A freelance business consultant supporting various projects for the Customer Service Solutions Group.Specialisms include customer experience measurement, and data analysis - drawing out critical insights and playing a critical part in helping organisations to improve their service.

An integral part of Ipsos Channel Performance & Customer Success business unit. Measuring client frontline service and operational delivery across customer channels through mystery shopping and audit programmes (UK and internationally). - Managed Samsung, Unilever, and National Highways relationships - implemented performance measurement and analysed service metrics to deliver core programme insights.- Full budget accountability across client projects to drive profitability. - In 12 months, secured over £500k of additional revenue through account expansion and retention alone

A trusted advisor working across +30 of the UK’s largest, most complex multi-channel brands. challenging and supporting them to deliver world-class customer experiences. Clients included HMRC, John Lewis, Volkswagen, O2, and DHL.- Influenced c-suite on best practice service strategy, measurement, processes, and culture.- Took ownership of client priority led action planning to address challenges.- Championed 'why service matters' - evidencing and reinforcing its impact on performance.- Contextualised and delivered key messages behind customer & employee satisfaction data.- Consistently secured long term membership renewal revenue with major accounts.- Personally delivered improved levels of client satisfaction y-o-y.- Supported organisations to win awards and achieve the highest levels of service accreditation.

Effective and proactive management of client customer experience/customer intelligence programmes across a variety of key clients (including major F&B operators, leisure/hospitality clients, and luxury goods).Working in partnership to construct customer experience programmes to drive employee behaviours and improvements from the customer perspective.Ensuring that all programmes are aligned to meet wider commercial objectives and deliver insights to drive return on investment.Coaching and mentoring internal and client teams.Commercial responsibilities include driving growth from client base and achieving referrals through exceptional service delivery.Revenue forecasting and account strategy planning management.

Responsible for the management of x6 client account managers across a diverse portfolio of major UK and international client accounts with an overall portfolio value of £2.5m. In addition, retaining a hands-on account management role for a key international F&B client.Role incorporated strategic account support and mentoring for account teams in both the UK and France, in addition to proactive recruitment and performance monitoring and reviews.

Established the organisations first international client programme across 9 countries following a successful test in the UK. Through sound programme implementation I worked in partnership with the client to drive and change company culture and employee behaviours, as well as delivering tangible return on investment.In addition, I help to build a network of international partner organisations which to this day generate productive and profitable commercial partnerships.

Formerly Romeike Media Intelligence, responsible for managing client programmes across media monitoring and media evaluation.In addition, work with PR companies included providing targeted press release distribution services across a media network.Specialised in dealing with public sector clients (local government/major charities) to support (and report on) the success of their media campaigns.