CASE STUDY: QUEEN MARY UNIVERSITY LONDON
the inhouse team to create a service with exceptional service throughout. We conducted a retained search across London and the South East, and successfully employed a former hospitality lead from Brunel University and the Queens Club. Head of QM Venues and Operations The Head of Venues and Operations was needed to manage the strategic leadership of commercial activity and associated income generation across venues and retail outlets. The brief was to focus on candidates with a strong venue management background and good understanding of stakeholder management. The successful candidate was the General Venues Manager at Hackney Council, and had a demonstrable track record delivering in this area.
Overview The MRG Higher Education Commercial Services team were retained by QMUL to build the commercial services team, providing candidates with detailed briefs and assessing them against agreed criteria. The remit of the Commercial Services team is to drive revenue for the campus and enhance the student experience. A background and understanding of each role is detailed below:
Head of Commercial Sales The Head of Commercial Sales was needed to develop a conferencing, events and summer business strategy, to drive forward a range of additional income generating activities. We were tasked with seeking an enthusiastic, proactive, entrepreneurial, and commercially minded individual. The candidate would have a proven track record in developing a unique commercial offering and service design, producing and delivering against a detailed marketing and sales strategy. We conducted a wide search across high profile venues, NHS trusts, local government and other HEs. The successful candidate lead the sales at the Hever Castle and had a proven track record of creating a sales function. Head of Hospitality and Catering The Head of Hospitality and Catering’s remit was to modernise the catering outlets and hospitality function. Whilst also developing
Director of Commercial Services The remit of the Director of Commercial Services was to create a commercial strategy covering accommodation, conferencing, events and food and beverage. This business unit is the conduit between the student’s union, academic and professional services. We were briefed to find a strong business leader adept at delivering a cultural change within a complex environment. With a track record of being accountable for commercial viability and service delivery of the commercial services; comprising of catering & hospitality, sales & marketing, and accommodation services. After a national search across higher education, the wider public sector and the private sector, we appointed a former Director of Commercial at Kings College London. They had been instrumental in setting up the conferencing and events business for the Strand campus.
Director of Commercial Services
Head of Hospitality & Catering
Head of Commercial Sales
Head of QM Venues & Operations
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