Mark Jack Email & Phone Number

United Kingdom

Greater Bristol Area, United Kingdom

• Reorganisation of Pukka Consumer Care: successfully lead project to integrate Pukka consumer care within Unilever Consumer Engagement Centre (CEC), while still fully maintaining Pukka's brand identity, working with.
• Insight & Reporting: I created a regular consumer care insight report and an 'Insight to Improvement' cross-functional workgroup, which helped drive brand and product improvements, such as improved on-pack information.
• Training Delivery: I created and provided training for global front-line teams at our vendors and running induction and awareness sessions for Pukka new starters.
• Knowledge Management: I set up a knowledge base, including templates and Q&As for consumers, and formalised processes for adding and reviewing knowledge. Ensured the wider business provided regular updates which met.
• Team Management: I was responsible for the ongoing running of Pukka consumer care, including keeping the CEC up-to-date, supporting escalated and sensitive tickets, optimising processes, launching new features (e.g..
• Diversity & Inclusion: I was part of Team Inclusion, supporting initiatives and helping create and report on a yearly employee survey.

Greater Bristol Area, United Kingdom

• Developing plan for integration of Pukka consumer care within Unilever Consumer Engagement Centre (CEC), mapping out processes required, engaging global stakeholders within Unilever CEC and achieving alignment.
• Organising and leading a multi-day brand immersion and train-the-trainer event at Pukka's head office for global Unilever CEC leads, including arranging agenda, speakers, workshops, creating training materials, and.
• Providing ongoing support to the Customer Service team on order automation and IFS.

Greater Bristol Area, United Kingdom

Initially customer and consumer care, providing herbal product support, training new starters. I then took on more responsibilities for project work, including supporting setup and training of Customer Services (CS) on the new IFS ERP system, ongoing process optimisation on IFS, working with our DPO to ensure CS compliance with new GDPR regulations.

• Providing herbal medicine consultations and ongoing health and well-being support, working with clients in exploring their options, creating individualised herbal remedies and giving diet and lifestyle advice.
• Planning and running workshops and courses, leading herb walks, giving talks.
• Creating an Android app for professional herbalists to aid with creating herbal prescriptions.
• Establishing and maintaining a herb garden, processing herbs and making herbal remedies.
• Stock management, marketing, managing enquiries, and general administration.