Experience

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  FACEGYM

  • London, England, United Kingdom

  • Global Head of Customer Care and Customer Experience

    • Apr 2021 - Present
    • London, England, United Kingdom

    Managing the creation, implementation and running of all companywide customer care processes. Responsible for overseeing end-to-end customer experience.The role requires a broad approach to customer care and customer experience as it encompasses both the physical locations, online booking and retail. As a high-end product and service, ensuring the customer journey is unsurpassed, seamless and universal is of paramount importance, and the use of deep tissue massage, own brand skincare products and tools (with regular new product launches) requires extreme rigor and detailed monitoring, data capture, analysis and feedback reporting.

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  The New York Times

  • London, England Metropolitan Area

  • International Customer Care Manager

    • Jun 2019 - Jan 2021
    • London, England Metropolitan Area

    Responsible for overseeing all The New York Times International Edition print customer care. • Remote management of a team of 7 (in collaboration with on site management) of the outsource customer care team based in Hong Kong, including on site visits.• Creation and application of training modules.• Managing a budget of $250,000.• Maintained and exceeded all KPI’s and OKRS.• Renegotiated our longstanding vendor contract, reducing costs by 11%.Reduced the size of the vendor team, improving productivity and efficiency in line with contract renegotiations. • Reporting, including:Assessment and compilation of disparate data sources. Re-wrote contact reason capture codes to align with stakeholder interests.Created stakeholder centric monthly and quarterly reporting.Used reporting to communicate potential areas of concern to the relevant stakeholders such as newspaper distribution and user experience issues, as well as the general performance reporting. • Created and ran a Quality Assurance monitoring, using results to feed into training modules. • Created and launched a Customer Satisfaction Survey and maintained scores above industry standard.• Created and introduced policies including: Proactive customer communications processes and templates.Disaster Recovery policies, processes and templates.Raising tech issues with IT through the Jira ticketing system.• ‘Save The Stop’ Customer retention program including: Talking points and training.Customer facing copy content. Retention offers matrices.• Main point of contact for Subscription Agent vendors (external companies selling New York Times subscription on our behalf).• Collaborated with the marketing department on various projects focused on winning back customers whose subscriptions had lapsed.• User Assisted Testing for new website developments.• Working with development teams to capture and improve internal software issues and weaknesses.• Handling of high level customer escalations.

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  Moonpig.com

  • London, England

  • Moonpig Customer Services Manager

    • Dec 2012 - Feb 2019
    • London, England

    Responsible for the day-to-day running of the department as well as future planning, strategy and policy implementation as well as team restructure and software/platform changes. My role included but was not limited to: • Managing a team of customer services advisors, ranging in size from 30 to 60, depending on season. Includes 3 senior advisors and 3 supervisors across two sites in London.• Managing £1m plus budget. • Disaster recovery and crisis management.• Growing the team in line with 15% year on year contact increase. • Implementation and management of outsource email team based in Scotland. • Training. This includes training the trainer as well as occasional agent training when needed. Reviewing and amending training policies and procedures. • Recruitment. Cost negotiation and primary contact for all recruiters. Four seasonal peaks requiring a 100% plus staff increase for short periods. • Reviewing advisor, senior advisor and supervisor performance using specific one to one meetings as well as general quality feedback and advice, including verbal and written warnings. • Ultimate point of contact for the most complex and sensitive issues such as fraud and family bereavement. • Reporting. Assessing captured information and creating and updating reports that feed back to the relevant departments. Including but not limited to: Website tech issues, UX feedback, customer product reviews. • Driving, maintaining and often exceeding departmental OKRs and KPIs and CSAT scores (7.5 – 8, generally trending upwards).

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  Fascination Street Studios

  • London England

  • Customer Care and Quality Assurance Manager

    • Dec 2010 - Dec 2012
    • London England

    Photography Customer Care and Quality Assurance ManagerCustomer Care / Client Relations Manager • Responsible for customer queries, concerns and complaints, identifying an appropriate solution for both parties (client & company).• Wrote and implemented all CS policies. • Daily contact (as the primary contact) with Fascination St’s Credit Collection agency.• Responsible for dealing with all outstanding credit issues involving official complaints through every channel, from Credit Agreement queries from customers to dealing with the Financial Ombudsman Service.• Continued efforts to improve the company’s product and service through compilation of customer queries/complaints and identifying cost-effective, practical and efficient solutions.• Dealing with complex customer issues face-to-face, via email or phone to tackle pertinent concerns.• Managing and comprehensive training staff to ensure best practices are adhered to and, where necessary, implementing disciplinary procedures with the support of the HR Team.• Quality control of all outgoing communications, monitoring the corporate message delivered by a Telesales team of over 50 people.• Supervising Production and Dispatch departments including, in some cases, getting involved in physically tracking and delivering all orders (from checking product orders, to designing and ordering specific products through an outsourced supplier and following up on delivery with calls to satisfied customers.• Developing a Call Query/Monitoring system now used by the full department, markedly improving team efficiency.

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  Chewies Bakery and Deli

  • London, United Kingdom

  • Business Owner/Manager

    • Dec 2008 - Dec 2010
    • London, United Kingdom

    • All staff management.• Stock ordering and product control. • Recruitment and hiring. • Payroll, banking and general finance. • Working front of house.

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  Walton Court

  • County Cork, Ireland

  • Manager

    • Jan 2007 - Dec 2008
    • County Cork, Ireland

    14 Holiday Cottages, B&B accommodation, Bar and Cafe in private grounds specialising in corporate events, weddings and receptions.Manager (January 2007 – November 2008)• Managing a team of five staff (increased during peak seasons or events), including training, HR, payroll and maintaining the high standards expected by the Hotel owners.• Basic accounting including compilation and filing of weekly and monthly takings, payment of wages and banking cash.• Managing the bookings desk to arrange functions as well as booking in guests.• Management of cottage, bar and conference/function facilities.• Welcoming guests and dealing with all complaints and enquiries.• Ordering stock and taking deliveries for both bar and kitchen.• Certificate compliance (hygiene, health and safety, fire etc).• Emergency First Aid at Work certificate.