Paul Storey

Experience

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  XL AIRWAYS

  Jun 2005 - Sept 2008

  Cabin Crew

  Qualified on Boeing 737/747/757/767 and Airbus A330. Developed a strong foundation in customer service and policy compliance while operating in high-pressure, safety-critical environments.

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  TUI

  Oct 2007 - Feb 2009

  Retail Support

  Supported direct customers during the First Choice and TUI merger, handling post-booking enquiries across call centre and online channels. Played a key role in customer retention and ancillary sales through responsive service and accurate itinerary management.

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  The Co-operative Travel

  Mar 2009 - Mar 2012

  Operations Analyst

  Analysed operational activity post-booking to understand margin shifts, identify performance trends, and uncover root causes of customer-impacting issues. Focused on reducing touchpoints and improving the end-to-end travel experience through data-driven insights.

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  Thomas Cook Group plc

  Jan 2012 - May 2019

  Designed, implemented and led the internal audit and regulatory compliance framework across both franchise divisions. Ensured adherence to industry regulations while translating legal requirements into practical policies for independent business owners to maximise adoption. Maintained relationships with legal providers and regulatory bodies, including ABTA and the CAA. Managed the operations team responsible for onboarding and supporting new independent travel businesses across two franchise divisions: The Freedom Travel Group and Co-operative Personal Travel Advisors. Oversaw risk management, internal audits, and led the delivery of operational strategy focused on profitability, service quality, and efficiency. Built and optimised a high-performing team with strong capability and a lean cost base.

  • Compliance Manager

    Jan 2015 - May 2019

  • Operations Team Manager

    Jan 2012 - Dec 2014
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  Clarity Travel

  Jun 2019 - Oct 2020

  Implementation Manager

  Led end-to-end client implementations, from initial scoping through to delivery, training, and go-live support—often across global programmes involving international TMC partners. Managed internal strategic projects, including system rollouts and post-acquisition integrations, while ensuring full compliance with GDPR, PCI DSS, and ISO standards.

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  Travel Counsellors

  Nov 2020 - now

  Leads the digital product roadmap for the corporate division, working with Travel Counsellors, clients, and internal stakeholders to deliver user-focused technology that enhances service, efficiency, and sales performance. Focuses on identifying areas for improvement and turning insight into high-impact features that support the business’s high-touch service model. Recent projects have enabled over £18m in new business and driven measurable improvements in booking efficiency and account management capability. Show less

  • Digital Product Owner - Corporate

    Mar 2022 - now

  • Client Solutions Manager (Corporate)

    Feb 2021 - Mar 2022

  • Implementation Consultant

    Nov 2020 - Feb 2021