SJ

Global Head of Customer Experience

“I'm proud to say I work for AllSaints.”

• What does a good day look like in your role?

  A good day would be a day which goes to plan, which doesn’t always happen! Happy team, happy customers, happy partners, and also low risk across online channels, equals an ideal day. 

• What does a challenging day look like in your role?

  Conflicting priorities, meetings back-to-back on varying topics with little time to action points agreed, escalations in either customer experience or brand protection - however I do love a challenge and I'm blessed to have an incredible team to support and deliver great results and resolutions. 

• What do you get up to in a typical day/week?

  As I look after both customer experience and online fraud, I’m fortunate to have a very varied workload across both departments, their teams, partners, customers, risk management and acting as a key stakeholder for both divisions in internal meetings and business projects. This is why I love my job - no day is the same!

• What’s the best thing about working for AllSaints?

  Without question, the people! They always say that people make a good job, amazing, and this is certainly true at AllSaints! I am blessed to have a super team, colleagues and great partners!

• What’s the most surprising or unexpected thing about working for us?

  Over the last 18 months it's been a challenging period for us all, however the camaraderie between teams and departments really stands out to me - all working together to achieve the same goals and support each other. Another thing that is unexpected compared to other businesses is that our CEO communicates with us all regularly and keeps us up-to-date on overall performance, important updates and focused for the period ahead. 

• Why AllSaints?

  Too many reasons to list! I'm proud to say I work for AllSaints; the incredible craftsmanship, product and collections, the fact that we are always evolving, we have an incredible team and talented people. I love working with our customers and partners, and finally that AllSaints provides a great support network from line managers to people & culture and learning & development. 

• What’s not in the job description but something you’d tell a friend if they were looking to join the brand?

  The customer is the boss! Also, be prepared to roll your sleeves up, get stuck in and hit the ground running. The global nature of the business comes with global availability, awareness and responsibility for roles which cover all regions. 

• Tell us about your journey with AllSaints so far.

  I joined AllSaints in 2011 as an area support manager and worked my way into our East London Head Office after maternity leave. I was appointed customer experience manager in December 2013 and quickly acquired the brand protection team. I was then promoted to global head of customer experience and brand protection in 2016. It’s been a great journey so far, and I plan to be here for years to come supporting our global customers, teams, partners, and the business from a customer care and risk perspective.