21-22 TTGB INTERVIEW 30/1/09 18:10 Page 22
22 interview
cv
Windsor has also seen a lot of renegotiating going on
in the market, with many clients keen to secure longer
deals: “Rather than a year we are trying to negotiate for
two years, which obviously gives the corporate peace of
mind because they can budget ahead.”
Ian Windsor
Life sentence for junior soccer ace
Windsor, like Peter Kite and Mike Platt before him, is
Managing director, Europe
an HRG lifer, starting with the company in 1977 at the
multinational services,
HRG
age of 16, on a trainee programme as a junior travel
consultant. But he says: “I’m not Peter Kite Mark II
✱ 1976 – trainee travel clerk
or Mike Platt Mark II.”
at Worldmark Travel
Before that he had dreams of becoming a professional
✱ 1977 –Joins HRG as a
footballer. “I got to a good level and enjoyed it,” he says.
business travel consultant,
But he realised the commitment required to become a
moves up to senior
professional sportsman was asking too much.
consultant by 1982
At HRG he has held various positions, working his
✱ 1985 – becomes section
way up to head of client services in the UK. In 2006 he
manager
became operations director Europe, looking after HRG’s
✱ By 1996 Ian is UK head of
European service centres, and a year later he became
account management. He
managing director, Europe multinational services.
then takes on the role of
head of client services;
Changing things for the better
London & major clients
I ask him about the situation within HRG, especially in
✱ In 2006 he’s made
the light of one of its closest rivals losing 7,000 jobs
operations director of
worldwide, and also (unsubstantiated) market rumours
Europe and in 2007 he’s
appointed to his current
about a “restructure” taking place at the company.
role: managing director,
Windsor is refreshingly candid: “We are constantly
Europe multinational
looking at restructuring. We won’t change something
services
successful for the sake of it, but if there are things we
Likes: West Ham FC, rock
could do better then we look at changing those.”
music, his children
He cites the example of Susan Lancaster, who heads
up the UK business management team, working more
Dislikes: impatient drivers,
L50480shareholder (after Dubai-based Dnata) with 19.05% of
avocados, poor customer
closely with the operations team to get the clients’
the company, is gearing up for a takeover. Windsor is not
service
perspective. He adds: “We have a large number of
in a position to discuss such issues. All he will say is that managed clients and we engage with our clients about
people tend to focus on the share price mainly because what we are doing. So if for example bookings go down,
HRG is the only pure travel management company which we will think about how to utilise the resource elsewhere
is publicly quoted: “If you look at where the FTSE is and such as in admin or analysis or on projects. We will do
where our share price is, in truth it’s in line with the FTSE.” our best to deploy resources within the organisation,
and that’s not just HRG UK, it’s worldwide.”
Difficult wins in a flat market As for his rivals, Windsor has a healthy respect: “The
Despite the dire economic climate, Windsor assures me competition is hungry and there’s a lot of competition
not a single client has instigated a travel ban – but he out there. It keeps evolving and the guys out there are
admits a sizeable number are cutting back on travel. very good at what they do. It makes us evolve and look
“It depends what their business year is,” he says. “If it at where we are and what we can do.”
ends in December then yes, we are seeing a number of I ask him how HRG differentiates from Carlson
clients pulling back on travel. It’s not so prevalent for Wagonlit Travel and American Express. “We have a much
those whose financial year ends in April.” stronger empathy with the client and we work more
Windsor says the market has gone flat and – rather closely with the client,” he replies. “That’s not to criticise
optimistically under current conditions – does not expect the others, but I think it’s about finding the right people
an upturn until at least March. However, HRG has gained and fitting them with the right client.
a number of recent account wins, including tech company “We have technology and the internet, but this is still
FKI Logistex in November, following an eight-way pitch, a people business. I think we have got the right balance
and in December the Australian Football League. between technology and the personal touch.” L52159
ttgbusiness.com ❖ february/march 2009
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