Years of experience: 23

CopywritingAssistantCustomer ServiceCall Center

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Imogen's Career Path
Head of Customer Success at Mail MetricsJan. 2020 -
Present
Mail MetricsHead of Customer Success at Mail Metrics
Responsible for the creation and management of Mail Metrics’ Customer Success strategy and business unit. Accountable as a Senior Leadership Team member for client retention, increasing organic revenue, and driving digital volume trends across the Mail Metrics Group. Act as the voice of the customer within the senior leadership team, championing initiatives to enhance customer experience.
Contact Centre ManagerSep. 2014 -
Jan. 2020
Top Oil - Fueling IrelandContact Centre Manager
DublinManage planning and implementation of contact centre operations, including strategy, systems and human resource objectives. Develop centralised contact centre operation whilst supporting regional sites.
Business ManagerOct. 2010 -
Jan. 2014
Hertz Europe Service CentreBusiness Manager
Responsible for delivery of excellent sales performance and customer service to United Kingdom and later German, Swiss and Benelux contact centre markets. Set and managed goals and objectives to meet market SLAs Managed and developed team of Team Leaders through performance management, goal setting and effective feedback. Developed teams with optimum flexibility, implemented multi-skilling to...

Imogen's Posts

  • How I can help you

    Develops strategies for start-ups and established firms to enhance customer experience. Advises on tools, staffing, KPIs, automation, and training. Reviews goals, pain points, costs; crafts customer journeys, and plans for growth.

  • People I am looking for

    Ideal partners include start-ups and established firms aiming to transform customer success strategies. Open to collaborations with executives and decision-makers in more established businesses.

  • Experience & Cases

    Built scalable customer success functions driving profitability. Transformed operations for founders, executives, and leaders. Expertise in turning cost centers into profit-generating units.

  • How to contact

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