Jessica Howell
Surrey
Summary
Experienced Head of Inghams Lapland at Hotelplan UK, with over 15 years in the travel industry. Proven in developing distinctive, customer-focused Lapland programmes that drive growth. Strong at building supplier partnerships, leading high-performing teams, and delivering effective flight and accommodation planning, with a focus on accessibility and sustainability.
Overview
2
2
Languages
1
1
Certification
16
16
years of professional experience
Work History
Head of Inghams Lapland Product
Hotelplan UK (Inghams & Santa's Lapland)
07.2025 - Current
- A senior leadership role, spearheading the evolution of the Inghams Lapland product into two distinct propositions: Santa Breaks and Lapland Adventures, expanding beyond the short, but highly profitable, Santa season.
- Led the strategic development and commercial performance, including initiatives that significantly improved the winter 2025/26 load factor, in collaboration with key stakeholders across the business.
- Created a market-leading Lapland activities model, moving from a receive-on-arrival schedule to confirmed itineraries at the point of booking.
- Delivered optimised aviation and bed planning for the next two seasons, driving profitable passenger growth through earlier booking patterns and reduced late trading.
- Owned end-to-end product design and lifecycle management, including a full customer journey review from prospect to returner, ensuring all customer touch points are mapped, enhanced and consistent, regardless of sales channel or destination in Lapland.
- Drove continuous CMS optimisation with the E-Commerce and Marketing teams, improving product clarity, website traffic, and conversion.
- Led and developed a high-performing product team, championing Lapland as a destination both internally and externally.
Senior Manager New Propositions
Hotelplan UK (Inghams & Santa's Lapland)
03.2023 - 07.2025
- Led projects delivering the strategic objectives of the Customer Propositions department across all Inghams brands, including Ski, Walking, Lapland, and Santa’s Lapland.
- Initiated and delivered a business-wide accessibility programme, sourcing external training for over 85 staff and creating the first Sensory and Accessibility Guide for Santa’s Lapland, recognising customers with access requirements, and improving the experience for all guests.
- Established and developed a new partnership between Santa’s Lapland and the charity Family Fund, increasing social impact and customer engagement.
- Overhauled 163 Digital Resort Guides on the CRM platform, introducing enhancements, a RACI framework for future seasons, and collaborating with the Head of Customer Experience to evaluate a ready-made app versus the guides.
- Supported the transition from Lakes & Mountains to Inghams Walking by mapping, reviewing, and enhancing all summer customer touchpoints, while mentoring new Product Managers through a full destination cycle to build team capability and confidence.
Senior Product Manager
Hotelplan UK (Inghams & Santa's Lapland)
04.2022 - 03.2023
- Led the Inghams Lapland brand post-COVID, combining destination expertise with senior-level responsibility for programme performance and profitability.
- Mentored new team members, including seasonal Area Managers and contractors, expanding support beyond direct reports.
- Collaborated with senior leadership, including the Group Overseas Director and Head of Operations, to optimise contracts, staff establishment, and supplier relationships throughout the season.
- Reported directly to the Customer Propositions Director, ensuring all business areas were informed on Lapland operations and influencing strategy to maintain competitiveness and visibility.
- Managed a diverse range of responsibilities, from resolving operational crises and briefing new Lapland brochures to analysing customer feedback to improve NPS scores.
- Delivered strategic insight and operational excellence, balancing long-term planning with day-to-day problem-solving in a fast-paced, varied role.
Product Manager - Finland, Norway, Iceland & Japan
Hotelplan UK (Inghams & Santa's Lapland)
08.2018 - 04.2022
- Led the introduction of Japan (ski) and Iceland (tour and FIT) programmes, managing the full product development process from inception to sales.
- Used industry insights and market research to secure contracts with Destination Management Companies (DMCs), aligned with the Inghams brand.
- Gained commercial experience in pricing, competitor analysis, purchasing, service level agreements, and negotiation.
- Managed and mentored a Product Executive, supporting their development into a Product Manager within the business.
Product Manager - France & Andorra
Hotelplan UK (Inghams & Santa's Lapland)
10.2017 - 08.2018
- Promoted to lead Inghams’ largest ski destination, overseeing commercial strategy, customer-focused product development and the end-to-end delivery of the Ski 18/19 programme launch across print and digital channels.
- Expanded remit beyond winter to support and grow the summer portfolio, managing a mix of chalet and partner properties through close cross-functional collaboration.
Assistant Product Manager - France
Hotelplan UK (Inghams & Santa's Lapland)
05.2015 - 10.2017
Guest Services Executive
Hotelplan UK (Inghams & Santa's Lapland)
05.2013 - 05.2015
Representative - France & Austria
Crystal Ski
11.2011 - 04.2013
Cabin Crew
Monarch Airlines
04.2011 - 10.2011
Education
Bachelor of Arts - English Literature and French
University of Roehampton
London, England2011
Skills
- Product design & development
- Strategic planning, market insight & research
- Customer experience & journey design
- Supplier, DMC & stakeholder management
- Team leadership & training
- Project planning, delivery & operational management
- Accessibility & compliance
- Commercial negotiation, problem-solving & decision-making
Certification
- Carbon Literate, 2024. The Carbon Literacy Trust
- The Negotiation Masterclass, 2025. Powerup School
Languages
English
Proficient
C2
French
Upper Intermediate
B2
Hobbies and interests
- Keen skier and outdoor enthusiast
- Avid dog walker - Surrey Hills & beyond
- Globetrotter
- Newly enlightened to sustainable choices
Timeline
Head of Inghams Lapland Product
Hotelplan UK (Inghams & Santa's Lapland)
07.2025 - Current
Senior Manager New Propositions
Hotelplan UK (Inghams & Santa's Lapland)
03.2023 - 07.2025
Senior Product Manager
Hotelplan UK (Inghams & Santa's Lapland)
04.2022 - 03.2023
Product Manager - Finland, Norway, Iceland & Japan
Hotelplan UK (Inghams & Santa's Lapland)
08.2018 - 04.2022
Product Manager - France & Andorra
Hotelplan UK (Inghams & Santa's Lapland)
10.2017 - 08.2018
Assistant Product Manager - France
Hotelplan UK (Inghams & Santa's Lapland)
05.2015 - 10.2017
Guest Services Executive
Hotelplan UK (Inghams & Santa's Lapland)
05.2013 - 05.2015
Representative - France & Austria
Crystal Ski
11.2011 - 04.2013
Cabin Crew
Monarch Airlines
04.2011 - 10.2011
Bachelor of Arts - English Literature and French
University of Roehampton