Ian began his career with TUI in 1990 as a Rep in Ibiza, and then worked in a variety of roles, including TUI UK & Ireland Operations Director, where he was on the board of TUI’s retail estate of one thousand travel agent shops, and Director of Holiday Experience, responsible for customer service, business travel, Health & Safety and the Ski program.
In 2015, Ian played a key role in the leadership team that merged all TUI destination operations into one TUI division for tours and activities. The division went through a period of rapid organic growth, complemented by two key acquisitions; Musement, an online travel agent for experiences and one of Europe’s most successful travel start-ups, and Destination Management, a network of specialist DMCs, including Intercruises – the world’s leading cruise ground handling business. In 2020, the division was named TUI Musement and Ian was appointed as Chief Operations Officer, overseeing the direction of operations and service delivery worldwide, encompassing more than 6000 staff in over 50 countries.
In addition to operating vacations for the 28 million annual TUI customers, Ian’s team also supports the delivery of experiences available via the Musement platform and ground handling services to the world’s major cruise lines. During 2020 and 2021, Ian has led his team to support the travel restart, adapting to various requirements in different destinations as guests returned. His team has also played an integral role in defining and implementing TUI’s digital first service approach, combining modern technology with a human touch to deliver a more personalised and modern service to all TUI guests.