Years of experience: 27

MarketingITConsultingBusiness OwnerCommunications ManagerContent Manager

Trust Score

Highly reliable; strong professional involvement.

75%
Emma's Career Path
Customer Experience ManagerSep. 2023 -
Jun. 2025
Fittleworth Medical LtdCustomer Experience Manager
Littlehampton, 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 15...
Customer Experience and Interactions ManagerOct. 2020 -
Sep. 2023
First Central Insurance ManagementCustomer Experience and Interactions Manager
• 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.
Customer Interactions ManagerFeb. 2020 -
Oct. 2020
First CentralCustomer Interactions Manager
Haywards 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 cu...

Emma's Posts

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    About myself

    Extensive expertise in spearheading customer experience strategy, transformation, and change initiatives. Proven track record in ERP system implementation, enhancing NPS by over 10 points, achieving 20% cost reductions, and executing digital strategies.

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    Job Description

    Seeking a dynamic and stimulating role that allows for significant impact within a genuinely customer-centric organization. Excited to contribute and drive meaningful change in a challenging environment.

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    How to contact

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