Stuart Monk Email & Phone Number

London Area, United Kingdom

Milton Keynes, England, United Kingdom

Helping WD-40 on their transformation journey and assessing their CRM needs across their EIMEA markets.

Kidlington, England, United Kingdom (Hybrid)

Essentra Components is a FTSE 250 company and a global manufacturer and distributor of essential components to industrial customers. Essentra operates in 25+ markets across EMEA, AMER and APAC supporting brands Jaguar Land Rover. My purpose:* Drive a customer centric culture* Improve customer / colleague experiences through a deep understanding of customers and their journeys (listen, understand and deliver)* Digital transformation and digital adoptionExperience:* Board approval on a new customer experience strategy which included the set up a new Customer Experience and Voice of Customer function* Driving the delivery and global roll out of Microsoft Dynamics 365 CE (CRM and Case Management) to deliver improvements in customer interactions, operational efficiencies, and the quality and speed of issue and complaint resolution* Managing the delivery and implementation of Live Chat pilots across multiple markets to support improved customer interactions and digital adoption* Mapping customer journeys in key markets in EMEA, AMER and APAC to understand and prioritise investment opportunities to drive digital adoption and improve customer experiencesMost proud achievements:* NPS increased in 2023 by +6 points to 40 globally* Issues and complaints reduced and satisfaction with resolutions improved (measured by NPS)* Digital channels became the lead channel for researching products and new customer acquisition

Milton Keynes, United Kingdom

Working within the exciting and fast paced Argos digital team. Today's consumers have higher than ever expectations for their digital shopping experiences. I work on initiatives which help us predict, understand and meet those expectations, ensuring Argos maintains its position as a digital retail leader. Most proud achievement in this space so far… launching the Tu clothing range on the Argos digital channels. Experience includes:- Oversight for the project and co-ordination of teams across Argos and Sainsbury’s- Business case sign-off- Working with the operational teams to shape the customer journey (proposition, fulfilment channels, digital experience) and the launch plans

Milton Keynes, United Kingdom

Working within the Central Customer Experience team I'm responsible for delivering effortless customer journeys, and currently have a particular focus on Delivery and Promotional journeys.Primary achievements within the role so far must include the successful launch of the Fast Track propositions (Same Day Delivery & Faster in-store collection) and Next Day delivery on larger 2-man delivered items. In both examples I was a driver of the propositional design & development and a key contributor in the shaping and coordination of the marketing.I'm passionate about Customer Experience in general, but this role really does provide us brilliant opportunities every day to make life better for customers, and this spans fixing annoying pain point to creating surprise and delight moments.

After spending 2 years back at Argos planning and implementing promotional campaigns, I moved to a different role which allows amongst other things, the head space for me and my team to ask and answer those difficult questions about the effectiveness of our promotional routes to market. Shifting our investment into the emerging digital alternatives is a key and exciting driver. It is all about testing and learning, and keeping up with the ever more diverse ways that customers choose to shop with the brand.

Responsible for working with key retailers to help them develop more energy efficient product ranges and also to help them understand what consumers really think about energy efficiency and how to get the best results when creating comms.Best achievement: Created a voluntary retailer initiative to improve the penetration of energy efficient televisions sold in the UK market. In March 2010 Argos, Best Buy, Comet, CO-OP electrical, DSGi, John Lewis, M&S and Sainsburys all signed up!