In this regular item we catch up with one of our members...
Fiona Rayner, Head of Experiential and International Operations at Blackjack Promotions in Heathrow Airport, tells us what they’ve been up to over the past few months, her thoughts on the importance of connecting with consumers in the travel retail industry, and what she’d say to a senior new business target if she had 30 seconds with them in a lift.
IPM: Hi Fiona, thanks for talking to us. How are things going at Blackjack Promotions at the moment? FR: Really well thanks. As an agency that works predominantly in the Travel Retail sector, summer is always a really busy time for us as thousands of passengers make their way on holiday and through the airports! At this time of year it’s so important that we are all on our A game and working as a team to ensure promotions are on point, staff are energised and as a team we are delivering great experiences across the UK, Ireland and Middle East.
IPM:How is your business developing and evolving – any interesting plans for the rest of the year you can share with us?! FR: Our focus remains on our people. We are all about recruiting and training motivated individuals who enjoy being around people and showcasing products and experiences. We work hand in hand with some of the Travel Retail industry’s largest brands and ensuring our Brand Advocates are of the highest calibre is key to our success. 2019 so far has been about streamlining and showcasing our recruitment process and as we go into the back half we’re working closely with innovators and industry experts on how we can take our dedicated Brand advocates to the next level.
IPM:In your opinion, how can the Travel Retail industry embrace new ways of engaging with customers and become more relevant to their changing needs? FR: From my perspective, there is so much growth in UK Travel Retail and therefore the mission for all of us who want to see the Travel Retail Industry continue to thrive, has to be all about supporting frontline staff to enable them to deliver the very best and most relevant experiences to passengers. In my opinion, human beings make the difference between a disappointing experience and an exciting one!
IPM:You find yourself in a lift with a new business target, you've got 30 seconds to make an impression on behalf of Blackjack Promotions - what would you say and do? FR: Is it wrong to ask them where they got their cool shoes or beautiful bag from? I’m terrible for asking these sorts of questions at first meetings…but I can’t help it – this industry is built on people connecting with other people and I just try to be myself!
IPM:Thanks so much for your time Fiona – have a great day! FR: You too!
If you’d like to get in touch with Fiona Rayner, drop them a note at Fiona.Rayner@abm.com