Director of Customer Service - Oh Polly and Bo+Tee - Wirral, CH49
(2013-11)
Leading the end-to-end customer service and CX strategy, owning the full journey from landing onsite through to delivery, returns, loyalty and customer care.
- Built and led a 70+ person Customer Service and CX team from an eBay startup to a £135m+ global fashion brand.
- Onboarded a self-serve order editing function, eliminating 98% of customer change requests and 20% of total support volume.
- Implemented a chatbot onsite and across social media channels, containing 75% of customer service interactions, and significantly reducing cost per ticket.
- Launched the first ever Online Clothing Bank with The Salvation Army.
- Designed a training course for new starters, integrated SOPs into Zendesk and automated agent quality assessments, achieving a quality score of 96% across the team.
- Generated 1.3m+ TikTok views when a customer went viral posting about how I resolved her complaint.
- Consistent NPS score of 70+.
- Excellent Trustpilot ratings with 50k+ reviews.
- Helped set up Oh Polly's first ever manufacturing facility, living in Dhaka for 4 months.
- Spoke at Retail Jam event in London, leading the conversation on AI within customer service.
- 'World Class' employee engagement rating for my team (70+ people) for 2 consecutive years (b-Heard survey), achieving the top score in the business, and the highest level of accreditation a company can receive.
- Overseeing in-house CS and CX operations and managing the relationship with the LA flagship store, outsourced CS partners, Localised, ZOA rental and Treet resale platforms, ensuring CX alignment across all customer touchpoints.
- Driving vendor management across a complex ecosystem including; Zendesk, Ada, Aftership, Purpledot, Signifyd, Loop, Rebound, Loyalty Lion, Order Editing, Qualtrics, Trustpilot, Zoa, Treet, Localised, eBay and all carriers (domestic and international).
- Owning platform configuration, feature innovation and continuous improvement to enhance agent productivity, customer satisfaction and operational efficiency.
- Leading courier and delivery performance management, including SLA ownership, issue resolution and root-cause analysis, improving reliability, transparency and post-purchase experience.
- Partnering cross-functionally with Operations, Logistics, Tech, Marketing and Product to remove journey friction and elevate the full purchase lifecycle.
- Strengthening CX through automation, AI and self-service initiatives, improving speed of resolution, increasing chatbot containment and reducing cost-to-serve.
- Implementing customer-centric policies, workflows, escalation frameworks and governance to ensure consistent, high-quality service delivery across all channels.
- Managing the Voice of the Customer programme, converting insights from Qualtrics, Trustpilot and operational data into business-wide improvements and strategic decisions.
- Building and optimising returns, exchanges and post-purchase experiences in collaboration with Rebound, Treet and other circularity partners.
- Monitoring and improving core KPIs including NPS, Trustpilot, CSAT, response times, contacts per order and chatbot containment rate.
- Directing accurate forecasting, resource planning and operational modelling to support growth while maintaining service and cost efficiency.
- Owning multi-channel support operations (email, contact form, bot hand-offs, WhatsApp, phone, social media) ensuring a consistent and scalable global service model.
- Driving revenue growth and customer retention through service-led initiatives, personalised experiences, loyalty programmes and improved post-purchase journeys.
- Leading major change initiatives and CX transformation projects, introducing automation, streamlined workflows and new technologies to increase efficiency and service quality.
- Building and developing high-performing teams, creating succession plans, coaching leaders and enabling professional growth aligned with commercial outcomes.
- Analysing customer insights, behavioural trends and operational data to shape strategic decision-making and continuously enhance the full customer journey.
Head of Customer Service - Oh Polly and Bo+Tee - Wirral, CH49
(2021-06 - 2025-05)
Customer Service Manager - Oh Polly and Bo+Tee - Wirral, CH49
(2018-05 - 2021-06)
Customer Service Assistant Manager - Oh Polly and Bo+Tee - Wirral, CH49
(2015-05 - 2018-05)
Customer Service Assistant - Oh Polly and Bo+Tee - Wirral, CH49
(2013-11 - 2015-05)
