Helen Plumb Email & Phone Number

Customer Experience Director with over 20 years’ career history delivering customer experience, customer service and marketing initiatives, working for the last 10 years within an e-commerce pioneer. Passionate about leading and developing high performing teams internationally, virtually and remotely. Skilled at finding innovative solutions to business and consumer challenges in a multi-device world. Main achievementsLeading the PhotoBox TV Production team resulting in 2015 Christmas TV campaign driving strongest advertising awareness and brand consideration metrics to date.In a double digit growth business, negotiated and managed multiple RFPs and contracts to streamline the outsourcer set up and contact centre tools and technology; keeping Customer Support spend well within a reducing percentage of revenue guideline. Planned and ran programme of contact centre consolidation across two years, reducing contact centre locations from 7 to 5 including via TUPE transfer processes.Awarded ‘Best in E-Retail’ and ‘Best in Social Media’ accolades within 2013 Top 50 Companies for Customer Service programme by developing the PhotoBox Customer Experience Model, embedded via a ‘Good to Great’ training and coaching programme.Launched innovative new outsource partner, 100% home-working. 24/7/365 and virtual, to support UK and Rest of World customers (Ireland, Australia, New Zealand, Canada).Established closed loop ‘Customer Save’ programme via Net Promoter Score methodology leading to PhotoBox Group brand NPS score of 50% +.

Listed skills include Customer Experience, Management, Team Management, Marketing, and 23 others.

• 

  Regional Client Success Leader - Emea

  Pegasystems

  Oct 2023 - Present - London, England, United Kingdom