Hi, I’m
Emma Baptie
Sales & Customer Experience
London,United Kingdom
Summary
A dedicated, results-oriented professional with extensive expertise in the travel and hospitality industries.
I specialise in crafting exceptional customer experiences that are human centered and personal. All in service of achieving key commercial and brand goals.
I believe that in order to deliver an excellent customer experience, you need to feel valued and respected. So, when it comes to team leadership, this is my priority and my track record in cultivating high-performing teams demonstrates this.
Overview
12
years of professional experience
3
years of post-secondary education
Skills
- Team Leadership
- Strategic Growth
- Campaign Management
- Communication Strategy
- Training and Development
- Expenditure control
- Stakeholder Management
- Complaints Handling
Work History
Day 8 | Yacht WeekLondon, England
Head of Sales & Customer Service
04.2022 - Current
Job overview
- Led, coached, and developed a dynamic sales and customer service team comprising five executives, driving them to consistently surpass set targets and exceed key performance indicators.
- Played a pivotal role in the business's remarkable growth, instrumental in achieving an average year-over-year revenue growth of 30%, illustrating a consistent and impactful contribution to the company's financial success.
- Orchestrated a successful internal upgrade campaign, elevating upgrade revenue from £40k to an impressive £200k with the same dedicated team, showcasing strategic leadership and impactful decision-making.
- Created captivating sales presentations and pitch materials, compelling potential clients to choose Day 8 Experiences as their preferred holiday provider.
- Supported the sales and execution of a corporate sailing event valued at half a million, contributing to account management activities. Successfully ensured the event met all key deliverables and objectives.
- Championed customer-centric initiatives, conducted regular customer feedback analysis and implemented improvements to enhance guest satisfaction and loyalty.
- Revitalised and executed a new customer email journey and pre-event information, resulting in a notable 30% reduction in negative product feedback.
- Worked with leadership professionals to deliver comprehensive sales training programs, equipping the team with the latest sales techniques, negotiation skills, and product knowledge.
- Worked in alignment with the Operations & Product department to actively seek & action feedback from service users, resulting in improved satisfaction levels and NPS scores regarding the product.
- Complaints Handling; investigated reported issues, liaising with staff at multiple levels to obtain relevant information.
Navigate Travel | MedSailors | Yacht GetawaysLondon, England
Sales and Customer Service Manager
08.2017 - 04.2022
Job overview
- Managed a team of up to four sales and customer service executives, elevating guest experience and optimising the customer journey.
- Managed multiple brands with multiple USPs and implemented a different tone of voice and sales strategy for each.
- Strategically planned and executed sales promotions, resulting in a considerable rise in bookings during peak seasons.
- Developed and refined communications materials, including customer correspondence, newsletters, and email marketing campaigns.
- Spearheaded the implementation of efficient complaints handling procedures, leading to swift resolution and guest retention.
- Worked with new hires to educate them on various customer service tasks, product specifications and company protocols.
- Planned staff rotas to meet customer needs whilst remaining under budget.
- Advised management of customer service trends, creating proactive strategies to maintain best practices.
GIG App LtdLondon, England
Business Development Coordinator
03.2017 - 08.2017
Job overview
- Played a pivotal role in establishing and growing a dynamic on-demand workforce marketplace, connecting shift workers with businesses in the hospitality and retail sectors.
- Developed compelling content for marketing materials, website copy, and social media platforms, effectively communicating the benefits of the GIG App.
- Conducted market analysis and identified potential business opportunities, leading to successful expansion into new regions and industries.
- Collaborated with the product development team to enhance user experience and functionality, resulting in increased user adoption and customer satisfaction.
- Contacted and converted potential customers via telephone, email and in-person enquiries.
Trust for NatureMelbourne, Australia
Marketing and Communications Coordinator
05.2014 - 10.2016
Job overview
- Supported Marketing team in developing multi-channel marketing campaigns to raise awareness for nature conservation initiatives, engaging stakeholders and the wider community.
- Crafted compelling content for newsletters, website updates, and social media platforms, effectively conveying the organisation's mission and impact.
- Coordinated fundraising events and donor engagement activities, contributing to steady growth in financial support for conservation efforts.
Melbourne City MissionMelbourne, Australia
Communications and Data Assistant
02.2012 - 04.2014
Job overview
- Assisted in the management of communications materials and maintained data records, ensuring accurate and up-to-date information for various programs and initiatives
- Crafted engaging content for marketing collateral, fundraising campaigns, and public announcements, effectively communicating the charity mission and impact
- Supported the organisation's community outreach efforts, collaborating with diverse stakeholders to address the needs of vulnerable individuals and families.
Education
Monash UniversityMelbourne
Bachelor of Arts (B.A.) from Communication and Media Studies
03.2009 - 07.2012
Timeline
Head of Sales & Customer Service
Day 8 | Yacht Week
04.2022 - Current
Sales and Customer Service Manager
Navigate Travel | MedSailors | Yacht Getaways
08.2017 - 04.2022
Business Development Coordinator
GIG App Ltd
03.2017 - 08.2017
Marketing and Communications Coordinator
Trust for Nature
05.2014 - 10.2016
Communications and Data Assistant
Melbourne City Mission
02.2012 - 04.2014
Monash University
Bachelor of Arts (B.A.) from Communication and Media Studies
03.2009 - 07.2012
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