Charlotte Dunsterville Email and Phone Number

Leading the customer and client experience discipline at UN1TY, a bespoke strategic advisory consultancy based in Guernsey. UN1TY helps businesses plan, manage and implement complex initiatives in the right way. Combining communications and sustainability, technical, customer experience and project delivery expertise, we bolster businesses with senior expertise to deliver results.

Leadership of the Consumer division of Sure including commercial and customer experience functions. This role included revenue responsibility of £60m per annum and the effective management of the division including product, retail, marketing, operational and customer experience teams.• Transformation of digital channels including growth of online mobile sales from 8% to 24% • Retail transformation to grow consumer sales in Sure owned shops by closing franchise operations, streamlining retail processes such as stocktake, refitting shops for click and collect • Delivery of strong revenue growth in 2020 and 2021 • Led the pandemic response for frontline staff

Led revenue performance across consumer sales as well as customer experience and operational performance of all customer touchpoints. Leadership of Sure’s comprehensive Net Promoter Score programme for both Sure and Batelco Group. Management of retail sales, operations, customer strategy and customer insight departments.

Charlotte delivered a comprehensive programme of change to transform the focus in the organisation to a customer centric perspective

Concurrent role at Sure's parent company to lead customer experience across the Batelco Group, sharing knowledge and best practices in joint forums.

An internal consultant role delivering a high profile customer experience programme across the Orange Group, with a focus on customer targeted marketing and emotional engagement.

Led the customer base management activity across Orange Group, delivering strategic and operational projects focused on increasing retention and cross-sell/upsell activity, as well as streamlining operations with a strong multichannel experience enabling digital channel growth

Led the development and implementation of customer experience strategy across Orange Group. Developed and launched a major customer experience programme in 4 European telcos using customer journeys and gap analysis to prioritise key customer initiatives for improvement.

Provided Group support to Emerging Markets on a range of topics, primarily launch and in life management of products and services but also on branding, communication, propositions and multimedia content deals.

Responsible for product management and development of a variety of key messaging products and services including MMS, unified messaging and the voice products portfolio.

• Product Manager for a portfolio of satellite messaging services• Customer Service Centre Manager for a 24/7 call centre for satellite telecoms services• Customer Service Adviser for a 24/7 call centre for satellite telecoms services