Open to opportunities

Emma Pearce

@emmapearce

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Senior client services leader driving customer-centric strategy and operational excellence.

United Kingdom

Message

What I'm looking for

I seek a senior role where I can lead customer-centric teams, influence product strategy with customer insights, drive operational excellence and develop people within a collaborative, growth-focused organisation.

I am a senior manager with 20 years of leadership experience delivering customer-centric operations across startups, scale-ups and fast-growing businesses. I lead global client-facing functions, specialising in customer service, solutions architecture, technical implementation and commercial relationship management.

My track record includes managing large cross-functional teams, implementing quality management systems, designing career frameworks, and driving KPI-focused improvements. I use customer insights, journey mapping and varied research methodologies to inform product strategy and improve the end-to-end customer experience.

I champion customer advocacy at senior leadership level, implement NPS frameworks, and have a strong history of stakeholder management, profitability oversight and delivering operational improvements that support growth.

Experience

Work history, roles, and key accomplishments

Current

Head of Client Services

Current

Ebury

Dec 2023 - Present (1 year 10 months)

Lead global client-facing functions for the Mass Payment division, improving customer experience and informing product strategy through customer insights and quality management. Implemented NPS framework and drove cross-functional initiatives to enhance service delivery.

Customer Experience NPS Quality Management Stakeholder Management Team Leadership Customer Research Service Operations

Customer Service Team Leader

Ebury

Jun 2021 - Dec 2023 (2 years 6 months)

Managed frontline service desk operations, improving team performance through training, reprioritisation of work and MI-driven oversight while deputising for the Head of Client Services. Delivered consistent KPI targets and quality standards.

Team Leadership Performance Management Process Improvement Reporting Training Escalation Management Regulatory Compliance

Project Co-Ordinator / Market Analyst

Sanha UK

Jun 2016 - Jun 2021 (5 years)

Maintained CRM and led telephone sales campaigns to generate project leads, coordinated marketing activity and built tracking systems to quantify project generation and media ROI. Provided management information to support sales follow-up.

CRM Management Lead Generation Market Analysis Campaign Planning Content Creation Reporting Data Tracking

Senior Operations Manager

HGS

Nov 2008 - Nov 2015 (7 years)

Oversaw operations and client management for FTSE 250 partners, managing multi-channel campaigns (80+ FTEs) with responsibility for forecasting, profitability, quality and SLA delivery. Drove performance via MI, staffing optimisation and process improvements.