Experience:

My first role at Hotel Chocolat was a year managing the customer service team. Giving me results-oriented E-commerce Customer Service Management experience at Hotel Chocolat, prior to then Radley London and Manchester United over 20 years, with partners such as Global E, Zendesk, Freshdesk, Feefo Reviews and Brandwatch Social listening. Fostering exceptional customer experiences and driving operational excellence towards record KPIs. Proven ability to lead and develop high-performing customer service teams with one stop resolution, resolving complex customer inquiries across product, return and delivery in addition to website queries, and implement process improvements to enhance customer satisfaction and brand loyalty across channels. Strong analytical and problem-solving skills with a passion for exceeding customer expectations in a fast-paced online environment. At Manchester United we brought this back from Fanatics onto Global E as a full migration project.

Skills:

• Leadership & Team Management
• Customer Service & Relationship Building
• Communication (Written & Verbal)
• Problem-Solving & Conflict Resolution
• Agency RFPs Negotiation & Management
• E-commerce Operations & Knowledge
• Data Analysis & Reporting
• CRM & Ticketing Systems (e.g., Zendesk, Salesforce)