Head of E-commerce & Digital (Customer Experience & Operational Performance) at Office/Home Furniture Industry

Own the end-to-end digital customer journey across multiple brands, balancing customer outcomes, operational capability and commercial performance. Create and prioritise an experience improvement pipeline covering UX, content, SEO and conversion; work with internal teams and external partners to deliver changes. Develop SEO-led content strategy to improve discoverability of propositions and services, aligning page structure and content to customer intent. Build reporting and insight packs combining customer behaviour and service metrics to inform investment decisions and backlog prioritisation. Lead and develop a team of 6 plus external partners, setting clear standards, governance and delivery cadence. Act as senior escalation point for complex customer issues, complaint resolution and service recovery.

Founder & Managing Director at Rainbow Zebra Office Furniture (B2B eCommerce)

Founded and scaled a B2B ecommerce business to £1m turnover, owning customer experience, digital growth, service delivery and operational performance. Built and maintained long-term relationships with business customers and senior decision-makers; managed complex queries, complaints and resolution plans. Planned and delivered operational improvements to meet SLAs and customer expectations while maintaining commercial sustainability. Produced structured reporting on customer insight, performance and service constraints to guide prioritisation and delivery. Drove consistent organic growth by improving how customers found, understood and accessed products and services online.

Business Development at Randalls Office Furniture

Customer Service Advisor at Marks & Spencer

Customer Service Officer at Royal Bank of Scotland