United Kingdom
Experienced and accomplished senior business leader with expertise in effective people leadership and stakeholder relationship management. Proven track record in cultivating strong partnerships and fostering productive collaborations with key stakeholders. Skilled in contract management, negotiating favorable terms, and ensuring compliance with contractual obligations. Recognised for driving results in supply chain and logistics management, consistently meeting commercial and operational targets. Adept at developing innovative customer propositions and enhancing the efficiency of the supply chain. Strong focus on leveraging business intelligence to drive strategic decision-making and optimise performance. Committed to fostering a high-performing team and creating a collaborative work environment. Passionate about driving organisational growth through effective leadership, operational excellence, and successful stakeholder engagement
• Day to day management of the catering contracts (Inclusive of equipment provision) to ensure robust and consistent operation. Proactively engaging in the management and retendering of contracts as appropriate to ensure the achievement of the best commercial and customer service solutions to deliver the LNER catering strategy. • Develop robust service level agreements and ensure the service provider(s) consistently perform to these levels. • Management of all revenue & costs streams relative to the catering offer, control, reconciliation, and audit activities, ensuring effective management of financial risk. • Management of the catering ordering process and procurement to enable maximisation of product availability, minimising waste, and cost of route wide inventory. • Manage and coordinate the development and delivery of new catering products (including equipment) and menus contributing to the creation of an innovative and exciting products. • Support the management of key contracts to ensure that customer experience related systems (EPOS and Interfacing systems), including development of new technology. • Apply an entrepreneurial and commercially rigorous approach to drive revenue generating initiatives and reducing cost. • Introduce new opportunities that maximise revenue and in turn ensure that the catering function delivers a positive financial and reputational contribution. • Continually review competitor and marketplace trends to ensure the menu / retail development is sector leading. • Utilise customer feedback to identify areas for continual improvement of on-board catering. • Support the development of the LNER brand by ensuring alignment of menu development, contract management, supply chain and procurement strategies with the customer experience and corporate, environmental, and social responsibility strategies. • Lead any internal audit programmes relating to catering and support external audits.
Directs, coordinates and sets the internal structure of the Newrest Rail Sector, based on company policies, goals and objectives to ensure an efficient working environment and that deadlines are met consistently. Responsibility for P&L and the day-to-day leadership of customer service, aftermarket, production, supply chain, materials quality, and continuous improvement. Strategically develop and lead the UK rail operations in conjunction with the Senior Management Team. Key Responsibilities • Ensure internal systems are maintained and develop management reporting of all financial and operational processes, to ensure full transparency and audit of key business areas including stock control. • Ensure effective delivery and implementation of customer facing systems, including EPOS and systems roadmap is aligned to business development. • To develop talent and people; ensuring the right people are in place, skilled and the business is supported with robust succession planning. • Executes plans designed to meet company goals by developing policy change and coaching employees. • Using internal systems and data to create management information, to be used across the business, influencing data driven decisions. • Drive cost control, sales growth and financial viability of the business, across multiple customers and the production of circa 32k meals per day, maintaining PBIT. • Prepare budgets, schedules, tenders, presentations and organisational reports as needed. • Identifies improvement areas, plans and implements systems to boost company effectiveness. • Manage customer relationships and communication ensuring high levels of satisfaction, including effective contract management and performance to KPIs • Work with customers and internal stakeholders to develop customer offers, including brand and pricing, through product innovation and development. • Work with all external suppliers and contractors to deliver the best service in line with brand image.
Key Responsibilities This role is responsible for the delivery of an efficient and effective supply chain to support the Virgin Trains Customer proposition. Leadership • Professional leadership and strategic management of the On Board Logistics Team. • Lead, develop and maintain relationship with the RMT on issues relating to Catering. • Lead and develop partnerships with third party and external suppliers. • Work with internal stakeholders to deliver catering revenue targets, frontline performance and customer experience. Strategy and Planning • Continuous improvement of the supply chain through effective project management. • Develop strategy that converts conceptual proposition to delivery. • Play a full and active part in the Virgins Trains Management Team in line with Virgins’ values, aims and objectives. Operational Management • Delivery of a safe and efficient supply chain, including operational logistics and procurement. • Business owner for the delivery and development of EPOS and related systems. • Support the delivery of on board and turnaround cleaning. • Support the delivery of director led working groups and commercial priorities. Budgetary and Financial Management • Manage within agreed budgets and deliver financial efficiencies. • Effective demand, forecasts and distribution of the customer offer. • Provide detailed reporting and analysis of the supply chain, catering revenue, frontline and financial performance. Human Resources and Development • Lead the Onboard Logistics team, supporting team members with personal development and creating the team talent plan. • Lead on recruitment, application of HR policies and procedures. Risk Management and Quality • Work closely with NPD and Proposition teams to continuously improve the customer offer. • Ensure safety standards are developed and maintained, including HACCP
• Responsible for leadership and management of the Catering Planning and Forecasting team. • Ownership of food, equipment and product order levels for the catering and retail offers to ensure customer service while minimising waste and stock holding. • Identify and implement strategies to maximise efficiency and promote innovation within the Catering Team and supply chain functions, such as stock control and audit. • Ownership of supply chain performance measures including compliance to KPI, SLA and contract. • Provide coaching and management support to the Catering team. • Financial modelling for catering and retail offers to ensure budget compliance. • Design, build and maintain business models, databases and reporting packs to support the Catering team, business support functions and frontline managers. • Subject matter expert in developing new EPOS and supporting systems. • Maintain and support current EPOS solution to maximise efficiency and customer service. • Support the Retail Compliance Team to develop and find efficiencies in cash reconciliation, fraud detection, report building and automation.
• Leadership of frontline teams (Train Manager and Catering grades) to deliver customer service excellence, operational safety standards and business targets. • Management of the Euston Service Co-ordinator team • Deputise in the absence of the General Manager, including coaching and support of OBM team. • Manage individual performance through coaching and performance related data. • Recruitment and coaching of frontline staff including new starters, promoted staff and peers. • Nominated HR champion, leading and supporting grievance, performance and disciplinary issues across all functions (inclusive of Stations and On Board) at Euston and other depots. • Responsibility for managing own cases, including investigations, hearings, appeals and attendance at Tribunals. • Guidance to other managers relating to current investigations, mediations and union relationships. • Build and develop positive working relationships with local union representatives including responsibility for the LLC Union negotiations and Catering roster, and support with the Train Manager LLC, whilst maintaining focus on Depot budget and other business needs. • Take the lead in coaching colleagues on mediation, following additional HR training from an ACAS mediation course. • Support the Regional Executive function to both identify and achieve set priorities, including development of strategies to deliver improvement in NPS scores, brand excellence and frontline engagement. • Monitor, manage and reduce delay and operational incidents. • Design, build and maintenance of an On Board Business Information Database and active feedback database for use within all depots. • Report design, maintenance and distribution relating to frontline and on board performance, both locally and regionally. • Project work, for example developing an interactive database to assist in managing absence and individual welfare.