$$$$
{{ $t($store.state.user.experience_value_in_dollars) }}
Expert
{{ $t($store.state.user.experience_search_name) }}
0
jobs
Customer Service, Account Management and Business Development Professional
Suzanne Lamb
,
NORTHWICH, United Kingdom
Experience
Other titles
Skills
I'm offering
Head of Customer Service / Business Development Management: +30 years' cumulative experience gained in the areas of sales, account management, customer service and telemarketing with recent experience in team leadership. Enthusiastic, encouraging and supportive leadership style, monitoring individual and team performance and working from a data-driven stance to raise standards in customer service and new business development. Proven track record in successful corporate B2B / B2C cold calling environments, working to achieve challenging KPIs that deliver outstanding results across sales, website ranking and creation of long-term customer relationships.
Markets
United Kingdom
Language
English
Fluently
Ready for
Larger project
Ongoing relation / part-time
Full time contractor
Available
My experience
2018 - ?
job
Head of Customer Service
Pitchup.com.
Established as a new startup business in 2009, the company provides an online guide and booking service to over 5000
camping, caravan, parks and destinations throughout the UK and internationally.
− Strategic and operational management of a small and continually expanding remote multi-lingual customer
service team serving as the first point of contact for all customers and site owners (B2C and B2B)
− Leadership and planning of team development to ensure customer service meets the needs of a rapidly evolving
business:
o Pitchup.com generates bookings for over 5000 sites in 57 countries and 16 languages across the UK, Europe,
the Americas and Australia with +155,000 visits to the website per day
− Played a significant role in the development of the business through great customer service:
o Celebrated 1 million bookings in 2019 (as the sole customer service operative until 2018!)
− Develop and implement customer service best practice to ensure an immaculate response in line with brand
standards (enquiries received via telephone, email, website enquiries, online chat and social media)
o Recently achieved #1 outdoor accommodation website in the UK on Google organic search results
o Embedded a culture of customer service excellent leading to a consistent Feefo rating 4.8 out of 5
− Generate sales as first point of contact for all new site enquiries to positively impact P&L performance
− Maintain and update Salesforce CRM content for all customer/site owner interactions, and ensure full team
understanding of the role the CRM system plays in the business
camping, caravan, parks and destinations throughout the UK and internationally.
− Strategic and operational management of a small and continually expanding remote multi-lingual customer
service team serving as the first point of contact for all customers and site owners (B2C and B2B)
− Leadership and planning of team development to ensure customer service meets the needs of a rapidly evolving
business:
o Pitchup.com generates bookings for over 5000 sites in 57 countries and 16 languages across the UK, Europe,
the Americas and Australia with +155,000 visits to the website per day
− Played a significant role in the development of the business through great customer service:
o Celebrated 1 million bookings in 2019 (as the sole customer service operative until 2018!)
− Develop and implement customer service best practice to ensure an immaculate response in line with brand
standards (enquiries received via telephone, email, website enquiries, online chat and social media)
o Recently achieved #1 outdoor accommodation website in the UK on Google organic search results
o Embedded a culture of customer service excellent leading to a consistent Feefo rating 4.8 out of 5
− Generate sales as first point of contact for all new site enquiries to positively impact P&L performance
− Maintain and update Salesforce CRM content for all customer/site owner interactions, and ensure full team
understanding of the role the CRM system plays in the business
Website, Social, Online, Guide, Booking, Team development, Google, Search, Development, Embedded, Service, Social Media, Sales, Content, Customer service, Management, Leadership, Salesforce, B2C, B2B, CRM
2011 - 2012
job
Customer Account Manager
Gold Search Media Ltd.
Offering Internet marketing solutions such as pay per click Google Ads, Search Engine Optimisation, Facebook
campaigns and direct email marketing.
− Build and maintain strong relationships with new and existing customers
− Work together with the customer to assess their individual Internet marketing, offering appropriate advice and guidance when required
− Structuring Internet marketing campaigns to ensure maximum advertising exposure for their business
− Implemented a customer contact programme which has resulted in increased customer retention rates, much
improved customer satisfaction and the ability to upgrade products when relevant due to the fostering of strong
relationships
− Gaining customer commitment and loyalty through a professional relationship based approach
− Generated and implemented a detailed business plan to demonstrate how the role could be successfully
performed at home which was accepted permanently following a trial period
− Gained great results in getting on board franchisors, which has lead to further business reaching out to their
franchisees and selling on to them due to franchisor recommendation
campaigns and direct email marketing.
− Build and maintain strong relationships with new and existing customers
− Work together with the customer to assess their individual Internet marketing, offering appropriate advice and guidance when required
− Structuring Internet marketing campaigns to ensure maximum advertising exposure for their business
− Implemented a customer contact programme which has resulted in increased customer retention rates, much
improved customer satisfaction and the ability to upgrade products when relevant due to the fostering of strong
relationships
− Gaining customer commitment and loyalty through a professional relationship based approach
− Generated and implemented a detailed business plan to demonstrate how the role could be successfully
performed at home which was accepted permanently following a trial period
− Gained great results in getting on board franchisors, which has lead to further business reaching out to their
franchisees and selling on to them due to franchisor recommendation
Marketing, Advertising, Email marketing, Facebook, Account Manager, Optimization, ADS, Retention, Internet, Search, Google, Manager, Social media ads
2010 - 2010
job
Telemarketing Officer
CPM Marketing International Ltd.
Worked on inbound and outbound telemarketing projects for large corporate companies such as British Gas,
Kelloggs, Sky, Revlon and Dairy Crest
− Primarily worked on the British Gas team, contacting former dual fuel clients to encourage them to return to British Gas for their home energy needs
− Cross selling of ancillary products such as the homecare services
− Consistently met and exceeded all targets
Kelloggs, Sky, Revlon and Dairy Crest
− Primarily worked on the British Gas team, contacting former dual fuel clients to encourage them to return to British Gas for their home energy needs
− Cross selling of ancillary products such as the homecare services
− Consistently met and exceeded all targets
Telemarketing, Energy, Energy
2004 - 2009
job
Business Banking Manager
Lloyds Banking Group PLC.
The largest retail bank in the UK with strong positions in a number of sectors, and serving over 30m customers. Joined the group as a cashier and progressed through a variety of departments.
− Developed and serviced a diverse portfolio of 300 business customer relationships to deliver planned
performance in accordance with the business plan
− Ensured that asset quality and compliance standards were met
− Used excellent telephone and face-to-face interview skills to build performance and packaged complex lending
solutions
− Developed and serviced a diverse portfolio of 300 business customer relationships to deliver planned
performance in accordance with the business plan
− Ensured that asset quality and compliance standards were met
− Used excellent telephone and face-to-face interview skills to build performance and packaged complex lending
solutions
Retail, Interview, Compliance, Banking, Manager
1993 - 1996
job
Mortgage Officer
General Insurance.
Suzanne's reviews
Suzanne has not received any reviews on Worksome.
Contact Suzanne Lamb
Worksome removes the expensive intermediaries and gives you direct contact with relevant talent.
Create a login and get the opportunity to write to Suzanne directly in Worksome.
are ready to help you
and get specific bids from skilled talent in Denmark