Joanne Latham

Direct Reports 11/ Indirect Reports 180
❏ Responsible for a multi-contact service team of Customer Service Managers, Coaches and Customer Service Agents operating within the EU, E-commerce marketplace
❏ Delivering a Customer Centric virtual business strategy to exceed metric driven KPIs to include CSAT, FCR, AHT and Quality indicators
❏ Build the best team by applying Wayfair’s People Principles through communications and engagement activities

Direct Reports 700 / Indirect Reports 2
- Sole responsibility for large scale team management and achievement of performance targets.
- Managed required redundancy programme due to Covid19 through the sensitive handling of a 20% draw-down of staff whilst maintaining operational effectiveness.
- Utilised Microsoft Teams to instigate a successful and safe ‘Open House’ engagement initiative to motivate, guide and inform my remote workforce through lock-down both at home and overseas.

Direct Reports 4 / Indirect Reports 300
-A unique Private Finance Initiative developed to deliver the UK Royal Air Force operational capability in addition to leasing to the commercial aviation market.
-Successfully initiated and managed the first ever reciprocal cabin crew secondment agreement between ATr and Thomas Cook Airlines to future-proof the cost effective and efficient delivery of manpower to the business.
-Created a robust and measurable assessment process to enable individual performance to be measured against business objectives.
-Utilised knowledge of exemplary service standards to devise and deliver the first Standards Manual capable of supporting the UK Ministry of Defence VIP aircraft in the transportation of government ministers and royalty.
-Introduced significant cost savings to the business through the reorganisation of laundry processes.
Initiated and structured communications to ensure ‘on message’ consistency.

Direct Reports - 350
-Responsible for both new joiners and leadership team performance targets.
-Heavily involved with leadership initiatives designed to deliver top down inspirational behaviours in order to maintain and exceed service delivery objectives.
Introduced a successful Ethics compliance campaign.
-Co-presented a Business Awareness Workshop designed to support ‘buy in’ and understanding of wider business objectives. This empowered accountability amongst the leadership team.

- Simultaneously office based to actively support the Performance Team
- Part of a team responsible for auditing safety and service standards and monitoring trends
- Responsible for leading diverse teams to deliver exceptional safety and service standards
-Decision making and crisis management skills displayed through effective management of two emergency situations.
-Awarded the accolade of ‘Cabin Manager of the Month in recognition of customer service excellence.

Designed and trained theoretical and practical Aviation Familiarisation Courses. These 3 day courses opened the door for candidates to successfully gain employment as cabin crew.

One of the first UK Cabin Managers to join the team in Lagos and operate in the developing African market. This was a challenging role in a culturally diverse environment that raised operational efficiency in the competitive African marketplace

-A newly devised leadership position developed to manage an award winning business product serving Trans-Atlantic routes.
-Chosen to represent bmi as a Company Ambassador.