Westcliff High School.
What skills is Tom Stevens known for?
Tom Stevens has skills like Procurement, Negotiation, Airlines, Change Management, Supply Management, Aviation, Airports, Stakeholder Management, Commercial Aviation, Civil Aviation, Program Management, Supplier Negotiation.
Who are Tom Stevens's colleagues?
Tom Stevens's colleagues are Gary Ferguson, Mohamad Khalid, Michel Montreuil, Sarliji Atputharajah, Geoff Trimpol, Edwin Blanco, Wajdi Bouabdallah.
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