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David Watson is an experienced professional in customer relationship management and programme delivery, currently serving as the Head of CRM Transformation at British Airways since July 2014. In this role, David is responsible for overseeing the implementation of Salesforce Service Cloud and Marketing Cloud across a global network of over 3,000 agents. Previously, David held positions such as Head of Customer Programmes, where a focus on executing the Customer Experience Business Plan was paramount, and Senior Programme Manager, leading crucial transformational change programmes. Prior to British Airways, David worked at Moorhouse and Accenture as a Manager and served as Theatre Manager for Clear Channel Entertainment. David holds a BSc in Computation from The University of Manchester.