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Kennington, London · Available for full-time roles

Operations and customer experience leader

I lead operations, customer experience, service delivery and strategic projects. My background spans airport hospitality at Heathrow, high-volume restaurant management, e-commerce and fulfilment at The Hummingbird Bakery, and running my own businesses end to end. I lead calmly, communicate openly and take accountability for delivery.

Currently seeking

A full-time corporate leadership role in operations, customer experience, service delivery or project delivery — with a particular interest in transport and rail.

Email StuartView LinkedIn profile

Core skills

What I bring to an operation

  • Operations & service delivery

    Running day-to-day operations to a consistent standard, with clear routines, priorities and accountability across busy sites and teams.

  • Customer experience & service recovery

    Holding a clear standard for how customers are treated, communicating openly when problems arise and working through difficult situations calmly.

  • Strategic project planning & delivery

    Scoping work, planning the sequence, coordinating the moving parts and taking responsibility through to handover.

  • Suppliers, procurement & logistics

    Coordinating suppliers, stakeholders, procurement and deliveries so that plans hold up against real-world constraints.

  • People leadership & training

    Leading and training teams, setting performance standards and supporting people to work to them.

  • E-commerce, fulfilment & digital operations

    Experience across online fulfilment, stock, dispatch and customer service in a consumer business.

  • Commercial awareness & cost control

    Cost awareness, cost control and practical P&L understanding gained from both managed and owner-led operations.

  • Governance, compliance & improvement

    Health and safety, risk awareness, process design and steady improvement of how work gets done.

Career experience

Where the experience comes from

  1. Key role

    Founder & Managing Director

    Operational & Spatial Design Group — London & Home Counties

    Mar 2019 – May 2026 · Savage Bespoke Ltd, Stuart Savage Landscaping, The Moonlight Garden Design Co.

    • Governed end-to-end commercial operations, supply chain logistics and physical delivery for complex, high-value structural installations across three concurrent brands, holding primary accountability for on-site health and safety compliance, risk assessments and team rostering.
    • Negotiated high-value supplier contracts and managed client stakeholders under tight budgetary constraints.
    • Maintained a record of zero site accidents across concurrent projects, with a 4.9/5 customer satisfaction rate.
    • Introduced a proprietary digital spatial modelling approach that helped reduce delivery timelines by 20%.
    • Completed planned, solvent closures in May 2026 following a strategic review of market conditions, honouring all supplier and client commitments.
    • Led end-to-end high-volume event operations, including the full holiday and Christmas programme.
    • Authored the food safety manual and implemented structured daily checks, training staff to standard.
    • Directed shift operations, customer experience recovery and fast-paced public service.
    • Managed supplier negotiations and daily stock control to reduce commercial waste.
    • Designed and executed an 18-month global expedition studying international landscapes.
    • Managed international travel logistics, border-crossing protocols and multi-currency budget controls in low-infrastructure environments.
    • Secured independent research grant funding for a five-month residency in remote areas of the Colombian Amazon.
    • Completed high-altitude mountaineering and route planning in the Andes (4,750m) and Himalayas (3,210m).
    • Managed a portfolio of independent commercial launch projects, directing local logistics, fleet dispatch and site scheduling.
    • Developed operational workflows and customer acquisition approaches to scale new business launches.
    • Launched and scaled local street-food operations, establishing early-stage supply chains and structured handovers.

  5. Key role

    Food & Beverage Manager

    No1 Lounges Ltd — Heathrow Airport

    Sep 2015 – Jan 2016 · Safety-critical transport environment

    • Led frontline passenger operations and safety compliance in one of the world's busiest regulated transport environments.
    • Managed crowd flow and passenger welfare during periods of intense airport traffic and flight delays.
    • Maintained compliance with Civil Aviation Authority security protocols and airport safety guidelines.
    • Acted as the central point of authority for customer recovery, de-escalating stressed passenger complaints calmly.
    • Optimised digital order fulfilment, dispatch workflows and delivery vehicle scheduling.
    • Redesigned delivery route logistics, cutting turnaround times and improving fleet utilisation.
    • Improved dispatch accuracy and reduced missed delivery windows.
    • Built the organisation's first B2B distribution and delivery network across London.
    • Managed corporate stakeholder relationships and negotiated commercial service level agreements.
    • Designed delivery route logistics and structured fleet scheduling, establishing a new revenue stream.

