Tom Anthony
Customer Experience Airport Manager @TUI
Signup · Get unlimited contacts
WORK HISTORY
Customer Experience Airport Manager @TUI
Newcastle upon Tyne, GB
As Customer Experience Airport Team Manager at TUI, I’m responsible for leading the customer journey across five UK airports - driving service improvements, empowering frontline teams, and championing innovation.In this role, I’ve successfully delivered a major operational efficiency project, leading to a saving that was reinvested into on-the-ground leadership. I’ve also overseen consistent uplifts in customer sentiment - with our area’s NPS rising from 52 to 56 and check-in CSAT improving from 8.80 to 8.90 under my leadership.Passionate about people and performance, I’ve developed and rolled out bespoke training to over 140 frontline reps, focusing on mindset, emotional intelligence, customer psychology, and the power of positive language - using tools like Mel Robbins’ Let Them Theory and behavioral insights to turn everyday interactions into standout experiences.Alongside this, I’ve pioneered the use of AI within our department - creating multiple internal tools to boost efficiency and now supporting a wider rollout across TUI.
EDUCATION
Sixth Form Colchester
A levels, English Language, Media Studies
The Philip Morant School and College Academy Trust
GCSE
SKILLS
ABOUT TOM ANTHONY
Experienced Leader | Customer Experience Expert | Data-Driven Strategist With over 9 years of experience in team management and operational excellence, I’m dedicated to driving exceptional customer experiences through strategic planning, team development, and continuous improvement. I’ve led diverse teams across multiple sectors, improving performance and customer satisfaction, while developing and executing strategies that enhance both operational efficiency and team engagement.My career has been defined by my ability to translate data-driven insights into actionable plans, creating high-performing teams and consistently achieving customer retention and satisfaction goals. I thrive on delivering results and fostering a culture of excellence that empowers teams to exceed expectations.Key Strengths:Strategic Leadership & Execution: Proven track record of leading teams to achieve and exceed performance targets.Team Development & Performance Management: Expertise in nurturing talent, boosting morale, and driving results.Customer Experience Enhancement: Strong focus on improving the customer journey and satisfaction through operational improvements.Data-Driven Decision Making: Passion for utilising data to optimise processes and improve outcomes.I\'m always excited by new challenges and love developing creative solutions to drive success.
This profile is compiled from publicly available professional sources. Unifers is not affiliated with or endorsed by LinkedIn. Request removal of this profile.