Director at ...
Customer/Guest Experience Consultant, Speaker, Coach, Mentor & Trainer, Leisure Experience Design Consultant
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CEX SELLS! (Customer, Employee Experiences)
Mark is available for consulting projects, speaking engagements, coaching and mentoring.
Mark works across a wide spectrum of service-based industries including leisure, hospitality, retail, tourism, and government.
A multiple award-winning water park/theme park/hospitality & leisure CEO now partnering with organisations to amplify 7 identified habits of highly effective customer experience companies to build cultures that consistently deliver Awesome, Authentic, Customer Experiences (A.A.C,E,) for sustained results and increased EBITDA performance.
50% of the A.A.C.E. program is focussed on driving engagement and critically, "attachment" of employees that is shown to drive "discretionary effort", a critical ingredient to delivering consistently awesome customer experiences, reducing employee churn costs and driving productivity and sales.
Mark’s career spans 30 years across the UK, USA, and Australasia, in senior management roles of high volume restaurant chains, Super Urban Country Clubs, theme parks, and water parks, having cut his teeth in parks with Merlin Entertainments, the second largest family attractions group in the world behind Disney.
As a senior manager From Nov 2010 to Dec 2016, Mark was the CEO of multiple award-winning Perth based theme park "Adventure World". During his tenure the business saw impressive growth through the excellence of EXPERIENCE DELIVERY & a targeted marketing strategy, resulting in a near doubling of attendances in a 30-year-old business. The Park achieved the highest Trip Advisor rating of any theme park or water park in Australia. Indeed, The Park has beaten 4 of the 5 Disneyland Parks globally in recent years.
Marks MBA thesis explored and proved the link between the employee experience, loyalty, and satisfaction of customers, leading to sustained profit growth, in the UK Spa Industry.