  8. Key role

    Branch Manager & Head of Online

    The Hummingbird Bakery — London

    May 2011 – Jun 2014 · Retail operations and e-commerce

    • Directed daily retail operations for high-turnover flagship locations, owning rotas, inventory pipelines and daily financial audits.
    • Led and trained customer service teams of up to 20 staff on operational standards and safety compliance.
    • Doubled e-commerce revenue within a 12-month period through targeted digital workflow integration.
    • Redesigned the digital order dispatch system and optimised delivery fleet routing.
    • Held full accountability for a team of up to 40 service and kitchen employees, shift patterns, P&L controls and health and safety compliance.
    • Designed staff scheduling and task allocation to align with peak footfall.
    • Monitored stock control, supplier pipelines and waste management to protect margins.
    • Consistently achieved maximum external audit ratings for health, safety and hygiene compliance.

  10. Key role

    Store Manager & Drive-Thru Trainer

    Starbucks Coffee Company — UK & Seattle, WA, USA

    Aug 2006 – Jan 2010 · International secondment

    • Selected for an international secondment to Starbucks global headquarters in Seattle, working with senior executive leadership on service-flow optimisation and queue mechanics.
    • Managed high-volume branch operations, inventory controls and staff rostering for multi-million pound locations.
    • Co-authored the European Drive-Thru Training Manual, defining metrics for queue progression and layout logistics.
    • Trained, onboarded and coached over 100 frontline service employees in customer care, safety and coordination.
    • Worked with structural engineers and environmental consultants on technical graphics, terrain blueprints and environmental impact assessments.
    • Produced reports and planning documentation supporting major infrastructure and regeneration schemes.
    • Maintained strict quality control across multi-disciplinary project databases.

Note on the founder-led businesses: Savage Bespoke Ltd, Stuart Savage Landscaping and The Moonlight Garden Design Co. are former businesses, closed solvently in May 2026. They appear here as historic evidence of leadership, logistics, commercial ownership and accountable delivery — not as services offered today.

Education & professional qualifications

  • Professional Diploma in Garden Design

    British Academy of Garden Design

    2019

    Continued professional development combining creative design with technical planning, environmental knowledge and structured project delivery.

  • BA (Hons) Graphic Communications

    University of Wales Institute, Cardiff

    2004

    Foundations in visual communication, technical presentation and project coordination that continue to support operational leadership and customer engagement.

Transferable evidence

Delivery under real constraints

Client project delivery, end to end

Context
Founder-led projects depended on suppliers, procurement and site logistics coming together.
Delivery
Planned the work, coordinated suppliers and logistics, and held responsibility through to handover.
Transfers to
Transferable to service delivery and project delivery roles where scope, dependencies and stakeholder expectations must be held together.

Supplier, procurement and logistics coordination

Context
Delivery depended on procurement and third parties arriving in the right place, in the right order.
Delivery
Coordinated suppliers, handled procurement and scheduled deliveries around the work programme.
Transfers to
Applies to logistics, facilities and operational supply chains where third-party performance drives the outcome.

Airport hospitality operations

Context
Food and beverage management at Heathrow, within an airport hospitality environment.
Delivery
Held responsibility for operations, teams and service standards alongside safety and compliance expectations.
Transfers to
Relevant to transport, rail and other governed operational environments.

Online fulfilment and customer service

Context
E-commerce and online fulfilment at The Hummingbird Bakery.
Delivery
Experience across stock, dispatch, online order fulfilment and customer service.
Transfers to
Transfers to customer operations, fulfilment and customer service roles.

Responsible business wind-down

Context
Both former businesses were wound down in May 2026.
Delivery
The businesses were closed responsibly, as an owner-led commercial decision.
Transfers to
Evidence of accountability, governance and commercial judgement.

Direction

The roles I am aiming for

  • Operations Manager

    Owning the running of a site, region or service line, with responsibility for standards, teams and performance.

  • Customer Experience Manager

    Setting service standards and improving how customers experience the organisation.

  • Service Delivery Manager

    Holding delivery to agreed standards across teams, suppliers and stakeholders.

  • Strategic Project Manager

    Planning and delivering operational projects and improvement work through to handover.

Sectors of particular interest

  • Transport & rail
  • Hospitality
  • Facilities
  • Logistics
  • Fulfilment
  • Customer operations
  • E-commerce
  • Operational governance

Contact

Get in touch

If you are hiring for an operations, customer experience, service delivery or project delivery role, I would be glad to talk. The quickest route is email.