From his first position as General Manager – Service Delivery, Mark quickly created high achieving teams at Virgin Holidays and as their Managing Director and Senior Vice President, went on to achieve record operating profits with the highest people engagement scores in the company’s history. At his core is an unrelenting customer-centric ethos that is the foundation of the many consumer strategies and innovations he has launched within the group. He pioneered the expansion of retail into a major distribution force for Virgin Holidays, enabling the company to achieve 100% direct distribution with complete customer ownership.
With his strong background in both sales and customer service, Mark describes himself as a commercial customer champion. As a pioneer in his field, Mark offers an interesting insight into how businesses can flourish without compromising the commitment to world-class customer service. He is now unleashing his skills and expertise to drive irresistible customer experiences at Virgin Atlantic, having been promoted to Executive Vice President – Customer. With responsibility for product and customer experience design, along with leading and inspiring a 6,000 strong customer facing team, Mark has already achieved industry leading NPS scores and is driving a clear right to win in customer experience for the airline.
Mark is listed in the top 40 Financial Times Outstanding LGBT Most Influential Business Leaders list and is a Trustees of Pennies, the digital charity moneybox that gives small change a big purpose.