Gabrielle Louise Dalligan
Purley,London
Summary
A seasoned customer experience professional with extensive expertise in Customer Journey Management, Stakeholder & UHNW Client Engagement, and Project Coordination across luxury, property, and automotive sectors. Skilled in Customer Journey Mapping, Process Improvement, and Defect & Complaint Resolution, with a deep understanding of Luxury Brand Standards and High-End Service Delivery.
Demonstrates strong capabilities in Quality Assurance, Aftercare Management, and Service Excellence, consistently focused on enhancing Net Promoter Score (NPS) and overall customer satisfaction. Adept in the use of Microsoft Office Suite, with a collaborative leadership style and a proven ability to manage cross-functional teams, deliver premium experiences, and drive continuous improvement.
Overview
11
11
years of professional experience
Work history
Senior Account Manager
Arkle Property Services
10.2024 - 06.2025
- Lead point of contact for the Six Senses Hotel at The Whiteley, managing FF&E delivery, logistics, and installation.
- Coordinated with contractors, global suppliers, and internal teams to ensure alignment on timelines and budgets.
- Delivered minor construction works and refurbishments, responding to client change requests.
- Built strong relationships with UHNW clients and consultants, ensuring high-quality service and seamless handovers.
- Maintained high standards in a fast-paced environment through proactive problem-solving and clear communication.
Customer Service Manager
St. Modwen Homes
04.2023 - 05.2024
- Carried out home quality inspections before final sign-off.
- Reduced open defects from 300+ to under 50 within 12 months through close collaboration with site and sales teams.
- Reviewed technical drawings and resolved complex defect issues.
- Monitored customer satisfaction via In-house and NHBC surveys.
- Raised and managed contractor contra charges, liaising with commercial and technical departments.
- Oversaw NPS performance and appointment scheduling for field teams.
Customer Experience Manager
Places for People
08.2020 - 04.2023
- Designed and implemented a full customer journey with structured touchpoints and feedback loops.
- Conducted home demonstrations and advised on improvements.
- Managed defect resolution across multiple tenures (Private Sale, Shared Ownership, Affordable Rent).
- Liaised with residents and internal teams to resolve disputes and complex issues.
- Used recurring issues to inform construction and customer care improvements.
Customer Relations Manager
Chartwell Land & New Homes Ltd
02.2019 - 08.2020
- Managed the full customer journey for new home buyers, from exchange through post-completion, ensuring a smooth and personalised experience at every stage.
- Led customer journey mapping initiatives to identify pain points and improve service delivery, resulting in more efficient communication and higher satisfaction scores.
- Acted as the key liaison between clients, site teams, and external contractors, ensuring timely completion of snagging and remedial works.
- Ensured compliance with NHBC guidelines and internal quality standards, playing a critical role in achieving positive customer feedback and referrals.
Customer Relations Manager
Taylor Wimpey
04.2018 - 02.2019
- Managed defect resolution and post-completion customer visits.
- Worked closely with internal teams to meet SLA requirements.
- Acted as the primary point of contact for homeowners post-sale, managing queries, concerns, and complaints with a solution-focused and empathetic approach.
- Coordinated with site managers, contractors, and internal departments to resolve snags and ensure timely completion of remedial works.
- Managed and monitored customer satisfaction surveys, using feedback to identify trends and drive service improvements.
- Supported the handover process for new homes, helping clients feel informed, welcomed, and confident in their purchase.
- Attended CRM meetings to track performance and allocate resources efficiently.
Sales Progressor
Redrow Homes
10.2017 - 02.2018
- Managed the progression of new home sales from reservation through to legal completion, ensuring a smooth and timely customer journey.
- Acted as a key point of contact between buyers, solicitors, mortgage advisors, and internal departments.
- Monitored progress on multiple sales pipelines, identifying and resolving delays to keep transactions on schedule.
- Delivered clear, regular updates to clients, maintaining strong relationships and excellent customer satisfaction.
- Ensured compliance with company policies and legal requirements throughout the sales process.
Client Relations Manager
Berkeley Homes
01.2017 - 10.2017
- Led the post-completion customer care process, managing defect resolution and ensuring a seamless aftercare experience for homeowners, including Ultra High Net Worth (UHNW) clients with bespoke property requirements.
- Delivered a white-glove service approach, maintaining discretion and exceptional standards of professionalism for high-profile residents.
- Liaised daily with site managers, contractors, and internal teams to coordinate and resolve issues promptly while upholding Berkeley Homes' luxury brand promise.
- Acted as the primary point of contact for UHNW clients, ensuring all communication was clear, timely, and tailored to individual expectations.
Service Team Manager
Mercedes-Benz Retail Group
02.2016 - 01.2017
- Managed aftersales customer care and workshop coordination.
- Acted as a key liaison between technical teams and clients, translating complex service updates into clear, customer-friendly communication.
- Oversaw daily workshop operations to meet service level agreements (SLAs), optimal efficiency, and uphold premium brand standards.
- Resolved service issues while ensuring SLA and satisfaction targets were met.
Front of House Manager
SGSmith Audi
06.2014 - 10.2015
- Delivered a premium customer experience in a luxury automotive showroom, ensuring every client received a warm, professional, and efficient service from entry to exit.
- Acted as the first point of contact for clients, handling inquiries, bookings, and aftercare with precision and courtesy.
- Worked closely with sales and service teams to coordinate appointments, test drives, and customer handovers, ensuring seamless communication and service delivery.
- Handled administrative duties, including scheduling, reception management, and CRM database updates.
- Contributed to a customer satisfaction score increase during tenure through proactive service and attention to detail.
Education
Diploma of Higher Education -
Langley Park School for Girls
09/2000 - 09/2005
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Steiner School of Beauty
01.2005 - 1 2007
Skills
- Customer Experience & Journey Management
- Stakeholder & UHNW Client Engagement
- Project Coordination
- Customer Journey Mapping & Process Improvement
- Luxury Brand & Product Knowledge
- Complaint Resolution & Defect Management
- Quality Assurance & Inspection
- Customer Experience & Service Excellence
- Microsoft Office Suite
- Leadership & Team Collaboration
- NPS
- Aftercare & Defect Resolution
- High-End Service Delivery
Affiliations
- Cooking
- Pilates and Yoga
- Interior Design
Timeline
Senior Account Manager
Arkle Property Services
10.2024 - 06.2025
Customer Service Manager
St. Modwen Homes
04.2023 - 05.2024
Customer Experience Manager
Places for People
08.2020 - 04.2023
Customer Relations Manager
Chartwell Land & New Homes Ltd
02.2019 - 08.2020
Customer Relations Manager
Taylor Wimpey
04.2018 - 02.2019
Sales Progressor
Redrow Homes
10.2017 - 02.2018
Client Relations Manager
Berkeley Homes
01.2017 - 10.2017
Service Team Manager
Mercedes-Benz Retail Group
02.2016 - 01.2017
Front of House Manager
SGSmith Audi
06.2014 - 10.2015
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Steiner School of Beauty
01.2005 - 1 2007
Diploma of Higher Education -
Langley Park School for Girls
09/2000 - 09/2005
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