Charlene Egan

Customer experience professional

Talent

MaidstoneMember since October 6, 2026

communication both written and oralTime management skills with the ability to multi-taskCustomer Management experiencewarehouseoperational planningstock controlB2B and B2C logistic managementdigital / offset and flexo printdirect mail sectordata driven communication channelsworking to and achieving targetsteam management / organisational skillsidentifying and winning opportunities for growthpostal and transport solutionsB2B / B2C logistics experiencehands-on operational and planning expertisedirect mail industry knowledgemanufacturing experienceExcellent and demonstrable communication both written and oralCustomer Management experience, with vast knowledge in the warehouse, operationaEvidence of working to and achieving targetsExceptional team management / organisational skillsProven track record of identifying and winning opportunities for growthExcellent knowledge of postal and transport solutions11 years B2B / B2C logistics experience20+ years customer management experience6+ years hands-on operational and planning expertise15+ years direct mail industry knowledge3 years manufacturing experience

Hire this person

Send a job offer directly to this candidate

communication both written and oralTime management skills with the ability to multi-taskCustomer Management experiencewarehouseoperational planning

About

Customer experience professional with over 20 years of experience in customer service, account management, and business operations. Proven ability to lead and manage teams, develop processes and procedures, and drive customer retention and satisfaction. Passionate about delivering a best-in-class customer experience.

Experience

Commercial Manager - Hovat

(2023-07)

As a Commercial Manager, I manage the customer service, warehouse and procurement team, along with the daily operational management of planning and scheduling, to collaborate to ensure meeting client deadlines and expectations, whilst receiving exceptional service. Working closely with the Directors, and all internal commercial and productions teams, I manage projects to ensure these were in line with budgets, timescales and project briefs. Always looking to streamline processes from a commercial viewpoint.

This includes shift rota, planning, change implementation, working closely with clients as a partnership along with handling daily production meetings to ensure the client experience is a smooth one. Liaising in partnership with transport companies both domestic and abroad, to ensure the best option to the client commercially and for best transit times. Solely responsible for quoting clients, ultimately ensuring profit margins are maintained at a minimum, and exceeding with intelligent planning and negotiations, along with identifying opportunities for growth and development which I manage as my personal pipeline.

Monthly presenting to the board with pipeline, client OTIF report

Head of Customer Experience - Romax - Orpington

(2020-03 - 2023-07)

As a member of the Senior Management Team, I lead and oversee the management of Client Services, Production, Warehouse, Data Processing, Print and Finance teams to deliver the perfect experience for our clients both new to the Romax experience and those we have worked with for many years. I constantly drive for continuous improvement in our people and the service that we provide to our clients. My primary responsibilities are to ensure that client requirements are, at the very least met, if not exceeded at all times.

From inception to completion of projects my role is to make sure that we meet the expectations of clients and ensure that the internal teams can meet the skill and capacity requirements to match. To liaise with clients, the relevant internal departments, departmental team managers, third-party suppliers, postal and transport companies, to ensure client experience represents Romax’s exacting standards and completed on time and within budget. Chairing the internal daily production meetings and scheduling workload within all internal departments and the external supply chain to ensure timelines are met along with continuingly looking at areas where operations can we strea

Client Services Manager - Romax - Greenwich

(2013-09 - 2020-03)

Developed account strategy, plans and budgets
Monitored account performance and provided support at all levels
Explored new client leads and boosted opportunities
Responsible for developing and project management including multi-channel marketing communications activities
Integrated new product launches to existing accounts
Lead periodic account review meetings providing insights on drivers of performance
Establishing productive professional relationships with board level personnel in target customer accounts
Forecasted and assessed sales figures to ensure annual targets were on track for entire client base
Networked within each account to develop new relationships
Demonstrated leadership by coaching and developing existing team members
Reported departmental KPI’s
Accountable for achieving agreed sales, productivity and performance targets within agreed budgets and timescales
Developed long term strategic business plans for assigned accounts from Director

Senior Account Manager - Romax - Greenwich

(2009-07 - 2013-09)

Reported directly to the Client Services Manager
Responsible for the day-to-day management of a portfolio of high-profile contracts and projects, providing a high level of proficiency in project management and a wealth of experience of client management and service delivery
Sent estimates, managed budgets and ensured profitability
Planned and developed campaign strategy alongside the Sales Director as Client Services Manager
Conducted regular client meetings to review the performance of the solutions provided and suggested improvements and/or additional services

Account Manager - Romax - Greenwich

(2007-06 - 2009-07)

Maintained the CRM with notes and updates
Responsible for the day-to-day management of a portfolio of medium-profile contracts
Managed and processed invoices
Attended industry events and networking conferences.
Built and maintained client relationships
Chased outstanding quotations with the customers to convert into business
Ensured that we are achieving and exceeding the required ‘service level’ and therefore the customer expectations.

Client Services Co-Ordinator - Romax - Greenwich

(2006-01 - 2007-06)

Answered all incoming communications from external & internal clients, suppliers and sales enquiries
Communicated job progress and answered customer queries by telephone and email
Produced reports and invoices in an accurate and timely manner
Contributed to credit control activities as required
Liaised with and support various Management Teams
Participated in team meetings and followed through actions/projects

Sales Co-ordinator - DHL - Bermondsey

(2003-01 - 2007-01)

Main point of contact for the sales team for dealing with customer queries – B2B / B2C Logistics
Daily liaison with the Transport Manager to ensure deliveries are made as per terms of agreements
Maintained/updated information onto SalesForce
Booked in client meetings for the sales representative
Arranged travel and accommodation for sales team and clients
Liaised with sales team, clients and Directors to plan and book entertainment for clients

Administration Officer - Speedmail International - Bermondsey

(1997-11 - 2003-01)

Handled all incoming telephone calls and emails from customers
Accurately processed all daily production sheets onto the MIS
Managed and processed the weekly invoice run
Arranged redeliveries for customers and clients
Performed routine administrative tasks (including dealing with incoming and outgoing post, filing etc.)