Ankorstore

Partnering with Tech and Product Leadership to engage their teams and contribute to Ankorstore's ambitious growth objectives.

- Strategic HR partnership with stakeholders of all seniorities and distributed across countries ;
- Working closely with managers of to implement human resources management programs that are aligned with the company's objectives and support them in their day-to-day challenges;
- Helping employees navigate our talent ecosystem and develop their careers
at Ankorstore ;
- Proactively measuring employee engagement and identifying actions to be taken to
foster a positive and inclusive work environment.
- Working in partnership with Talent Acquisition to ensure successful recruitment, based on business needs and my expertise on the roles ;
- Contributing to the development and implementation of People policies, processes and programs
company-wide human resources policies, processes and programs, under the guidance of the People team 
- Facilitating change management initiatives by providing support and guidance to
employees and managers.

Tech + Product People Partner (Maternity cover)

Whereby

Partnering with our COO to drive a world-class remote employee experience

- Direct 1:1 coaching and partnering with our CRO, Head of Customer Support, Head of Customer Success and Revenue Ops, Head of Sales and all team members across Operations and Commercial (150 Whereby team members at our peak)
- Training and coaching for Managers, including delivery of workshops on Psychological Safety and Effective feedback
- Effectively executing on several complex People projects from redundancy to termination and performance concerns
- Working as a team to deliver a roadmap of progressive People Ops tools (including Progression framework, Performance Calibration process, Compensation updates and more!)
- Constantly iterating on our People processes and embedding our values within them
- Hiring for Sales, Customer Support and Revenue Operations

Senior People Partner

allplants

Partnering with our VP People in setting up the HR function.

- Working closely with senior management to develop our progression framework and performance matrix
- Improving the employee experience with policies, employee handbook and better onboarding processes
- Planning our move to a new HQ that reflects our values
- Supporting day-to-day HR operations including payroll, maintaining HR systems etc.

People & Culture Partner

Building and establishing the Customer Delight team and function, while also impacting people and culture at allplants.

- Lead the growth and development of our passionate team.
- Architect and evolve our training, monitoring, systems, reporting, communication channels to support our rapid growth.
- Constantly look for ways to improve our customers’ experience and amplify insights to the rest of the business.

Head of Customer Delight

Cornerstone

Setting the strategic direction of the Customer Care team and the customer service experience so we can scale to support Cornerstone's fast growth from 6k to 175k members and counting, I am responsible for:

- Leading the strategy and roadmap for the development of the Customer Care function
- Delivering amazing customer service experiences (Winner of the People’s Champion Startup Award three years in a row)
- Driving a 50% reduction in ticket volume over the last year by automating customer support, focussing on improving key metrics (one-reply rate, contacts per order, ticket quality)
- Recruiting, coaching and developing a team of fantastic Customer Champions with very low staff turnover
- Improving our management and team culture so everyone at Cornerstone thrives

Head of Customer Experience

Hubbub.co.uk

Hubbub.co.uk is an online platform and delivery service on a mission to save the high street! Hubbub combines the convenience of the supermarkets with the quality, expertise and service offered by the best local butchers, bakers, fishmongers, greengrocers, and other specialist shops for people who don’t have time to buy from them in person. 

- Customer service extraordinaire and supplier relationship management
- Analysis and product development
- Operations and fleet management (until August 2014)

High Street Hero

The Jellied Eel magazine

Advertising Sales Person

Unpackaged

Retail Assistant

The People's Supermarket

Member and TPS Projects Coordinator

Sustain: the alliance for better food and farming

Intern/Volunteer

Food Initiatives Group c/o Groundwork Greater Nottingham

FIG Project Officer

A progressive T-shaped People Partner with a background in CX for fast-growth startups and challenger brands, I made the leap to People Ops a few years ago, building on my experience of managing and scaling teams.

Genuine care for people is my bread and butter - whether it's team members or customers, I get a kick out of building relationships and helping people thrive.

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