Melissa Sharpe
Head of Customer Engagement @Flybmi
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WORK HISTORY
Head of Customer Engagement @Flybmi
Flybmi has been operating as an independent airline since June 2012, serving niche markets within the UK and Europe with 20 aircraft, covering 27 destinations. I am responsible for the development of the entire customer experience covering all touch points within the journey. I am also responsible for third party relationships to drive incremental sales in excess of £2m.Part of the original management team that established the business I have •Launched a new digital and online strategy across multiple channels that differentiate our airline from competitors and drive sales as well as customer experience.•Been responsible for a number of Change Management activities such as designing and implementing best practice that created back office efficiencies and increased customer satisfaction. I have also delivered product enhancement initiatives that have generated an additional 1.2m in revenue through ancillary contracts and in-house solutions.•Created a bespoke customer care reporting system which has increased efficiency with the contact centre whilst improving visibility of customer feedback•Developed strong networks and relationships with industry regulators and governing bodies`, e.g. Civil Aviation Authority, Consumer Council, Consumer Protection Group
EDUCATION
University of Derby
Marketing and HRM
SKILLS
ABOUT MELISSA SHARPE
I am an experienced professional with a high level of understanding and proven performance across management, sales and Digital Marketing. I have been recognized by colleagues and customers alike for my ability to bring simplicity to technical concepts.Having now joined Capella Professional part of the Sky Recruitment Solutions Group, as Business Manager my aim is to utilise my Corporate knowledge and experience to connect local businesses and talent together ensuring that both technical and cultural drivers are aligned throughout permanent or contract recruitment process.If you need assistance sourcing and assessing individuals to join your business or are looking for a new opportunity, please contact me on-Mobile: 07•••••••42Email: m••••••@skyrecruitmentsolutions.co.uk
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