Kayleigh Rigley

Lead day-to-day service delivery for a portfolio of national B2B clients, acting as the primary point of contact and ensuring timely resolution of queries, onboarding support, and consistent service standards.

• Manage high volumes of client enquiries via phone, email, and digital platforms, ensuring quick and accurate resolution
• Lead structured onboarding calls and training sessions to support adoption and reduce repeat queries
• Monitor delivery timelines and performance measures, proactively addressing risks to service levels
• Maintain accurate CRM records, trackers, and reporting dashboards
• Produce regular performance reports and communicate progress to stakeholders
• Coordinate cross-functional teams to ensure services are delivered on time and to quality standards
• Act as escalation point for complex issues, maintaining strong customer satisfaction
• Introduced workflow improvements to streamline processes and reduce delays during peak periods
• Support resource planning during high-demand event cycles to ensure service continuity

Led a regional customer success and onboarding function supporting a large B2B client base, ensuring consistent service delivery, retention, and operational efficiency.

• Managed and coached a multi-skilled team through regular 1:1s, feedback sessions, and development plans
• Set and monitored KPIs and service targets, addressing underperformance through targeted coaching
• Allocated workloads and prioritised tasks to meet deadlines and fluctuating demand
• Acted as first escalation point for complex or sensitive customer issues
• Delivered performance reporting and insights to senior leadership
• Partnered with stakeholders to improve service processes and customer experience
• Implemented continuous improvement initiatives to increase efficiency and reduce rework
• Supported recruitment, onboarding, and training of new team members

Managed a portfolio of B2B accounts, providing consultative support and ensuring consistent service delivery.

• Handled day-to-day client queries and campaign coordination
• Conducted regular service reviews to maintain satisfaction and retention
• Maintained CRM data accuracy and reporting
• Worked closely with internal teams to ensure timely fulfilment of deliverables

Promoted to senior role with responsibility for onboarding delivery, workflow oversight, and team support.

• Led onboarding and delivery of print and digital marketing campaigns for a high-volume client base
• Built and deployed email campaigns using Adestra to drive engagement and performance
• Managed Google Ads and analytics reporting via Matchcraft, optimising for ROI
• Conducted regular customer satisfaction reviews to improve retention and identify growth opportunities
• Oversaw team workflows and acted as escalation point for complex or high-value accounts
• Trained colleagues on systems, processes, and new products
• Contributed to continuous improvement initiatives to increase efficiency and reduce delays

• Managed customer relationships and service requests
• Coordinated campaign delivery and maintained accurate records
• Consistently exceeded performance targets