Ryan Delves

Experience

• 

  Merlin Entertainments

  Feb 2015 - Aug 2019

  Owning the brand and identity of Alton Towers Resort’s customer experience through multiple channels to ensure consistency, engagement, service and loyalty:• Maintaining service level agreements on customer service channels taking response time down from 12 days to 3 on email and 24 hours to under 30 minutes on social media channels• Tracking KPIs for satisfaction, value for money, recommend a friend and customer service and creating reports to communicate the results to internal stakeholders• Designing internal media for the resort, including appraisal materials as well as signage and print media to assist guests and resort teams driving guest satisfaction• Creation and refinement of ideas for the plussing of attractions related to their theme initiated under the resort's TLC scheme • Effective comms strategy by updating social media channels and the resort app to provide accurate information to guests• Motivating the team, setting goals and incentives to ensure they achieve targets• Contact for the customer services team and attending meetings with the senior leadership team to drive guest satisfaction• Attended resort incidents and ride stoppages to reassure customers and liaise with other teams to ensure guest satisfaction • Creating and holding training schemes for members of the Sales and Customer Services Team and various teams across the resort to increase employee brand awareness• Promoting seasonal marketing campaigns (Easter, Halloween, Fireworks, Summer, Attraction Launch) by engaging with guests on social media and providing accurate information• Running and hosting events in order to ensure that they were inclusive to all guests and providing special requirements for guests that needed extra aid and attention• Systems used: Avius, Survey Monkey, Trip advisor, Microsoft office, Accesso, Falcon.io and Opera, Yext Show less A promotion that required I take on extra responsibility to control the ride and act as manager to all ride hosts assigned to the ride:• Coordinating the safe running of the ride/attraction throughout the day• Being vigilant to respond quickly and safely to any potential incident• Communication to the resort’s Control Centre during ride breakdown scenarios• Maintaining and enforcing Merlin Group wide and HSE set safety standards• Ensuring that guests are enjoying their time within the resort through good guest interaction Show less Experience working alongside THORPE PARK Resort’s marketing department for a week:• Shadowing various different roles and taking on responsibilities in line with the Brand Manager position• Working on a branded design project to meet an IP guidelines.• Looking into the commercial ties between THORPE PARK Resort and brand partners to increase brand awareness and revenue from guests.• Assisting with the launch of seasonal events to drive footfall and boost sales across the Resort including concepting and communication with brand partners. Show less Working as a team to safely and efficiently manage and operate a variety of rides and attractions whilst providing on brand customer service to guests:• Operating rides as a team to ensure HSE standards are met and throughputs are kept high• Providing a great customer service by ensuring that all guests have memorable visits, especially the younger guests within CBeebies Land and other family based attractions• Helping guests who needed extra assistance to ensure the Resort is accessible to all guests • Cleaning the ride area thoroughly to ensure all guests have a pleasant experience Show less

  • Guest Excellence - Customer Services Team Leader

    Sept 2018 - Aug 2019

  • Park Operations - Ride Operator

    Mar 2016 - Sept 2018

  • THORPE PARK Resort - Marketing Internship

    May 2018 - May 2018

  • Park Operations - Ride Host

    Feb 2015 - Mar 2016
• 

  Embrace Marketing & Branding Agency

  Aug 2019 - Oct 2020

  Graphic & Digital Designer

  A part of the design team in a busy B2B agency covering all aspects of design and creating marketing materials for medium to large organisations:Strategic Development;• Attended client meetings to gain unique insights, shaping the creative strategy• Partnering with the client services team to ensure that the creative delivers against KPIs• Conducting a full brand review of a business to see avenues for potential development/explorationTactical Deployment;• Website development from concept through to UI development and production• Creating visual identity and branding to create a consistent brand material for clients taking a holistic approach to brand development to ensure brands grow, while remaining true to their brand ethos• Generating media in both digital and traditional to create material for clients• Ran internal workshops on creative campaign development, raising the profile of the agency• Generating animated visuals and scripting, editing and coding video• Directing photography to ensure consistent visuals• Measuring and scaling media for print and install in unique dimensions• Creating and implementing an SEO strategy for clients to improve reach of content and visibility of SM and web Show less

• 

  Strategi Solutions

  Oct 2020 - Nov 2022

  Taking a strategic approach to develop brands centred on culture, maximising their potential against a series of business streams:Client Engagement and Business Development;• Endorsing and promoting a network of out-of-home media advertising platforms for clients throughout Staffordshire• Proactively generating new business leads through networking and relationship nurturing• Analysing market information to provide meaningful statistics for clients in campaign development• Generating monthly and quarterly reports, both internal and externally to clients to detail progress on campaigns and projects• Developing and hosting a series of webinar events to support the business streams of the company• Maintaining a consistent presence of Strategi Solutions across multiple media outlets• Creating an in person networking event to strengthen links with local subject experts• Working with BBC Radio Stoke to create content segments and taking part in radio interviews• Developing and writing proposals to potential clients detailing price quoting, content and timelines• Managing a freemium based content page to support local businesses across Staffordshire Show less Tactical Exploration and Creative Development;• Crafting visual identity and branding to create a consistent brand material for clients• Working alongside the internal design team to explore, develop and meet client briefs• Developing creative advertising campaigns across social media and print• Sketching storyboards and scamp designs for new brand guidelines, designs and video campaigns• Building video content from staging locations, filming and editing to exporting and publishing• Using photography to extend the assets available to clients, directing shoots and editing images• Meeting with clients, both in person and virtually to explore concepts and build a vision for their business• Building in depth training documents and presentations as part of the Learning & Development business stream Show less

  • Account Executive

    May 2022 - Nov 2022

  • Creative Executive

    Oct 2020 - May 2022
• 

  Merlin Entertainments

  Nov 2022 - now

  Product Brand Manager

  As Product Brand Manager at Alton Towers Resort, I am responsible for developing and executing the brand product for the Resort across the entire business, featuring our world-class theme park, accommodation including the UK’s only CBeebies Land Hotel and our onsite second gate attractions including the Alton Towers Waterpark.This includes our fantastical lineup of events, tactical marketing campaigns across the entire marketing mix, leveraging the success of brand partnerships and sponsorships, working to launch NPD/CAPEX product and acting as key stakeholder guardian of the Resort’s decades of brand equity, heritage and positioning, through a vast range of projects including traditional print media and nationwide brand promotion campaigns, compelling OOH activations, iconic TVC and OLV advertising and a full breadth of vision on aligning on-Resort activations across all product to restore value and equity to the brand.I collaborate with internal and external stakeholders across retail, F&B, experience and promotions aligned with external and internal PR and creative teams to ensure that the Resorts' brand identity, voice, and values are consistent and compelling across all channels and touchpoints.I also leverage my creative and strategic skills to encourage creative concept, design and execution plus writing and acting as lead guardian of the Resort's written tone of voice for all brand copy to deliver engaging and innovative campaigns and new product that drive awareness, loyalty, and revenue for the Resort. Show less