Chelsea Hurst
Stockport,SKP
Summary
A diligent Head of Customer Experience with 15 years of experience in customer service management, customer satisfaction, operations, sales, organisational development, and team building across diverse industries.
Proficient in developing and executing customer experience strategies to improve operational stability, efficiency, and profitability. Passionate about leading teams and driving excellence in customer service.
Overview
10
10
years of professional experience
Work History
Head of Customer Experience
sportsbreaks.com
Manchester, MAN
11.2019 - Current
- Managed budget achieving a £4m EBITDA with annual turnover of £23m by optimising customer engagement and operational efficiency.
- Delivering customer experience strategy across the digital customer journey, driving best-in-class NPS performance.
- Achieved Feefo Platinum rated trusted service award three years consecutively
- Optimisation of CSAT performance and global lead for digital transformation of customer journey
- Responsible for customer systems and processes, SaaS, driving growth across the Sales, Contact Centre, and Operations departments.
- Responsible for 50+ headcount and 4 senior managers, achieving an 23% increase in sales over 12 months.
- Delivered Salesforce project (Service & Sales Cloud) implementation across group
- Responsible for delivering exceptional end-to-end Customer Experience throughout digital customer journey
- Global stakeholder in cross-divisional operations and management
- Cross collaboration across the group to drive efficiency and performance
Head of Contact Centre
Thomas Cook
Manchester
02.2018 - 09.2019
- Responsible for all sales and inbound customer service and annual revenue delivery of £50m
- Managed multi site operation enhancing team performance and efficiency
- Driving growth and performance improvement through strategic planning and resource management
- Strategic management through peaks and flows of the business
- Responsible for delivering exceptional CSAT performance and excellent NPS results
- Developed and implemented cost-saving strategies in collaboration with internal stakeholders
- Optimisation of Contact Centre channels including digital development of apps and services
Customer Service Manager
St John Ambulance
Manchester
10.2014 - 02.2018
- Maximising profit and revenue to increase charitable output
- Achieved weekly and monthly sales targets, contributing to an annual turnover of £22 million.
- Managed courier relationships and optimised logistics to improve delivery efficiency.
- Developed training programs and provided feedback to improve team performance by 38%.
- Led resource planning and business contingency for both contact centers, ensuring operational continuity.
Education
NVQ Level 4 - Project Management
Institute of Project Management
ManchesterNVQ Level 5 - Customer Service Management - Management
University of Liverpool
LiverpoolA-level - Spanish/French/Psychology
Cardinal Langley 6th Form
ManchesterGCSE - French/Spanish/History/Geography/Maths/English Literature/English Language/Science/Religion
Cardinal Langley High School
ManchesterSkills
- Strategic Planning
- Customer Satisfaction & NPS Management
- Process Improvement
- Tech transformation
- Team Leadership & Development
- Health and Safety Compliance
- Data-driven Decision Making
- Project Management
- Brand Development
- Performance Management
- Organisational Change Management
- Performance metrics interpretation
- Understanding of customer psychology
Timeline
Head of Customer Experience
sportsbreaks.com
11.2019 - Current
Head of Contact Centre
Thomas Cook
02.2018 - 09.2019
Customer Service Manager
St John Ambulance
10.2014 - 02.2018
NVQ Level 4 - Project Management
Institute of Project Management
NVQ Level 5 - Customer Service Management - Management
University of Liverpool
A-level - Spanish/French/Psychology
Cardinal Langley 6th Form
GCSE - French/Spanish/History/Geography/Maths/English Literature/English Language/Science/Religion
Cardinal Langley High School
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