Driving the performance of Marsh’s elite Claims Preparation team as we support our clients in their major and complex losses. Focusing on cultural transformation, professional development, recruitment, process improvement, people strategy and, above all, customer experience.

I work with leaders across a range of big brands and national organisations to transform their customer experience and better outcomes. Using insight to inform strategy and culture which empowers engaged people to put smiles on people's faces and drive organisational success.

As a National Account Director at the Institute I manage a consistent and coherent national account strategy alongside a designated portfolio of national organisational members, typically from the FTSE 350. I manage a team of regional Account Directors who support our growing membership base. I work with members to develop, agree, manage and deliver strategic engagement plans which have a direct impact on their customer experience, and bottom line. The Institute of Customer Service is an independent not for profit professional membership body. We are the first port of call for every aspect of customer service. We deliver high quality, tangible benefits to organisations, individuals and other stakeholders, enabling our customers to improve their customers' experiences and their business performance.We do this through research and insight, benchmarking and accreditation programmes, customer service training and qualifications. We also provide a platform for networking and sharing best practice.

I support pan sector organisations throughout their customer service journey in a collaborativepartnered approach. Working with the boardroom down to understand an organisation’s strategic objectives in order to deliver tangible values aligned with business and personal goals. A critical friend, I provide the tactics, advice and support that delivers success and nurtures continual improvement.

Delivering against targetsLeading people and teamsDeveloping new markets Creating GTM strategyPartnership and channel managementKey account management2013/14 wins included Royal British Legion, Save the Children, NARU, Diabetes UK, Lord Mayors Appeal and The Prince’s Trust amongst 50 new clients, 112% revenue target.Performance management of inside sales team who hit 132% of quota in 2013/14I managed the accounts of our 12 largest fundraising clients, including Brighton Marathon, Maggies, Great Ormond Street & Clic Sargent, hitting 127% revenue target.