Izzy Mount

Commercially minded and highly organised customer experience and operations professional with experience across events, programmes, retail and fast-paced customer-facing environments. Skilled in building strong relationships with clients, schools, customers and external stakeholders, understanding requirements and coordinating people, projects and logistics to deliver high-quality experiences. Experienced in supporting business growth, developing new relationships, managing multiple priorities and using marketing and customer communications to engage audiences.

Confident communicator who enjoys creating positive experiences, solving problems and working collaboratively in busy environments.

Operations & Programme Manager at ACTIVE DAY CAMPS (2021-10 – 2026-07)

• Played a key role in growing the business from 2 school-based services to 9+ schools, supporting relationships with prospective schools, onboarding new sites and taking responsibility for their successful ongoing delivery.
• Built and maintained strong relationships with headteachers, schools, parents and external partners, acting as a key point of contact and responding to enquiries, resolving issues and ensuring a consistently high-quality customer experience.
• Led the delivery of programmes across 9+ sites, coordinating 30+ staff daily alongside rotas, recruitment, onboarding, training, staffing requirements, logistics and operational planning.
• Worked closely with directors to identify opportunities for growth, develop new relationships and improve the customer and operational experience across the wider business.
• Managed multiple stakeholders and competing priorities in fast-moving environments, finding practical solutions and communicating clearly to ensure programmes ran smoothly.
• Supported business growth through marketing and customer engagement activity, including website updates, social media, promotional campaigns and communications to prospective and existing customers.
• Created and delivered staff training and guidance, helping teams consistently deliver safe, engaging and high-quality experiences across different environments.
• Developed and improved systems and processes across multiple sites, balancing customer experience, operational requirements, staffing and compliance.
• Managed detailed administration and documentation, including incident management, CPOMS processes and communication with relevant stakeholders.

Freelance Digital Marketing & Creative Projects at PHEONYX DMS DIGITAL HUB (2017-11 – 2021-10)

• Worked independently with a digital marketing agency to develop creative and marketing materials supporting online presence, customer engagement and business objectives.
• Created social media content, branded templates and digital marketing assets, adapting communications for different audiences.
• Developed online course materials and digital learning resources, turning information into clear, engaging and accessible content.
• Managed projects from initial brief through to delivery, working independently to understand requirements, manage deadlines and deliver polished outputs.

Sales Lead — Westminster Flagship & Selfridges at BUILD-A-BEAR WORKSHOP (2017-11 – 2021-10)

• Played a key role in the launch and day-to-day leadership of the Westminster flagship store and Selfridges concession, delivering high-quality customer experiences within busy, high-profile environments.
• Led the customer journey from initial welcome through to purchase and personalised experience, balancing commercial performance with exceptional customer service.
• Built strong relationships with a diverse customer base, including high-profile and celebrity clients, providing discreet, highly personalised service and facilitating private and closed-store shopping experiences.
• Developed strong commercial awareness through a customer-facing sales environment, identifying customer needs, communicating product and experience options and supporting commercial performance.
• Supported recruitment, training and development of store teams, helping maintain consistent service standards and a positive customer experience.
• Represented the company during a Good Morning Britain appearance connected with the business.
• Worked within the Selfridges management environment, developing experience of premium customer service, operational standards, commercial activity and stakeholder relationships.

A Levels in Sociology, Business, Religious Studies – Bishop Ramsey School (2010 – 2017)

GCSEs in Mathematics, English Literature, English Language, Religious Studies, Sociology, Geography, Business Studies, Additional Science, Drama, IT Level 2, Preparation for Working Life Level 2 – Bishop Ramsey School (2010 – 2017)