Experience

Cubitts

• United Kingdom
• Retail Apparel and Fashion
• 1 - 100 Employee

• Senior Customer Experience Manager

  • Oct 2022 - Present

  Reporting directly to the Founder/CEO and part of the Junior Leadership Team, I’m responsible for overseeing the success of the Customer Experience department. Key projects/responsibilities: • Leading and developing a team of 5 including a Team Lead • Full fiscal management of the department budget • Introducing innovative technology and systems including Aircall and Gorgias • Reduced tickets and volume by 30% through automation • Implementing key SLA’s and KPI’s • Working closely with the Head Of E-commerce to develop the CX roadmap and achieve an NPS of 81 Show less



Fixter

• United Kingdom
• Vehicle Repair and Maintenance
• 1 - 100 Employee

• Customer Experience Team Lead

  • Oct 2019 - Oct 2022

  • Leading and managing a multi-functioning Customer Experience team • Responsible for implementing and achieving ambitious SLAs and KPIs • Utilising analytical data to understand customer pain points and using this data to define new processes• Helping to launch various projects such as Live chat and customer NPS

• Case Manager

  • Aug 2018 - Oct 2019



Volkswagen UK

• United Kingdom
• Motor Vehicle Manufacturing
• 100 - 200 Employee

• Case Manager

  • Sep 2014 - Aug 2017



Bauer Media Group

• Germany
• Media Production
• 700 & Above Employee

• Sales Executive

  • May 2014 - Sep 2014