Ben Pipe

As Director of Operations, I lead a large, multi-disciplinary Facilities and Operations team across a EMEA wide client portfolio. I’m responsible for driving operational excellence, overseeing strategic service delivery, and ensuring high levels of client satisfaction. My role includes full accountability for health & safety compliance and risk management across all sites, embedding a strong safety culture throughout the organisation. I manage account-level budgets, financial forecasting, and performance monitoring—ensuring delivery within financial targets while identifying opportunities for cost optimisation. I also focus on building long-term client partnerships, aligning solutions with business objectives, and enhancing operational capability across the business

Supporting a high profile sportswear client with in store facilities. Working closely with multiple vendors covering 6 European countries.

General management of 6 properties (varied use: long term rental, holiday cottages and visitor attractions) Flatford: Bridge Cottage (c 250,000 visitors p/a) and Boune Mill (c 20,000 visitors p/a) – overall responsibility for both sites and relationships with key stakeholders. Line manage retail manager, catering manager, visitor experience manager and house manager. Overall P&L responsibility for all operations at sites. Leadership and development of all teams at head of department and team member level focusing strongly on visitor experience seeing a 5% increase in overall enjoyment YTD. Lead sales growth through head of departments in all commercial departments with both retail and catering siting ahead of target and previous YTD income. Project delivery and management on varied projects with differing outcomes, some focused on growing sales and other at improving visitor experience through experiences that move, teach and inspire. Accountable for a team of around 150 people formed of both staff and volunteers.

Lead and manage the property catering outlet so that it is commercially successful and consistently exceeds visitors’ expectations. Ensure the restaurant is an integral part of the visitor experience and reflects the property’s sense of place. Ensure food and beverage products are served and displayed effectively to achieve stretching financial targets and maximise income and profitability. Manage a large team of permanent, seasonal and voluntary catering staff and work proactively alongside colleagues elsewhere in the property to promote our conservation work.

Operational management of two catering outlets and budget circa £500,000. Manage wedding and events business. Line management of all catering and event staff and volunteers. Acted as duty manager for the whole property.

Direct responsibility for ship's room service operation. Key point of contact for the F&B department dealing with incoming queries/complaints. Overall responsibility for ship's wedding and renewal of vows operation. Offer admin support to Deputy and Food & Beverage Manager. Support with port health audits.

Reporting to the Visitor Services Manager, I was responsible for the implementation, organisation and delivery of an events programme which ties in with both the national and regional strategy of the National Trust. Using events to assist in the realisation of the property's 10 year vision and interpretation themes. I also took care of all event marketing , from copy writing and literature production to local radio promotions. Develop the functions business and market the property to corporate partners, along with managing the wedding business on property.

Took reponsibility for the day to day operation of 2 catering outlets serving around 100,000 people per year. Assisted with the overall management of the catering operation and development of the business within both the National Trust and the property. Line management responsibility for a team of around 20 which included management of the seasonal recruitment process.

BTEC National Diploma - Hospitality Management.