Novus focuses on ‘customer experience’ with new appointments

Novus - Michelle Farrell & Victoria Purchase

Bar and restaurant operator Novus has developed a new “customer experience team” with the appointments of a new head of marketing and head of central reservations.

Michelle Farrell (pictured left), who was most recently at Walkabout operator Intertain as marketing controller, has joined Novus as head of marketing. She is responsible for leading the marketing and digital team, together with external support agencies, to deliver a “digital first” approach to internal and external communications.

Victoria Purchase has been promoted to head of central reservations after nearly eight years with Novus, rising through the ranks from corporate sales manager to her most recent role of CRM Manager, where she looked after the building, implementation and training for the live bookings’ platform across the estate.

As part of her new position, she is responsible for managing bookings from corporate customers and its reservation platform. Novos operates 43 bars and restaurants across London plus Tiger Tiger venues around the UK.

They report into Simon Gaske, customer experience director, and all three are now part of the customer experience team, intrinsic to the continued delivery of Novus’s strategy to put the experience of its customers at the core of the business.

Simon said: “We are thrilled to welcome Michelle to the business and congratulate Victoria on a very well-deserved promotion. Both bring a wealth of expertise, creativity and innovation to the roles and I look forward to them leading our marketing and sales teams at a very exciting time for the business.”

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