Mark Wilson

As COO, I oversee all aspects of operations for contact centre & platform service delivery, including owner and guest experience, the customer journey and our people development.

I held end-to-end responsibility for the sales, service, submission and customer support functions of a rapidly expanding tax submission start up providing tax reclaim services on behalf of individuals across the UK.

During my tenure here, I directed and led a high-performing global operations team of technical, service delivery, project management, implementation, relationship management, and digital marketing professionals.

I served as part of senior leadership team with global accountability for corporate sales & franchise business development across national and international networks by guiding team of 14 direct reports and overseeing c200 off-site, internationally remote, and 100% virtual franchisees.

As Senior VP and GM, I collaborated with Executive leadership and provided leadership for 12 direct and c110 indirect reports, including operations, finance, post-trip services, human resources, and marketing. I led the project team responsible for relocating our entire UK operational facility without disruption, delivering on-time and under budget.whilst introducing 24/7/365 servicing without any loss of or interuption to service.

Within this role, I successfully led a diverse workforce of 120 staff to support a full-service travel operation for AXA as Interim Service Operations Manager and transition the operation into a home emergency centre following a restructure. My role saw me project manage the emergency winter contingency for a large insurer, delivering comprehensive assistance in 29 languages to global B2B and B2C clients. Championed performance and standards, setting clear goals and motivating the team; achieved a rating of fifth in the top 50 UK companies for customer service by the International Customer Management Institute.

During my position here, I provided key support, optimised processes, aligned regional operations and delivered radical EMEA continuous operational improvements. I represented the business and significantly raised the firm’s profile as a company ambassador at client/vendor meetings, trade events and travel fair. I was tasked with building and maintaining strong relationships as EMEA country liaison and operational 'fixer' supporting Partner Network and Growth & Emerging Markets team. I rose rapidly from Operations Manager to EMEA Service Delivery Manager for BCD Travel

I drove operational, cost and process efficiency to save £120k as interim Programme Manager, coordaining with cross-functional teams and delivering process improvements. I also supported acquisitions to support growth through conducting a full RFP and selection of new Travel Management Company.

Whilst working within Travelocity, I oversaw the day-to-day operational management for a large multi-disciplined team of 70 agents across a Business Travel and Hotel Booking Agency spectrum, motivating and driving performance. I successfully re-implemented over 100 customers into a new base following the closure of the regional office, overseeing all migratory aspects

My time here, saw me champion a high-quality standard of service and developed client relations and alliances with airlines, aircraft charter, ground transportation, hotels and airport vendors. I held full responsibility for the day-to-day operational management, coordinating with cross-functional teams and ensuring key business objectives achieved.