• Working closely with the Director of EAF, to provide leadership to the Commercial Services teams through effective deployment of staff; ensure that the work of the teams delivers commercial benefits whilst meeting internal stakeholders’ needs. • To guarantee revenue capture and profitability is maximised and strive to exceed consumer expectation, developing quality products and delivering exceptional service, across all service lines. • To develop and influence strategic and service improvement plans in order to deliver £1 million contribution improvement over the next five years. • To develop five-year investment and operational plans for each commercial service line, ensuring all activity will deliver measurable commercial value in a risk-managed manner. • To develop a clear sales plan and take the operational lead on the marketing and sales of the Universities commercial activity. To oversee the execution of successful marketing plans to promote and market the services effectively to maximise income and profit to the business. • To lead, develop and oversee a comprehensive commercial strategy and associated activities that will enable Queen Mary to develop an effective customer service and an exciting commercial proposition for external partners. • To provide commercial leadership around the University’s “Sticky Campus” vision to provide more vibrant and welcoming spaces for students, staff and visitors. • To take ownership and lead on relevant aspects of the EAF strategy and associated action plans which fall within the role’s remit. • To direct proactive operational management of all student residences to ensure the University achieves excellent results in the NSS, ISB and all measures of student satisfaction. • To ensure appropriate mechanisms are in place to capture and measure customer engagement and satisfaction, including the application of contemporary technology and use to anticipate future needs, aligning service provision to these needs and enhancing services. • To develop clear Service Level Agreements (SLAs) for each service to enable stakeholder engagement and governance of service delivery, which are underpinned by effective KPIs that are regularly monitored to drive continuous improvement. • To act as “lead client” for an ambitious programme of accommodation renewal and refurbishment. • To lead on the annual budget planning for Commercial Services and support Capital Investment plans. Prepare bids for the annual PAR process and cost improvement plans. Ensure regular review of these plans in order that they are maximising income generation and managing costs within budget. • To manage any sub-contractor relationships that operate within residential and commercial services to ensure contract compliance and drive value for money. • To work with the Health and Safety Directorate on auditing and compliance with all H&S legislation for the residential estate. • To work with internal and external auditors on all audits for the residential estates and areas under the post holder’s operational management to ensure compliance and action plans are developed and implemented. • To contribute to the overall development of the University Estate and represent the University at internal and external committees and meetings.
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