Requests
0
Keep in touch with meI'm using Intch to connect with new people. Use this link to open chat with me via Intch app
Work Background
Fittleworth Medical LtdCustomer Experience Manager
Sep. 2023 - Jun. 2025Littlehampton, England, United Kingdom• Spearheaded the customer experience and CRM strategy at Fittleworth Medical Ltd to elevate service delivery. • Launched a customer ordering portal, achieving a remarkable 16% adoption rate within the first month. • Developed a comprehensive Voice of Customer (VOC) measurement program, increasing NPS from 62 to 71. • Acted as product owner for a new ERP system, successfully resolving over 150 defects post-launch.
First Central Insurance ManagementCustomer Experience and Interactions Manager
Oct. 2020 - Sep. 2023• Designed a five-year roadmap for an ideal customer experience aligned with corporate goals. • Led hiring and coaching initiatives to build a proactive customer experience team. • Achieved a customer service index score of 84.1, surpassing the UK average of 77. • Transformed Trust Pilot rating from "Good" to "Excellent," enhancing customer satisfaction metrics.
First CentralCustomer Interactions Manager
Feb. 2020 - Oct. 2020Haywards Heath, England, United KingdomIn this role, I dealt with designing and rolling out customer strategy across the business. I coached and aided other members of the team with CX knowledge and skills. My key contributions are: • Cultivated and strengthened relationships and promoted customer centricity by interacting with staff at all levels.
• Enhanced business operational efficiency by determining and resolving critical customer and business issues.
• Protected CX and brand image by identifying and articulating customer communication improvement opportunities.
• Explored and articulated target CX for CX improvements and business 5 year strategic plans support.
First CentralSenior Customer Experience Executive
Oct. 2018 - Feb. 2020West Sussex, United Kingdom, United KingdomIn this role I was responsible for promoting the importance of CX in the business, forging strong stakeholder relationships and identifying opportunities to improve customer experience
Parkers MOTOwner and Director
Sep. 2016 - Sep. 2018West Sussex, United Kingdom, United KingdomAiming to attain set objectives, I secured this business from liquidator and after extensive improvements (operational, process, personnel, marketing, and customer journey) independently valued and sold for 14 times purchase price. I trained staff engagement and made significant internal changes within the business. While, utilising a practical knowledge of managing business at all levels to benefit any future position. My key contributions are: • Established and improved local business reputation and brand for honesty and high standards of work
• Increased sales volume and revenue growth by updating and changing purchasing and marketing methods.
• Improved working practices so the business benefits from a stronger operational position.
• Delivered high-level of customer service and care to customers at all times, resulting in ensuring returning customers.
RSABusiness Development Manager, SM>RT WHEELS
Jul. 2014 - Sep. 2017During my employment in this period, I was a key player in a small and elite team working on a bespoke project designing deliberate customer outcomes for a new target market (young driver telematics product). I led supplier management of white label vendor solution, profit and loss management, and defect controls. I recruited, motivated, trained, and oversaw operational teams for selling and servicing product with key focus on successful outcomes. My key contributions are: • Credited form delivering effective TOM for overall operation, marketing, branding, and supplier management.
• Produced, analysed, and implemented contact strategy, negotiating overall terms and conditions.
• Launched the product and enabled fastest and cheapest launch in the corporation to date.
• Acknowledged for developing a deliberate customer experience to meet brand expectations.
• Streamlined launching and ongoing success of product process by managing marketing and campaign strategy.
RSACustomer Experience Manager
Jul. 2012 - Jul. 2014Horsham, West Sussex, EnglandIdentifying breakpoints in our Customer Journeys across the Personal business at RSA, focusing on the Renewal and Cancellation journeys. Through insight, analysis, focus groups, front line research and customer feedback, identifying and prioritising opportunities to fix breakpoints, preparing and presenting business cases and measuring outputs of success against NPS and retention increases, churn reduction and efficiency gains. Consulting with the wider business on new products and propositions across all customer touchpoints to ensure right first time customer journeys on new launches
RSA Insurance GroupExecutive Assistant
Sep. 2010 - Jul. 2012Supporting the Sales & Service director with day to day delivery, comms, project delivery and stakeholder management within Operations for this major Insurance company
RSA Insurance GroupCustomer Experience Manager
Sep. 2008 - Sep. 2010Designing and delivering tools and processes to measure Customer Satisfaction, and driving activity off the back of, to delivered improved, sustainable customer service at this major insurance company
RSA Insurance GroupOperations Planning Manager
Feb. 2005 - Oct. 2008Running a team planning all aspects of Claims Handling resourcing for major internation insurance company
Eurodis Electron PLCSecretary
Jan. 1999 - Dec. 2005
eurodisSecretary
Jan. 1999 - Dec. 2004
Cubicsecretary
Jan. 1998 - Dec. 1999
Intch is a Professional Networking App for the Future of WorkSee more people like Emma on Intch
300k+ people
130+ countries
AI matching
Get Intch if you'd like to
1481005 people
15
Managing Director @ Streamfield Business Support
18
Strategic Marketing Leader @ V-Tech UK
15
PR & Branding Consultant @ Liz Parry PR
269591 people
15
Managing Director @ Streamfield Business Support
15
PR & Branding Consultant @ Liz Parry PR
15
Marketing Specialist