We’re very excited to announce that Emma Dark has joined the S&S team as our Chief Customer Experience Officer. We spent some time with Emma earlier this week to find out about her journey to S&S and why customer is at the heart of everything she does.
Why did you join S&S?
Pat’s vision for S&S and the back story hit me right in the heart; I believed it from our very first conversation and I knew then – I wanted to be part of the S&S family along with the wider change community.
What has your first week been like?
Genuinely refreshing and very exciting! The opportunities are endless for our growing entrepreneurial business and I already feel proud to be part of the entire S&S team and the top talent driving digital change.
What will you bring to the S&S team?
Passion, energy, focus, commitment, organisation and sizzle! Smiles… lots of smiles. Collaboration and an energy to be the best version of ourselves we can be. I will bring clear focus on ensuring we know our customers well and deliver a personalised and great experience to them consistently. Driving a customer-first culture that is tangible within our DNA.
Tell us a bit about your background
I have spent over 20 years in leadership roles across multiple sectors where ‘customer’ has been at the heart. In the last ten years, I have held a seat on the operating board representing customers; culturally shifting the mindset within organisations that the responsibility of customers sits across the whole organisation.
Continuous improvement, removing effort and making experiences more authentic, engaging and memorable is something I have felt passionate about since the age of sweet 16. This is where I was also taught the sales through service model from my first mentor. I have a reputation for ‘fixing’ and have had the opportunity to work with amazing brands such as Asos, The White Company, Soho House, Camelot, Addison Lee, Arqiva, Lloyds Bank and NHS to name just a handful.
I started my career in academics and moved into operational leadership roles, where I went onto establish a LTD company in my early 20’s. I have led many medium to large global teams and held accountability for customer strategy, insight, analytics and digital change.
Why is customer so important?
Customers are people, people enable relationships and relationships are a gift. We all like to feel good, be treated well and to continuously grow and feel inspired. Customers are important as they represent a community of hearts and minds that deserve to be nurtured and looked after; like the friends and family we hold close. Customers give organisations purpose and those who truly know their customers and wrap business change around them, get rewarded with loyalty and a tribe that will follow and fight for them forever.
If you could describe yourself in one word, what would it be and why?
Passionate – Everything I do, I do from the heart.
What is something you’re most proud of?
Proudly winning many customer awards through my amazing team. From Best Large European Customer Team to Best Employee Engagement Initiative – Customer.