Shamas Aziz work email
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Shamas Aziz personal email
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Currently the founder of thecxway, a Customer Service and CX consultancy. I am passionate about designing, building, and delivering aligned contact centre operating models that enhance customer satisfaction and loyalty. I have over 20 years of experience in leading customer service teams across various industries, including luxury retail, e-commerce, and SaaS. Most recent position was at Selfridges (7 years), and have also delivered the magic at Vertu, NET-A-PORTER, Ocado and many more.My core competencies include digital transformation, service proposition redesign, AI and automation for contact centre teams, global operational support, vendor engagement, and contract negotiation. I am proud to have been a member and deputy chair of the Diversity Board at Selfridges, where I contributed to creating an inclusive and respectful workplace culture. In my spare time, I enjoy exploring and discovering the world around me with my son.
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Retail Solutions DirectorAscensosCheshunt, Gb
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Director Of PartnershipsSentisum Jul 2024 - PresentLondon, England, Gb -
Head Of Community & PartnershipsSentisum Apr 2024 - Jul 2024London, England, Gb
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FounderThecxway Oct 2023 - PresentCustomer Service Consultancy20+ years in key roles delivering magic for the likes of Selfridges, Vertu, NET-A-PORTER, Ocado and many more.I launched thecxway to help businesses realise the value and competitive advantage a well thought out Customer Service proposition can deliver. Sharing my unique take, knowledge, skills and experience gained whilst leading the Customer Service departments for some of the largest brands in the world one conversation at a time.Services include:Customer Service Strategy: define the ‘what’ behind your ultimate Customer Service Strategy. Your playbook to running a successful call and contact centreTarget Operating Model design: deliver the ‘how’ for your staff and customers to experience your business mission, vision and values as you intendedFractional Consulting: access specialised Customer Service expertise flexibly and on demandContent: known for writing and producing engaging content leading, pushing and reimagining the Customer Service and CX industry Significant experience of end to end design of Customer Service propositions and running operations, delivering projects and gaining buy in from executives boards for setting strategy and direction of travel.Sounding board for Senior executives and founders who truly want to place the Customer at the heart of their businesses. The self-proclaimed SaaS whisperer, working with your sales, product, support and success teams to better align your service with what matters to the Brands you work with and are trying to work with. Match maker and well known in the Outsourcing industry, able to demystify the landscape or latest trends for both sides of the table. Full RFI / RFP walkthrough to signed contracts stage. Onboarding and go live support for smooth transitions Generative AI, ChatGPT, automation and real world use cases for Customer Service teamsPlease get in touch through LinkedIn Messaging. Customer Service Operations, Strategy and Transformations -
Interim Customer Experience SpecialistMatches Nov 2023 - Mar 2024London, London, GbDeliver projects for Customer Care ● Hired in on interim basis to design target operating model for Customer Care department● Transformation projects including AI: Select and implement email automation, reporting and insight tool, contact reduction program -
Head Of Customer ServiceSelfridges Sep 2018 - Oct 2023London, England, GbSenior leadership responsibility for Customer Service -
Deputy Chair / Member Of Diversity BoardSelfridges Jan 2022 - Sep 2023London, England, GbElected member and Deputy Chair of the Diversity Board 2022Shortlisted Diversity Team of the Year 2023 - Burberry British Diversity Awards2nd term as member of Diversity Board 2023
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Senior Sales And Customer Service ManagerSelfridges Feb 2018 - Sep 2018London, England, GbResponsible for omni-channel customer service
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Business LeadSelfridges Apr 2017 - Feb 2018London, England, GbProvide direction, leadership and support for successful design and implementation of Customer Service & Supply Chain projects
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Customer Service Operations ManagerSelfridges Nov 2016 - Apr 2017London, England, GbManagement and leadership of Contact Centre operation and performance
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Head Of Services OperationsVertu Dec 2015 - Nov 2016Church Crookham, Hampshire, GbGlobal responsibility for Vertu Concierge, fulfilling luxury lifestyle requests and experiences. Available 24 hours a day in key markets: China, Russia, Middle East & ROW in multiple languages. -
Global Sales & Customer Care Operations ManagerThe Net-A-Porter Group Feb 2015 - Nov 2015London, London, GbResponsible for ensuring global consistency across support functions for Sales & Customer Care. Direct line management of following teams in the UK, US & Hong Kong: (1) Training and quality (2) Reporting and analytics (3) Resource planning (4) Systems and processes (5) Customer copy and content -
Customer Service DirectorAtg (Auction Technology Group) Mar 2013 - Dec 2014London, England, GbOnline marketplaces within the auction industry and SaaS.Responsible for 24/7 global multilingual customer support and the daily operations of ATG's online services: Delivery, Catalogues, Client Account Management, Back Office & Freelance contractors -
Customer Service Director, EuropeFab.Com Dec 2012 - Feb 2013New York, New York, UsProvide strategic leadership for the multilingual European Customer Contact Centre. Support growth for one of the fastest growing Social Commerce sites in the World. -
Operations Manager, Customer Services Manager, Contact Centre ManagerOcado Feb 2007 - Nov 2012Hatfield, Hertfordshire, GbOcado - Online GrocerAward winning, innovative and pioneering approach to delivering "Quality groceries that won't cost the earth"World Etailer of the Year 2010, World Retail AwardsVoted favourite online supermarket 2009, 2010 & 2011, Which? magazine reader surveysRole: Provide tactical, operational and strategic direction/development for the Customer Contact Centre -
Contact Centre Training Officer / ManagerOcado Nov 2005 - Feb 2007Hatfield, Hertfordshire, GbRole Objective: Provide training solutions to meet business requirements
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Senior TrainerSit-Up Channels Apr 2005 - Nov 2005Sit-up shopping, the UK's most innovative TV home shopping retailer - the owner of bid tv, price-drop tv and speed auction tvRole: Provide training solutions to meet business requirements within the Inbound Contact Centre
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Team ManagerNatwest Oct 2001 - Apr 2005GbWithin the Customer Telephony Centre
Shamas Aziz Skills
Shamas Aziz Education Details
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Aylward School
Frequently Asked Questions about Shamas Aziz
What company does Shamas Aziz work for?
Shamas Aziz works for Ascensos
What is Shamas Aziz's role at the current company?
Shamas Aziz's current role is Retail Solutions Director.
What is Shamas Aziz's email address?
Shamas Aziz's email address is sh****@****ail.com
What is Shamas Aziz's direct phone number?
Shamas Aziz's direct phone number is +4420742*****
What schools did Shamas Aziz attend?
Shamas Aziz attended Aylward School.
What skills is Shamas Aziz known for?
Shamas Aziz has skills like Management, Customer Experience, Call Centers, Leadership, Training, Customer Service, Team Management, Team Leadership, Coaching, Strategy, Contact Centers, Retail.
Who are Shamas Aziz's colleagues?
Shamas Aziz's colleagues are Heetan Parbhoo, Yasmeen Clarke, Craig Cameron, Alina Cristina, Kayleigh Canning, Steven Stewart, Gabriela Boatca.
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