Heading up the Customer Insight team and responsible for customer engagement and experience at Emerald Group.

• Deliver market research directly to the business in a professional and stimulating manner, considering business context, other research, analysis & insights and most importantly highlighting clear business actions.• Lead a team of analysts gathering insight on customer behaviour, sentiment and report activity to the board of directors.• Manages a roster of Market Research agencies and data suppliers whilst negotiating the best value to budget using a variety of research techniques.• Facilitate research to all Society departments ensuring research activity is joined up and linked where possible.• Ensure all research is robust, representative & built on sound data foundations.

• Promoted to Research Director, reporting to the CEO, as a key member of the Senior Management Team developing and driving strategies that will aid achievement of business goals and revenue growth.• Hold responsibility for overseeing research activities for clients and new business development. • Work with a broad range of clients, including regional governments and high-profile property holding companies.• Lead a team of department managers, and their respective staff, engendering ‘buy-in’ to company strategy, and motivating to ensure financial and other agreed targets are met or exceeded.• Conduct comprehensive reviews of working practices, with a continuous improvement approach, ascertaining if it is successful and if not, devising an alternative.• Facilitate succession planning and employee development, optimising skill levels and sustainability for the business.• Work to integrate the company’s mission statement vertically and horizontally, ensuring all operations are focused on the bigger picture. • Manage investigations into customer satisfaction, reporting any issues, and taking remedial action where necessary to provide a positive outcome.• Deliver focused and engaging presentations and workshops to clients, with the objective of engendering repeat business or new sales.

• Reported to the Research Director, with responsibility for delivery of all operational aspects of the research project.• Held accountability for on-site management of the data collection team and live data management, driving collaborative focus at all times to achieve project deliverables in terms of time, cost and quality.