Reporting to the CEO and the Board of Extreme Cool Ltd, operationally and P&L accountable for all customer facing aspects of the 260,000ft 2, £32m private equity owned high-profile operation.
15 tenanted retail spaces including Snow+Rock/Nandos etc, B2C, B2B and Corporate F&B operation. £10m turnover/£3m profit. 450 staff inc. 180 Pros, 5 HODs inc. FM team.
- Restructured Operation to maximise productivity – reducing payroll costs YOY by 61k, and FM costs by £143k.
- Designed and implemented Communication & Recognition processes and wrote and delivered staff training on H&S, induction, customer service and cross-functional Management training.
- Catalogued/ categorised 7 years accident stats, & changed systems, processes & SOPs to minimise business risk, and successfully defended 12 legal compensation cases against Chill Factore.
- Drove Visitor Experience metrics through Trip advisor, designing and implemented 3 rd Party Mystery Shopper scheme. 3* to 4* TA.
- Projects: ‘Santa Snowside’ income YOY up by 22% Xmas 2011- 14. Sochi Olympics’ project drove YOY growth 26%.