David Gloster

WORK HISTORY

EDUCATION

ABOUT DAVID GLOSTER

Successful Head of Customer Experience with more than 25 years transformational change and innovation expertise. A talented negotiator proven to deliver 30% productivity cost reduction measures whilst maintaining supplier relationships. Emotionally intelligent and visible leader with highly accomplished communication skills that achieved healthier and more supportive internal and external interactions, increasing staff engagement in the first year by 3%. I can be contacted as follows : e: d••••••••@gmail.com m: 07•••••••46 Highlights: • Managed the Qantas response to a number of serious operational incidents e.g. closure of UK airspace due to Icelandic volcanic ash activity. Chaired the incident management centre, directed action plans and risk managed all activity. Issued communications keeping a calm head during times of extreme pressure, protecting brand reputation while enhancing customer advocacy. • As project leader, achieved AUS $1.1m annual cost savings through complex trade union and staff negotiations resulting in, third party (market rates) workforce, without operational disruption or industrial action • Represented 70 airlines in negotiations with the airport owners for Heathrow campus developments, notably the airport expansion programme and 3rd runway proposals. Provided the ‘voice of reason’ to challenge, negotiate and drive cost reductions resulting in improvements and value for money customer propositions Specialties include : • Customer Experience | Operational Excellence • Change leadership | Implementation of transformation within large work groups • Reengineering of business processes to achieve operational improvement • Stakeholder management | Relationship management • Staff development | Coaching | Employee engagement • P&L accountability for operational expenditure & budgets in excess of $80M • Contract negotiation | Contract management